[Sep 17, 2024] Pass CIS-Customer Service Management CIS-CSM Exam With 241 Questions [Q98-Q113]

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[Sep 17, 2024] Pass CIS-Customer Service Management CIS-CSM Exam With 241 Questions

Ultimate Guide to Prepare Free ServiceNow CIS-CSM Exam Questions and Answer

QUESTION 98
What is the purpose of the sidebar feature in CSM Configurable Workspace?

Enables managers lo discreetly monitor chats between agents and customers

Enables agents to access response templates to help them resolve cases faster and more efficiently

To enable agents to collaborate with other agents or Subject Matter Experts (SMEs) in real-time for faster case resolution

Enables agents to keep information regarding details of the case visible at all times

https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/conversational-interfaces/concept/exploring-sidebar.html

QUESTION 99
Which social media channels are NOT available out-of-box?

Facebook

Twitter

All of the above

None of the above

QUESTION 100
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

Manage cases on behalf of customer service agents

Create cases on behalf of customers

Manage requests on behalf of customer service agents

Create requests on behalf of customers

Manage major incident communication on behalf of a customer service manager

Erläuterung

QUESTION 101
What are the Forum User Types? (Choose three.)

Admin

Registered

Public

Custom

Moderator

Erläuterung

QUESTION 102
What is the purpose of a Catalog Item variable?

Allows the customer to ask a question

Provides hint to the user on the field

Opens a chat session with customer support

Allows the customer or consumer to qualify their answer

Erläuterung

QUESTION 103
What are common types of application record data that are imported during a CSM data migration? (Choose two.)

Knowledge Article

Accounts

Chat

Case

QUESTION 104
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)

Manage requests

Execute assigned tasks

Close work orders

Manage cases

Manage assets

Erläuterung
Erläuterung:
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.
Reference: https://docs.servicenow.com/bundle/madrid-field-service-management/page/product/field- service-management/concept/mobile-experience-fsm.html

QUESTION 105
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?

Account

Not supported

Consumer

Social Profile

Personnel File

QUESTION 106
In Advanced Work Assignment, what does the overflow assignment capability do, if defined?

Uses matching and assignment rules to send work Hems to the agent with the most capacity

When one support group reaches capacity the work Item is automatically routed to another group

Uses matching and assignment rules to send won* items to the agent with the highest availability

Routes cases to different groups based on their skill set and availability

QUESTION 107
What are the three main components that make up Proactive Customer Service Operations?
Wählen Sie 3 Antworten

proactive Case

Service-Aware Install Base

Service-Aware CMDB

Proactive Prevention

Service Reporting

Service Monitoring

QUESTION 108
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

Manage cases on behalf of customer service agents

Create cases on behalf of customers

Manage requests on behalf of customer service agents

Create requests on behalf of customers

Manage major incident communication on behalf of a customer service manager

Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/employee-create-case-for-customer.html

QUESTION 109
What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?

The case action status changes to Related Task Updated

The case escalates to an assignment group as defined in the default escalation template

The case work notes are updated automatically

The case displays a special handling note highlighting the update

https://docs.servicenow.com/en-US/bundle/vancouver-it-service-management/page/product/problem-management/concept/sync-btwn-inci-prob.html

QUESTION 110
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)

Imported external articles appear as attachments in ServiceNow

Only applications that allow WebDAV connections can be integrated

The imported article will have the same category it had in the source knowledge base

SharePoint blocks this integration

Explanation/Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/concept/knowledge-external-content-integration.html

QUESTION 111
Customer service personnel who are allocated the customer service agent (sn_customerservice_agent) role are responsible for which of the following tasks? (Choose four.)

Assist customers with questions, issues and problems

Create cases

Propose major cases

View, edit, and work on cases

Approve customer contacts

Manage customer entitlements

QUESTION 112
Which knowledge records can be configured with User Criteria?

Knowledge Base

Knowledge Base and Category

Knowledge Base, Category and Article

Knowledge Base and Article

QUESTION 113
Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident. Problem and Change forms. What do you recommend to your customer?

Add a Show field to the base cmdb table: Check the Show box on those CI records they want to display; make reference qualifier to display only the CIs with show=true

Use the Principal CI class checkbox, to identify the CI classes that they want visible on the Incident, Problem, and Change forms Most Voted

Create an Access control to hide the unnecessary CIs from the itil users

Make a show/hide UI action to show only the desired CIs to the itil users

Laden …

ServiceNow CIS-CSM (ServiceNow Certified Implementation Specialist – Customer Service Management) Exam is designed to test the expertise of professionals in implementing and configuring ServiceNow’s Customer Service Management application. It is a certification exam that validates the technical skills of professionals who are involved in the implementation and configuration of ServiceNow’s customer service module. ServiceNow Certified Implementation Specialist – Customer Service Management Exam certification is recognized globally and is highly valued in the IT industry.

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