Attested CIS-CSM Dumps PDF Resource [2024]
Latest CIS-CSM Actual Free Exam Questions Updated 241 Questions
NEW QUESTION # 56
Which of the following statements is correct regarding product models in CSM?
- A. Products models can only contain digital (logical) items
- B. Product models can only contain physical items
- C. Product models can contain either physical items or digital (logical) items but not both in the same model
- D. Product models can contain both physical items and digital (logical) items in the same mode
Answer: D
NEW QUESTION # 57
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
- A. Manage requests on behalf of customer service agents
- B. Create requests on behalf of customers
- C. Manage cases on behalf of customer service agents
- D. Manage major incident communication on behalf of a customer service manager
- E. Create cases on behalf of customers
Answer: B,E
NEW QUESTION # 58
Which of the following roles cannot update a consumer's record?
- A. sn_customerservice_manager
- B. admin
- C. sn_customerservice.consumer_agent
- D. sn_customerservice_agent
Answer: D
NEW QUESTION # 59
What allows the implementation of phases and tasks to meet performance goals track progress and measure success?
- A. Service Level Agreement Tasks
- B. Performance Analytics Spotlight
- C. Continual Improvement Management
- D. Scheduled Reporting
Answer: C
NEW QUESTION # 60
Which application must be activated to enable customers to check in on-line for future appointments?
- A. Service Organization
- B. Walk-Up Experience
- C. Business Location
- D. Field Service Management
Answer: B
NEW QUESTION # 61
How can multiple service catalogs be made available on the Customer Service Portal?
- A. Only the Customer Service service catalog can be used on the Customer Service Portal
- B. Include them in the list of service catalogs on the Customer Service Portal record
- C. Create user criteria for each of the applicable service catalogs
- D. Add them to the list of service catalogs in the Customer Service Portal header widget options
Answer: B
NEW QUESTION # 62
_____________________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.
Options are :
- A. Agent [sn_customerservice_agent]
- B. Customer case manager [sn_customerservice.customer_case_manager]
- C. Customer administrator [sn_customerservice.customer_admin]
- D. Consumer Agent [sn_customerservice.consumer_agent]
- E. Agent manager [sn_customerservice_manager]
- F. Partner [sn_customerservice.partner]
Answer: D
NEW QUESTION # 63
Agents and managers cannot create knowledge articles from Community questions.
- A. True
- B. False
Answer: B
Explanation:
The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit, and retire knowledge articles that they are associated with.
NEW QUESTION # 64
Out-of-the-box. cases are automatically closed after how many days?
- A. Cases are not automatically closed by default
- B. 10 days
- C. 5 days
- D. 3 days
Answer: A
NEW QUESTION # 65
What module is used to create Case Record Producers?
- A. Maintain Records
- B. Record Producers
- C. Edit Records
- D. Case Record Producers
Answer: B
NEW QUESTION # 66
How many active OpenFrame configurations can you have on an instance?
- A. 0
- B. 1
- C. 2
- D. Unlimited
Answer: D
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/jakarta-customer-service-management/page/product/ customer-service-management/task/t_CreateAnOpenFrameConfiguration.html
NEW QUESTION # 67
Which of the following are best practice with regard to data imports? (Choose two.)
- A. Images embedded in Knowledge Articles should be uploaded separately
- B. Use ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather than in the legacy repository.
- C. Ensure the field data lengths in ServiceNow are adequate for the imported data because ServiceNow does not automatically adjust the length.
- D. When importing to multiple instances import to each instance separately.
Answer: A,C
NEW QUESTION # 68
Viewing a customer's install base in the CSM Workspaces enables customer service agents to: (Choose two.)
- A. Trace Information provided in a case to the right product or service to which it relates
- B. See the detailed configurations of the products and services deployed for a customer to determine the action needed Most Voted
- C. Close an upsell of related products and services not yet purchased by a customer Most Voted
- D. Monitor related operational services and configuration items that affect service health
Answer: B,C
NEW QUESTION # 69
Which of the following are channels? (Choose two.)
- A. Chat
- B. Web
- C. Contacts
- D. Article
Answer: A,B
NEW QUESTION # 70
What are the Forum User Types? (Choose three.)
- A. Admin
- B. Custom
- C. Registered
- D. Public
- E. Moderator
Answer: C,D,E
Explanation:
Explanation
NEW QUESTION # 71
What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?
- A. Virtual Agent
- B. Catalog
- C. Portal
- D. Web
Answer: D
NEW QUESTION # 72
Which ServiceNow products can be integrated out-of-the-box with CSM?
Choose 3 answers
- A. Risk Wana9emenI
- B. Financial Management
- C. DevOps
- D. ITOM Event Management
- E. Strategic Portfolio Management
Answer: B,D,E
Explanation:
https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/integrate-csm-other-applics.html
NEW QUESTION # 73
Based on which out-of-box attributes can Special Handling Notes be applied to cases?
Choose 3 answers
- A. Product Model
- B. Service Contract
- C. Install Base Item
- D. Contact
- E. Account
Answer: A,D,E
Explanation:
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/c_OnScreenAlerts.html
NEW QUESTION # 74
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?
- A. Viewing knowledge articles
- B. Live chat
- C. Open an incident
- D. Consumer self-registration
Answer: D
Explanation:
Source: https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-management/concept/omnichannels-communicating-customers.html
NEW QUESTION # 75
In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)
- A. Blocked internally and by customer
- B. Blocked by case task
- C. Blocked by internally
- D. Blocked by approval
Answer: B,D
NEW QUESTION # 76
Information in the Case Field 'Contact' is copied to which Incident Field?
- A. Caller
- B. Contact
- C. Customer
- D. User
Answer: B
Explanation:
Reference:
customer-service-management/reference/csm-integration-sm-incident.html
NEW QUESTION # 77
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