CIS-CSM
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Question 1
Agents and managers cannot create knowledge articles from Community questions.
- A: True
- B: False
Question 2
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
- A: Case Escalation
- B: Case State
- C: Case Categorization
- D: Case Prioritization
Question 3
Which of the following child case states would cause parent - child case synchronization to fail? (Choose three.)
- A: Resolved
- B: In Progress
- C: Awaiting Info
- D: New
- E: Closed
- F: Cancelled
Question 4
External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals. Which of the following can they approve in relation to cases via the portals?
- A: Request Records and Escalations
- B: Change Records and Request Records
- C: Problem Records and Escalations
- D: Problem Records and Incident Records
Question 5
Playbooks for CSM provide step-by-step guidance for resolving specific types of customer service cases. What are the three out-of-the-box playbooks for CSM? (Choose three.)
- A: Case playbook for Onboarding
- B: Case playbook for Services
- C: Case playbook for Product Support
- D: Case playbook for Complaints
- E: Case playbook for Billing
Question 6
Based on which out-of-box attributes can Special handling Notes be applied to cases? (Choose three.)
- A: Service Contract
- B: Install Base Item
- C: Product
- D: Account
- E: Contact
Question 7
As an agent you can report a knowledge gap, if you cannot find relevant articles that could help resolve a case. Which action is required to create the knowledge gap?
- A: Document the knowledge gap in the case work notes and escalate the case
- B: Post a question in one of the various Customer Service Management knowledge bases
- C: Use Related Links on the case form to report a knowledge gap
- D: Use the Create Knowledge button on the case form to report a knowledge gap
Question 8
What feature does the Product Model and Catalog Items Relationship plugin enable?
- A: Agents are automatically proposed catalog items related to the chosen product on the case form
- B: Consumers can track what products they have purchased via the catalog
- C: It provides a contextual service catalog based on the customer’s subscribed services
- D: Customer service managers can track the financial cost of customer’s subscribed services and the related requests
Question 9
What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?
- A: The case escalates to an assignment group as defined in the default escalation template
- B: The case work notes are updated automatically
- C: The case action status changes to Related Task Updated
- D: The case displays a special handling note highlighting the update
Question 10
Application Scoping from a security perspective brings the following benefits: (Choose two.)
- A: Improves instance security by limiting access to other applications on the instance
- B: Scoped applications prevent versioning for complex instances
- C: Scoping hold the records and acts as a container for the desired CSM applications
- D: Scoped applications limits autonomy and control of all aspects of the CSM application
Question 11
How can multiple service catalogs be made available on the Customer Service Portal?
- A: Include them in the list of service catalogs on the Customer Service Portal record
- B: Add them to the list of service catalogs in the Customer Service Portal header widget options
- 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
Question 12
Now Create provides a prescriptive methodology, leading practices, and accelerators to help with ServiceNow implementations and upgrades. How many sequential project phases and exit gates are there in the Now Create Methodology?
- A: Three
- B: Five
- C: Four
- D: Six
Question 13
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
- A: Apply Role by Customer
- B: Auto Assessment
- C: Change Update to Close
- D: Update Case Entitlement
Question 14
From which one of the following can an agent create a CSM Case:
- A: Human Resource Application
- B: Incident Management
- C: Chat
- D: Special Handling Note
Question 15
Using the out-of-the-box major issue management process flow, a consumer service agent proposes an existing case in the Open state as a major case candidate. The major case candidate has a consumer defined and is approved by the customer service manager What happens to the major case candidate?
- A: The major case candidate becomes a major case
- B: A new major case is created and the major case candidate is added as a child to the major case
- C: The major case candidate requires an approval from the major issue manager
- D: The major case candidate is closed and a new major case is created
Question 16
What types of escalation templates can be created? (Choose two.)
- A: Case
- B: Sold Product
- C: Consumer
- D: Account
Question 17
What are the recommended good practices when running implementation workshops? (Choose three.)
- A: Give the customers the data they need so they can make an informed decision
- B: Any financial implication of a decision should be handled by the delivery and sales team
- C: Enforce customers to adapt their processes towards the baseline processes
- D: Engage with customers to gain deep understanding of their organization
- E: Guide the customer toward industry best practices
Question 18
What is the specific type of catalog item called that allows users to create task-based records, such as case records, from the Service Catalog?
- A: Request Item
- B: Record Producer
- C: Catalog Processor
- D: Case Template
Question 19
Out-of-box, which functionality handles state transitioning for case management?
- A: Workflows
- B: State Flows
- C: Business Rules
- D: Flows
Question 20
Which of the following are benefits of customer access management? (Choose two.)
- A: It defaults the responsibility for access management to the customer service agent.
- B: It increases security by automatically providing access to case information based on account hierarchy
- C: It increases automation by automatically granting access to cases based on access to sold product
- D: It improves the customer experience by enabling related parties to track and collaborate on cases.
- E: It defaults the responsibility for access management to the customer.
Question 21
What are the advantages of leading indicators over lagging indicators? (Choose two.)
- A: Hard to influence
- B: Prospective
- C: Retrospective
- D: Easy to influence
Question 22
Customer Service Management Administrators can delegate Contact Administration activities to specific contacts within accounts by assigning specific roles to one or more users. Which of the following roles, if assigned, would allow the user to create contacts?
- A: Customer case manager (sn_customerservice.customer_case_manager)
- B: Customer account manager (sn_customerservice.customer_account_manager)
- C: Customer admin (sn_customerservice.customer_admln)
- D: Customer (sn_customerservice.customer)
Question 23
What is knowledge article versioning?
- A: A content tracker for knowledge articles
- B: A knowledge article publishing guide
- C: The ability to manage and track article updates
- D: A knowledge article numbering guide
Question 24
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
- A: Define the Business Pain Points
- B: Provide consistent service to customers
- C: Have a clear understanding of the use cases
- D: Define the number of hours needed to develop the associated requirements
- E: Implementation is only as good as the underlying process
Question 25
Service providers use business models to support their various customers. What type of customer is supported with the Business-to-Consumer (B2C) model?
- A: Individuals
- B: Partners
- C: Contacts
- D: Accounts
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