Get 2022 Updated Free ServiceNow CIS-CSM Exam Questions and Answer
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NEW QUESTION 24
Read the use case below to determine if the customer service relationship is B2B or B2C.
Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage is local to the customer and scheduled a technician to Mary's house.
- A. B2C
- B. B2B
Answer: A
NEW QUESTION 25
Which social media channels are NOT available out-of-box?
- A. Facebook
- B. None of the above
- C. All of the above
- D. Twitter
- E. LinkedIn
Answer: B
NEW QUESTION 26
What role does the Engagement Manager play before the Workshop? (Choose two.)
- A. Assists with technical requirements
- B. Provides answers to technical problems
- C. Acts as intermediary
- D. Project Manager
Answer: A,D
Explanation:
Explanation/Reference: https://jobs.jobvite.com/servicenow/job/oKxz8fwI
NEW QUESTION 27
What are common types of application record data that are imported during a CSM data migration?
(Choose two.)
- A. Chat
- B. Case
- C. Knowledge Article
- D. Accounts
Answer: B,D
NEW QUESTION 28
How many outbound email accounts are supported in Customer Service Management?
- A. Two
- B. One
- C. Unlimited
- D. One per business service
Answer: B
NEW QUESTION 29
Information in the Case Field 'Contact' is copied to which Incident Field?
- A. Caller
- B. Contact
- C. Customer
- D. User
Answer: B
Explanation:
Explanation
NEW QUESTION 30
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?
- A. Consumer self-registration
- B. Viewing knowledge articles
- C. Live chat
- D. Open an incident
Answer: A
NEW QUESTION 31
Matching rules enhance assignment capability by ____________________.
- A. Matching best agent by availability
- B. Providing dynamic matching of cases to groups or individuals
- C. Matching best agent by skill
- D. Determining if account is a customer or partner
Answer: C
NEW QUESTION 32
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. The value property on the form must be set to true and the field added to the case form
- C. The value property on the form must be set to true
- D. Nothing, it is a standard field
Answer: C
Explanation:
Explanation
NEW QUESTION 33
What should be part of the pre-engagement collateral?
- A. Stock Keeping Unit (SKU) and pricing sheet
- B. Customer Service roles template
- C. Frequently Asked Questions (FAQ)
- D. Scoping Guide
Answer: D
NEW QUESTION 34
What should be emphasized when designing solutions? (Choose three.)
- A. Minimize customizations
- B. Mobile friendly functionality
- C. Design for Scalability
- D. Focus Out-of-the-box functionality
Answer: B,C,D
NEW QUESTION 35
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. The value property on the form must be set to true and the field added to the case form
- C. The value property on the form must be set to true
- D. Nothing, it is a standard field
Answer: C
NEW QUESTION 36
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 37
ACME corporation wants to use ServiceNow CSM for supporting their customers through Twitter. What CSM entity would you recommend ACME to store the customer's Twitter profile details?
- A. Not supported
- B. Consumer
- C. Social Profile
- D. Personnel File
- E. Account
Answer: C
NEW QUESTION 38
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
- A. Update Case Entitlement
- B. Apply Role by Customer
- C. Change Update to Close
- D. Auto Assessment
Answer: A,D
NEW QUESTION 39
Match the definitions for roles relationships.
Hot Area:
Answer:
Explanation:
NEW QUESTION 40
What is the purpose of a Catalog Item variable?
- A. Provides hint to the user on the field
- B. Opens a chat session with customer support
- C. Allows the customer to ask a question
- D. Allows the customer or consumer to qualify their answer
Answer: D
Explanation:
Explanation
NEW QUESTION 41
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/Reference: https://docs.servicenow.com/bundle/madrid-platform-administration/page/administer/ contextual-search/concept/c_DefineContextualSearch.html
NEW QUESTION 42
What are the conditions that matching rules are based on? (Choose two.)
- A. Agent resources best suited to work on a case
- B. Filters set up in advanced work assignment
- C. Specific case attributes
- D. Specific routing rules
Answer: A,C
NEW QUESTION 43
Information about a customer's service contract is found in Knowledge.
- A. False
- B. True
Answer: A
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/c_ContractsAndEntitlements.html
NEW QUESTION 44
Information about a customer's service contract is found in Knowledge.
- A. False
- B. True
Answer: A
NEW QUESTION 45
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 State
- D. Case Categorization
Answer: A,D
NEW QUESTION 46
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