[Sep-2021] Updated CIS-Customer Service Management CIS-CSM Exam Questions BUNDLE PACK
Master The ServiceNow Content CIS-CSM EXAM DUMPS WITH GUARANTEED SUCCESS!
NEW QUESTION 32
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A. Record Producer only
- B. Both portal question entry and Record Producer
- C. None of the above
- D. Entering question in portal only
Answer: A
NEW QUESTION 33
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :
- A. sn_shn.note_preferences
- B. sn_shn.max_num_alerts
- C. sn_shn.popup_width
Answer: C
NEW QUESTION 34
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
- A. Missing configuration
- B. Misconfigured
- C. Selecting all the groups
- D. Selecting none of the groups
Answer: C
NEW QUESTION 35
What should be part of the pre-engagement collateral?
- A. Stock Keeping Unit (SKU) and pricing sheet
- B. Scoping Guide
- C. Customer Service roles template
- D. Frequently Asked Questions (FAQ)
Answer: C
Explanation:
Explanation
NEW QUESTION 36
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.
- A. True
- B. False
Answer: A
NEW QUESTION 37
Which of the following are true regarding the Community Portal application? (Choose two.)
- A. It is only available to CSM license holders
- B. Most of the configuration does not require System Administrator role
- C. It is available to any customer with a Community license
- D. It is available by default with the Support and Service portals
Answer: A,C
NEW QUESTION 38
What should be part of the pre-engagement collateral?
- A. Stock Keeping Unit (SKU) and pricing sheet
- B. Customer Service roles template
- C. Scoping Guide
- D. Frequently Asked Questions (FAQ)
Answer: C
NEW QUESTION 39
What role does the Engagement Manager play before the Workshop? (Choose two.)
- A. Acts as intermediary
- B. Project Manager
- C. Assists with technical requirements
- D. Provides answers to technical problems
Answer: B,C
NEW QUESTION 40
Which of the following roles cannot update a consumer's record?
- A. sn_customerservice_agent
- B. sn_customerservice.consumer_agent
- C. sn_customerservice_manager
- D. admin
Answer: A
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/task/create-a-consumer-record.html
NEW QUESTION 41
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
- A. Case Prioritization
- B. Case Escalation
- C. Case Categorization
- D. Case State
Answer: A,C
NEW QUESTION 42
What is the purpose of a Catalog Item variable?
- A. Allows the customer or consumer to qualify their answer
- B. Provides hint to the user on the field
- C. Opens a chat session with customer support
- D. Allows the customer to ask a question
Answer: A
Explanation:
Explanation
NEW QUESTION 43
Access to a Knowledge base or Article can be restricted based on a customer's assets and the product models using which of the following? (Choose two.)
- A. Knowledge Product Entitlements
- B. User Criteria
- C. ACL
- D. Data Policy
Answer: B,D
NEW QUESTION 44
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
- A. Create cases on behalf of customers
- B. Manage major incident communication on behalf of a customer service manager
- C. Manage cases on behalf of customer service agents
- D. Create requests on behalf of customers
- E. Manage requests on behalf of customer service agents
Answer: A,D
Explanation:
Explanation
NEW QUESTION 45
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
- A. Create cases on behalf of customers
- B. Manage major incident communication on behalf of a customer service manager
- C. Manage cases on behalf of customer service agents
- D. Create requests on behalf of customers
- E. Manage requests on behalf of customer service agents
Answer: A,D
NEW QUESTION 46
From a service provider's perspective, is the following a product or an asset?
A cable modem model that the service provider sells.
- A. Asset
- B. Product
Answer: B
NEW QUESTION 47
Articles can provide the following: (Choose three.)
- A. Document current and known issues
- B. Provide answers and responses to common issues or questions
- C. Information about customer's service contract
- D. Share product information
Answer: A,B,D
Explanation:
Explanation
NEW QUESTION 48
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
- A. Open An Incident
- B. Community
- C. Knowledge Base
- D. Service Catalog
Answer: B,C,D
NEW QUESTION 49
If only one user reports a content for moderation, the content will be hidden.
- A. False
- B. True
Answer: A
Explanation:
Explanation
NEW QUESTION 50
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
- A. Allows access to Knowledge Articles that are related to products owned by a customer
- B. Information about customer's service contract
- C. Makes it easier for Agents to manage case volume
- D. Reduces call volume
Answer: A,C,D
NEW QUESTION 51
The available case types are: (Choose two.)
- A. Support
- B. Product
- C. Order
- D. Product Support
Answer: A,C
NEW QUESTION 52
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
- A. Only applications that allow WebDAV connections can be integrated
- B. Imported external articles appear as attachments in ServiceNow
- C. SharePoint blocks this integration
- D. The imported article will have the same category it had in the source knowledge base
Answer: A,D
NEW QUESTION 53
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
- A. True
- B. False
Answer: A
Explanation:
Explanation
NEW QUESTION 54
Articles can provide the following: (Choose three.)
- A. Document current and known issues
- B. Provide answers and responses to common issues or questions
- C. Information about customer's service contract
- D. Share product information
Answer: A,B,D
NEW QUESTION 55
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
- A. Web
- B. Social
- C. Email
- D. Chat
Answer: A,C
NEW QUESTION 56
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