[Jul 23, 2024] Genuine CIS-CSM Exam Dumps New 2024 ServiceNow Pratice Exam
New 2024 Realistic CIS-CSM Dumps Test Engine Exam Questions in here
NEW QUESTION # 89
Out-of-the-box. cases are automatically closed after how many days?
- A. Cases are not automatically closed by default
- B. 5 days
- C. 10 days
- D. 3 days
Answer: C
NEW QUESTION # 90
How can multiple service catalogs be made available on the Customer Service Portal?
- A. Add them to the list of service catalogs in the Customer Service Portal header widget options
- B. Include them in the list of service catalogs on the Customer Service Portal record
- C. Only the Customer Service service catalog can be used on the Customer Service Portal
- D. Create user criteria for each of the applicable service catalogs
Answer: B
NEW QUESTION # 91
Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)
- A. Agent assist
- B. Special handing notes
- C. Lookup and verify
- D. Related search
Answer: A,C
NEW QUESTION # 92
What criteria can be used to determine when a new inbound case should be opened?
- A. When a customer has a question or issue to resolve
- B. When we have new marketing material for a customer
- C. When an internal problem occurs
- D. When a new customer is created
Answer: A
NEW QUESTION # 93
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
- A. False
- B. True
Answer: B
Explanation:
Reference:
customer-service-management/reference/r_RolesInstalledWithCustomerService.html
NEW QUESTION # 94
In the Customer Service Management space what defines the term asset?
- A. A specific product instance supported for a customer
- B. A resource that allows a business service
- C. A product that a company supports
- D. A physical item
Answer: A
NEW QUESTION # 95
During which Now Create stage are workshops conducted?
- A. Plan
- B. Execute
- C. Deliver
- D. Initiate
- E. Close
Answer: A
NEW QUESTION # 96
What is a case?
- A. An individual record that is used to identify and resolve a question or issue for an external customer
- B. An individual record that handles and resolves incidents tor external customers
- C. An Individual record that Is used to identity and create automation opportunities
- D. An individual record that handles and routes issues for internal users
Answer: A
Explanation:
https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/csm-cases-case-tasks-overview.html#:~:text=Customer%20service%20cases%20store%20information,work%20necessary%20to%20resolve%20cases.
NEW QUESTION # 97
How are Service Catalogs and Catalog Items related? (Choose two.)
- A. A catalog item can only be associated with one service catalog
- B. A catalog item can be associated with one or more service catalogs Most Voted
- C. Service catalogs may contain multiple catalog items Most Voted
- D. Access to catalog items is determined by the service catalog's assigned user criteria
Answer: B,C
NEW QUESTION # 98
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
- A. Define the Business Pain Points
- B. Define the number of hours needed to develop the associated requirements
- C. Have a clear understanding of the use cases
- D. Implementation is only as good as the underlying process
- E. Provide consistent service to customers
Answer: A,B,C,D
NEW QUESTION # 99
Viewing a customer's install base in the CSM Workspaces enables customer service agents to: (Choose two.)
- A. See the detailed configurations of the products and services deployed for a customer to determine the action needed Most Voted
- B. Trace Information provided in a case to the right product or service to which it relates
- C. Monitor related operational services and configuration items that affect service health
- D. Close an upsell of related products and services not yet purchased by a customer Most Voted
Answer: A,D
NEW QUESTION # 100
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
- A. False
- B. True
Answer: B
Explanation:
Explanation
NEW QUESTION # 101
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?
- A. Live chat
- B. Viewing knowledge articles
- C. Consumer self-registration
- D. Open an incident
Answer: C
Explanation:
Source: https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-management/concept/omnichannels-communicating-customers.html
NEW QUESTION # 102
What action is required to enable agents to create an incident record for a case?
- A. They must be assigned with the sn_customerservice.itsm_contributor role
- B. They must be assigned with the read role for incident
- C. They must be assigned with the itil role
- D. They must be assigned with the snc_intemal role
Answer: D
NEW QUESTION # 103
Agents and managers cannot create knowledge articles from Community questions.
- A. False
- B. True
Answer: A
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.
NEW QUESTION # 104
New case tasks use the following prefix:
- A. CSMTASK prefix
- B. No specific task prefix just existing TASK prefix
- C. CSTASK prefix
- D. CASETASK prefix
Answer: C
NEW QUESTION # 105
Articles can provide the following: (Choose three.)
- A. Share product information
- B. Provide answers and responses to common issues or questions
- C. Information about customer's service contract
- D. Document current and known issues
Answer: A,B,D
NEW QUESTION # 106
Name a security benefit gained from using scoped applications:
- A. Prevents changes to tables without explicit permission from IT
- B. Limits the number of update sets that can be applied
- C. Limits accessibility to other applications in the Instance
- D. Prevents third party Integrations
Answer: C
NEW QUESTION # 107
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
Explanation:
Reference:
customer-service-management/concept/c_CaseRouting.html
NEW QUESTION # 108
What one of the following is optional when creating a Catalog workflow?
- A. Defining workflow activities
- B. Managing workflow versions
- C. Approving the workflow
- D. Publishing the workflow
Answer: B
Explanation:
Explanation
NEW QUESTION # 109
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
- A. Web
- B. Email
- C. Social
- D. Chat
Answer: A,B
Explanation:
Explanation
NEW QUESTION # 110
From a security perspective, scoping brings several benefits: (Choose two.)
- A. The scope holds the records and acts as a container for the desired Customer Service Management Applications
- B. Provides CSM teams the autonomy and control needed to configure and manage the CSM application, but not the CSM Service Portals
- C. Improves instance security by limiting accessibility to other applications on the instance
- D. IT can manage and control the pace of the CSM teams because dependencies have been put in place
Answer: A,C
NEW QUESTION # 111
How many active OpenFrame configurations can you have on an instance?
- A. Unlimited
- B. 0
- C. 1
- D. 2
Answer: A
Explanation:
Explanation
NEW QUESTION # 112
What are the characteristics of Knowledge Categories?
- A. Shareable across KBs: Yes ; Multi-Level: Yes
- B. Shareable across KBs: No ; Multi-Level: No
- C. Shareable across KBs: Yes ; Multi-Level: No
- D. Shareable across KBs: No ; Multi-Level: Yes
Answer: D
NEW QUESTION # 113
Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?
- A. CSM Prediction Results
- B. In-form Analytics Most Voted
- C. Case Spotlight
- D. Service Analytics
Answer: B
NEW QUESTION # 114
......
The CIS-CSM certification is a vendor-agnostic certification, which means that it is recognized worldwide and not limited to any specific industry or organization. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification examination is rigorous and comprehensive, covering a wide range of topics such as CSM application design, configuration, and implementation planning.
Grab latest Amazon CIS-CSM Dumps as PDF Updated: https://www.fast2test.com/CIS-CSM-premium-file.html
Updated Official licence for CIS-CSM Certified by CIS-CSM Dumps PDF: https://drive.google.com/open?id=1Qc0qSWqB0c4U7iUh52Z08BVhstmgcIAU