CIS-Customer Service Management CIS-CSM Real Exam Questions and Answers FREE Updated on Sep 12, 2021
CIS-CSM Ultimate Study Guide - Test4Sure
NEW QUESTION 20
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. Account
- B. Personnel File
- C. Not supported
- D. Social Profile
- E. Consumer
Answer: D
NEW QUESTION 21
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 Categorization
- D. Case State
Answer: A,C
Explanation:
Explanation
NEW QUESTION 22
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
NEW QUESTION 23
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. Data Policy
- C. User Criteria
- D. ACL
Answer: A,C
NEW QUESTION 24
The available case types are: (Choose two.)
- A. Support
- B. Product
- C. Order
- D. Product Support
Answer: A,C
NEW QUESTION 25
Match the definitions for roles relationships.
Hot Area:
Answer:
Explanation:
NEW QUESTION 26
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
- A. Missing configuration
- B. Misconfigured
- C. Selecting all the groups
- D. Selecting none of the groups
Answer: C
NEW QUESTION 27
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 28
What should be emphasized when designing solutions? (Choose three.)
- A. Focus Out-of-the-box functionality
- B. Design for Scalability
- C. Mobile friendly functionality
- D. Minimize customizations
Answer: A,B,C
NEW QUESTION 29
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A. Record Producer only
- B. Both portal question entry and Record Producer
- C. None of the above
- D. Entering question in portal only
Answer: A
Explanation:
Explanation
NEW QUESTION 30
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/Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/concept/knowledge-external-content-integration.html
NEW QUESTION 31
Special Handling Notes can apply to which one of the following based on specific attributes?
- A. Domain
- B. VIP
- C. Contact
- D. Holiday
Answer: C
NEW QUESTION 32
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
- A. True
- B. False
Answer: A
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_RolesInstalledWithCustomerService.html
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
Which of the following roles cannot update a consumer's record?
- A. sn_customerservice_agent
- B. sn_customerservice.consumer_agent
- C. sn_customerservice_manager
- D. admin
Answer: A
NEW QUESTION 35
Which social media channels are NOT available out-of-box?
- A. All of the above
- B. LinkedIn
- C. Facebook
- D. Twitter
- E. None of the above
Answer: E
NEW QUESTION 36
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