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CIS-CSM Dumps Full Questions - Exam Study Guide

NEW QUESTION 16
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/Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/data-sheet/ ds-sim.pdf (2)

 

NEW QUESTION 17
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 18
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 19
Match the definitions for roles relationships.
Hot Area:

Answer:

Explanation:

 

NEW QUESTION 20
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.
Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/task/create-knowledge-article.html

 

NEW QUESTION 21
Major Issue Management uses which one of the following capabilities?

• A. Asset management
• B. Record producers
• C. Governance Risk and Control
• D. Targeted Communications

Answer: D

Explanation:
Explanation

 

NEW QUESTION 22
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

Explanation:
Explanation/Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/success/ playbook/self-service-improvement.pdf

 

NEW QUESTION 23
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 24
In the Customer Service Management space, what does the term asset management mean?

• A. Financial, contractual and inventory information of assets
• B. Tables in the Asset application
• C. A set of business activities and processes used to track assets
• D. Tracking products or services customers are using

Answer: A

Explanation:
Explanation

 

NEW QUESTION 25
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

Explanation:
Explanation

 

NEW QUESTION 26
Which of the following is a condition for matching rules?

• A. Agent domain
• B. Specific case attributes
• C. Switching
• D. Assignment

Answer: D

 

NEW QUESTION 27
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

Explanation:
Explanation

 

NEW QUESTION 28
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 29
_____________________ is a role for agents who assists consumers with questions, issues, and problems.
This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.
Options are :

• A. Consumer Agent [sn_customerservice.consumer_agent]
• B. Agent [sn_customerservice_agent]
• C. Customer case manager [sn_customerservice.customer_case_manager]
• D. Customer administrator [sn_customerservice.customer_admin]
• E. Partner [sn_customerservice.partner]
• F. Agent manager [sn_customerservice_manager]

Answer: A

 

NEW QUESTION 30
Which of the following are best practice with regard to data imports? (Choose two.)

• A. Use ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather than in the legacy repository.
• B. When importing to multiple instances import to each instance separately.
• C. Ensure the field data lengths in ServiceNow are adequate for the imported data because ServiceNow does not automatically adjust the length.
• D. Images embedded in Knowledge Articles should be uploaded separately

Answer: B,D

 

NEW QUESTION 31
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 32
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)

• A. Have a clear understanding of the use cases
• B. Define the Business Pain Points
• C. Implementation is only as good as the underlying process
• D. Provide consistent service to customers
• E. Define the number of hours needed to develop the associated requirements

Answer: A,B,C,E

 

NEW QUESTION 33
What are common types of application record data that are imported during a CSM data migration? (Choose two.)

• A. Accounts
• B. Knowledge Article
• C. Chat
• D. Case

Answer: A,D

 

NEW QUESTION 34
Agents and managers cannot create knowledge articles from Community questions.

• A. False
• B. True

Answer: A

Explanation:
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 35
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