2021 Latest 100% Exam Passing Ratio - CIS-CSM Dumps PDF
Pass Exam With Full Sureness - CIS-CSM Dumps with 65 Questions
ServiceNow CIS-CSM Exam Syllabus Topics:
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NEW QUESTION 25
What should be part of the pre-engagement collateral?
- A. Customer Service roles template
- B. Stock Keeping Unit (SKU) and pricing sheet
- C. Frequently Asked Questions (FAQ)
- D. Scoping Guide
Answer: A
Explanation:
Explanation
NEW QUESTION 26
How many outbound email accounts are supported in Customer Service Management?
- A. Two
- B. One
- C. One per business service
- D. Unlimited
Answer: B
Explanation:
Explanation
NEW QUESTION 27
What are features of Customer Service Management? (Choose four.)
- A. Service Entitlements
- B. Demand Management
- C. Skills-based routing
- D. Service Contracts
- E. Service Prospecting
- F. Real-time SLAs
- G. Timed Audits
Answer: A,B,C,F
NEW QUESTION 28
Which of the following roles cannot update a consumer's record?
- A. sn_customerservice_manager
- B. admin
- C. sn_customerservice.consumer_agent
- D. sn_customerservice_agent
Answer: D
NEW QUESTION 29
Matching rules enhance assignment capability by ____________________.
- A. Matching best agent by availability
- B. Determining if account is a customer or partner
- C. Matching best agent by skill
- D. Providing dynamic matching of cases to groups or individuals
Answer: C
NEW QUESTION 30
What is the purpose of a Catalog Item variable?
- A. Provides hint to the user on the field
- B. Allows the customer to ask a question
- C. Opens a chat session with customer support
- D. Allows the customer or consumer to qualify their answer
Answer: D
NEW QUESTION 31
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 32
What is required to synchronize fields from a parent to a child case(s)?
- A. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
- B. No action required, this is a standard Customer Service Management feature
- C. The role of sn_customerservice.customer_case_manager must be assigned
- D. Major Issue Management needs to be installed and certain properties enabled
Answer: B
NEW QUESTION 33
Match the definitions for roles relationships.
Hot Area:
Answer:
Explanation:
NEW QUESTION 34
What is required to enable the Follow the sun field on the Customer Service Case form?
- A. The plugin 'com.snc.csm_time_recording' needs to be activated
- B. Nothing, it is a standard field
- C. The value property on the form must be set to true and the field added to the case form
- D. The value property on the form must be set to true
Answer: D
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_CustomerServiceCaseForm.html
NEW QUESTION 35
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)
- A. Manage requests
- B. Manage cases
- C. Manage assets
- D. Execute assigned tasks
- E. Close work orders
Answer: B,D,E
Explanation:
Explanation
When your mobile device is offline, you can execute assigned tasks at the task location, manage assets, track the time stamp of updated tasks, and close work orders and work order tasks. The data for tasks performed offline is stored in the device cache and synchronized when the device goes online.
NEW QUESTION 36
Match the business rule to its function in the Self-Service Portal.
Hot Area:
Answer:
Explanation:
Explanation
Explanation
NEW QUESTION 37
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
- A. Service Catalog
- B. Open An Incident
- C. Community
- D. Knowledge Base
Answer: A,C,D
NEW QUESTION 38
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
- A. True
- B. False
Answer: A
NEW QUESTION 39
From a service provider's perspective, is the following a product or an asset?
A cable modem model that the service provider sells.
- A. Product
- B. Asset
Answer: A
Explanation:
Explanation
NEW QUESTION 40
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