Top ServiceNow CIS-CSM Courses Online - Updated [Jan-2022]
CIS-CSM Practice Dumps - Verified By Dumps4PDF Updated 65 Questions
NEW QUESTION 25
What are the Forum User Types? (Choose three.)
- A. Admin
- B. Registered
- C. Custom
- D. Moderator
- E. Public
Answer: B,D,E
Explanation:
Explanation
NEW QUESTION 26
Predictive Intelligence improves Case management by:
- A. Predicting Case values without manual intervention
- B. Replacing legacy routing rules
- C. Predicting what values should have gone into empty fields in historical records
- D. Reducing the number of records needed to accurately predict a value
Answer: A
NEW QUESTION 27
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 28
Information in the Case Field 'Contact' is copied to which Incident Field?
- A. Customer
- B. User
- C. Contact
- D. Caller
Answer: C
Explanation:
Explanation
NEW QUESTION 29
What do blue circles in the timeline of a case form represent?
- A. Activity
- B. Comment
- C. Note
- D. State
Answer: D
NEW QUESTION 30
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
- A. Define the number of hours needed to develop the associated requirements
- B. Implementation is only as good as the underlying process
- C. Define the Business Pain Points
- D. Have a clear understanding of the use cases
- E. Provide consistent service to customers
Answer: A,B,C,D
NEW QUESTION 31
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
- A. Case Escalation
- B. Case Prioritization
- C. Case State
- D. Case Categorization
Answer: B,D
NEW QUESTION 32
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/Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/data-sheet/ ds-sim.pdf (2)
NEW QUESTION 33
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A. None of the above
- B. Entering question in portal only
- C. Both portal question entry and Record Producer
- D. Record Producer only
Answer: D
Explanation:
Explanation
NEW QUESTION 34
Articles can provide the following: (Choose three.)
- A. Provide answers and responses to common issues or questions
- B. Document current and known issues
- C. Share product information
- D. Information about customer's service contract
Answer: A,B,C
NEW QUESTION 35
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
- A. Selecting all the groups
- B. Selecting none of the groups
- C. Missing configuration
- D. Misconfigured
Answer: A
NEW QUESTION 36
Match the business rule to its function in the Self-Service Portal.
Hot Area:
Answer:
Explanation:
Explanation
Explanation
NEW QUESTION 37
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A. None of the above
- B. Entering question in portal only
- C. Both portal question entry and Record Producer
- D. Record Producer only
Answer: D
NEW QUESTION 38
Which of the following is a condition for matching rules?
- A. Agent domain
- B. Specific case attributes
- C. Assignment
- D. Switching
Answer: C
NEW QUESTION 39
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 40
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 41
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
Explanation:
Explanation
NEW QUESTION 42
Major Issue Management uses which one of the following capabilities?
- A. Targeted Communications
- B. Asset management
- C. Governance Risk and Control
- D. Record producers
Answer: A
NEW QUESTION 43
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :
- A. sn_shn.popup_width
- B. sn_shn.note_preferences
- C. sn_shn.max_num_alerts
Answer: A
NEW QUESTION 44
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
- A. The imported article will have the same category it had in the source knowledge base
- B. SharePoint blocks this integration
- C. Only applications that allow WebDAV connections can be integrated
- D. Imported external articles appear as attachments in ServiceNow
Answer: A,C
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/concept/knowledge-external-content-integration.html
NEW QUESTION 45
Agents and managers cannot create knowledge articles from Community questions.
- A. True
- B. False
Answer: B
Explanation:
The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit, and retire knowledge articles that they are associated with.
Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/task/create-knowledge-article.html
NEW QUESTION 46
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 47
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 48
________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :
- A. Partner [sn_customerservice.partner]
- B. Customer case manager [sn_customerservice.customer_case_manager]
- C. Partner administrator [sn_customerservice.partner_admin]
- D. Consumer [sn_customerservice.consumer]
- E. Customer administrator [sn_customerservice.customer_admin]
- F. Customer [sn_customerservice.customer]
Answer: B
NEW QUESTION 49
What should be part of the pre-engagement collateral?
- A. Stock Keeping Unit (SKU) and pricing sheet
- B. Scoping Guide
- C. Frequently Asked Questions (FAQ)
- D. Customer Service roles template
Answer: B
NEW QUESTION 50
......
Understanding functional and technical aspects of ServiceNow Certified CIS CSM
The following will be asked from you in the SERVICENOW CIS-CSM dumps:
- State model and default process flow
- Functionality and features added or changed in the current release
- Basic and advanced features in baseline installation of the current release
- Basic and advanced operations performed by users and the system
New (2022) ServiceNow CIS-CSM Exam Dumps: https://www.dumps4pdf.com/CIS-CSM-valid-braindumps.html
Updated CIS-CSM Exam Dumps - PDF Questions and Testing Engine: https://drive.google.com/open?id=1r3WAcTGmoi_ygcRBUVHlACQJh9kj81-2