CIS-Customer Service Management CIS-CSM Dumps Full Questions with Free PDF Questions to Pass
100% Updated ServiceNow CIS-CSM Enterprise PDF Dumps
NEW QUESTION 20
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
- A. Social
- B. Chat
- C. Email
- D. Web
Answer: C,D
Explanation:
Explanation
NEW QUESTION 21
What one of the following is optional when creating a Catalog workflow?
- A. Approving the workflow
- B. Managing workflow versions
- C. Publishing the workflow
- D. Defining workflow activities
Answer: B
Explanation:
Explanation
NEW QUESTION 22
What is required to enable the Follow the sun field on the Customer Service Case form?
- A. The value property on the form must be set to true and the field added to the case form
- B. Nothing, it is a standard field
- C. The value property on the form must be set to true
- D. The plugin 'com.snc.csm_time_recording' needs to be activated
Answer: C
Explanation:
Explanation
NEW QUESTION 23
What is required to synchronize fields from a parent to a child case(s)?
- A. Major Issue Management needs to be installed and certain properties enabled
- B. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
- C. The role of sn_customerservice.customer_case_manager must be assigned
- D. No action required, this is a standard Customer Service Management feature
Answer: D
Explanation:
Explanation
NEW QUESTION 24
Major Issue Management uses which one of the following capabilities?
- A. Targeted Communications
- B. Governance Risk and Control
- C. Record producers
- D. Asset management
Answer: A
NEW QUESTION 25
From a service provider's perspective, is the following a product or an asset?
A cable modem model that the service provider sells.
- A. Product
- B. Asset
Answer: A
NEW QUESTION 26
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
- A. Service Catalog
- B. Open An Incident
- C. Community
- D. Knowledge Base
Answer: A,C,D
Explanation:
Explanation/Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/success/ playbook/self-service-improvement.pdf
NEW QUESTION 27
How many active OpenFrame configurations can you have on an instance?
- A. Unlimited
- B. 0
- C. 1
- D. 2
Answer: A
NEW QUESTION 28
Articles can provide the following: (Choose three.)
- A. Document current and known issues
- B. Provide answers and responses to common issues or questions
- C. Share product information
- D. Information about customer's service contract
Answer: A,B,C
Explanation:
Explanation
NEW QUESTION 29
Special Handling Notes can apply to which one of the following based on specific attributes?
- A. Contact
- B. VIP
- C. Domain
- D. Holiday
Answer: D
NEW QUESTION 30
What module is used to create Case Record Producers?
- A. Record Producers
- B. Case Record Producers
- C. Edit Records
- D. Maintain Records
Answer: A
NEW QUESTION 31
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
- A. True
- B. False
Answer: A
NEW QUESTION 32
What should be part of the pre-engagement collateral?
- A. Customer Service roles template
- B. Stock Keeping Unit (SKU) and pricing sheet
- C. Scoping Guide
- D. Frequently Asked Questions (FAQ)
Answer: C
NEW QUESTION 33
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.
- A. True
- B. False
Answer: A
NEW QUESTION 34
In the Customer Service Management space, what does the term asset management mean?
- A. Tables in the Asset application
- B. Tracking products or services customers are using
- C. Financial, contractual and inventory information of assets
- D. A set of business activities and processes used to track assets
Answer: C
NEW QUESTION 35
Match the business rule to its function in the Self-Service Portal.
Hot Area:
Answer:
Explanation:
Explanation
Explanation
NEW QUESTION 36
Matching rules enhance assignment capability by ____________________.
- A. Providing dynamic matching of cases to groups or individuals
- B. Matching best agent by skill
- C. Matching best agent by availability
- D. Determining if account is a customer or partner
Answer: C
Explanation:
Explanation
NEW QUESTION 37
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)
- A. Manage cases
- B. Manage assets
- C. Execute assigned tasks
- D. Close work orders
- E. Manage requests
Answer: A,C,D
Explanation:
Explanation
Explanation:
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
NEW QUESTION 38
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