CIS-CSMPreview

Which of the following child case states would cause parent - child case synchronization to fail? (Choose three.)

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?

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.)

Based on which out-of-box attributes can Special handling Notes be applied to cases? (Choose three.)

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?

What feature does the Product Model and Catalog Items Relationship plugin enable?

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

Application Scoping from a security perspective brings the following benefits: (Choose two.)

How can multiple service catalogs be made available on the Customer Service Portal?

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?

Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)

From which one of the following can an agent create a CSM Case:

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?

What types of escalation templates can be created? (Choose two.)

What are the recommended good practices when running implementation workshops? (Choose three.)

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?

Out-of-box, which functionality handles state transitioning for case management?

Which of the following are benefits of customer access management? (Choose two.)

What are the advantages of leading indicators over lagging indicators? (Choose two.)

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?

What is knowledge article versioning?

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

Service providers use business models to support their various customers. What type of customer is supported with the Business-to-Consumer (B2C) model?