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Question 26
When configuring email in Communication Channels, how many outgoing email addresses are supported?
- A: One
- B: Two
- C: Three
- D: Unlimited
Question 27
Which of the following roles have permission to create a relationship between a contact and an account? (Choose two.)
- A: sn_customerservice_agent
- B: sn_customerservice.customer_admm
- C: sn_customerservice.partner_admin
- D: sn_customerservice_manager
- E: admin
Question 28
In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?
- A: The process of developing, operating, maintaining, upgrading, and disposing of assets in me most cost-effective manner
- B: A generic activity or process responsible for tracking and reporting the value and ownership of assets throughout their lifecycle
- C: Asset management has different use cases for tracking specific products or services customers are using
- D: It includes all of the data crucial to support customers as efficiently as possible
Question 29
What is KCS (Knowledge Centered Services)?
- A: A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management
- B: A documented methodology to provide a set of best practices for creating and maintaining knowledge
- C: A dashboard with specific visualization of the different knowledge bases and categories
- D: An application that helps agents and managers to create cases from Knowledge articles
Question 30
When creating or importing assets for CSM, model categories are used to: (Choose three.)
- A: Define whether a Configuration Item (CI) is created when an Asset record is created or vice versa
- B: Group assets together
- C: Build a classification structure for product models
- D: Model the configuration options for each product model being sold to customers
- E: Define a link between Asset classes and Configuration Item (CI) classes
Question 31
Viewing a customer’s install base in the CSM Workspaces enables customer service agents to: (Choose two.)
- A: Close an upsell of related products and services not yet purchased by a customer
- B: See the detailed configurations of the products and services deployed for a customer to determine the action needed
- C: Trace Information provided in a case to the right product or service to which it relates
- D: Monitor related operational services and configuration items that affect service health
Question 32
Benefits of Proactive Customer Service Operations include: (Choose two.)
- A: Reduced inbound calls from customers
- B: Reduction in staff turnover
- C: Major cases can be eliminated as there will be no Impact to customers
- D: Reduced Mean Time To Resolve (MTTR)
- E: Guaranteed increase in customer satisfaction
Question 33
What features are included with the Customer Service Portal? (Choose three.)
- A: Header with links for different customer activities such as creating a case
- B: Search feature to get information from several repositories
- C: Links to information sources such as the knowledge base, community and customer support
- D: Links to marketing promotions and product coupons
- E: The ability to create new accounts
Question 34
What does NLU stand for?
- A: Natural-Learning Userability
- B: Natural-Language Understanding
- C: Natural-Learning URL
- D: Natural-Language URL
Question 35
What should be emphasized when designing solutions? (Choose three.)
- A: Minimize customizations
- B: Focus Out-of-the-box functionality
- C: Design for Scalability
- D: Mobile friendly functionality
Question 36
Out-of-the-box. cases are automatically closed after how many days?
- A: 3 days
- B: 5 days
- C: 10 days
- D: Cases are not automatically closed by default
Question 37
When are any changes to the platform considered a customization?
- A: When they require an implementation spread across all project phases
- B: If they are NOT applied through the usage of built-in tools on the Now Platform
- C: When they are solely implemented for a custom application
- D: When there are business demands for custom functionality that is not offered out-of-the-box
Question 38
Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?
- A: Service Analytics
- B: In-form Analytics
- C: Case Spotlight
- D: CSM Prediction Results
Question 39
The case digests feature includes which types of case communication? (Choose two.)
- A: Case Lifecycle Reports
- B: Case Action Summaries
- C: Post Case Reviews
- D: Case Post Mortem
Question 40
By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)
- A: Assets
- B: Publications
- C: Products
- D: Contacts
- E: Contracts
Question 41
Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?
- A: Quick Messages
- B: Quick Actions
- C: Response Templates
- D: Templates
Question 42
In the Customer Service Management space what defines the term asset?
- A: A physical item
- B: A specific product instance supported for a customer
- C: A product that a company supports
- D: A resource that allows a business service
Question 43
Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)
- A: Escalate a case on the add-m panel of Outlook
- B: Register the sender of an email as contact
- C: As the Microsoft Outlook user, register yourself as self-contributor
- D: Create cases using email content in Outlook for the customer contact
Question 44
To which entities can Special Handling Notes be applied out of the box?
- A: Consumer
- B: Entitlement
- C: Sold Product
Question 45
Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)
- A: Partner Service
- B: Customer Service
- C: Consumer Service
- D: Product Service
Question 46
What role does the Engagement Manager play before the Workshop? (Choose two.)
- A: Project Manager
- B: Acts as intermediary
- C: Provides answers to technical problems
- D: Assists with technical requirements
Question 47
Partner admin (sn_customerservice.partner_admin) contacts have access to:
- A: Their customer account
- B: Their partner accounts
- C: Both
- D: Neither
Question 48
From a security perspective, scoping brings several benefits: (Choose two.)
- A: Improves instance security by limiting accessibility to other applications on the instance
- B: Provides CSM teams the autonomy and control needed to configure and manage the CSM application, but not the CSM Service Portals
- C: IT can manage and control the pace of the CSM teams because dependencies have been put in place
- D: The scope holds the records and acts as a container for the desired Customer Service Management Applications
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