ServiceNow CIS-CSM Online Practice Questions and Exam Preparation

ServiceNow CIS-CSM Online Questions & Answers

• Question 141:

  Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?

  A. The create contact (consumer) feature is available in all CSM Workspaces
  B. The create contact (consumer) feature is not available in any of the CSM Workspaces
  C. The create contact (consumer) feature is only available in the CSM Configurable Workspace
  D. The create contact (consumer) feature is only available in the Agent Workspace
  C. The create contact (consumer) feature is only available in the CSM Configurable Workspace

• Question 142:

  What are the different resource matching methods on the Matching Rule form? (Choose four.)

  A. Simple
  B. Advanced
  C. Selection Criteria
  D. Skill
  E. Affinity
  F. Scripted
  A. Simple
  B. Advanced
  C. Selection Criteria
  F. Scripted

• Question 143:

  What are the types of units used to measure entitlements? (Choose two.)

  A. Hours
  B. Contract
  C. Cost
  D. Case
  A. Hours
  D. Case

• Question 144:

  What are the three out-of-the-box playbooks for CSM? (Choose three.)

  A. Case playbook for Onboarding
  B. Case playbook for Billing
  C. Case playbook for Accounts
  D. Case playbook for Product Support
  E. Case playbook for Complaints
  A. Case playbook for Onboarding
  D. Case playbook for Product Support
  E. Case playbook for Complaints

• Question 145:

  What are features of Customer Service Management? (Choose four.)

  A. Timed Audits
  B. Service Entitlements
  C. Demand Management
  D. Service Prospecting
  E. Real-time SLAs
  F. Service Contracts
  G. Skills-based routing
  B. Service Entitlements
  E. Real-time SLAs
  F. Service Contracts
  G. Skills-based routing

• Question 146:

  Regarding Account Teams, what is the purpose of marking a role as 'unique'?

  A. The role then becomes a child responsibility
  B. Ensure there is a dedicated account manager for that account
  C. The role then becomes a parent responsibility
  D. Prevent the same role being used on different customer accounts
  D. Prevent the same role being used on different customer accounts

• Question 147:

  Access to a Knowledge base or Article can be restricted based on a customer's assets and the product models using which of the following? (Choose two.)

  A. Knowledge Product Entitlements
  B. Data Policy
  C. ACL
  D. User Criteria
  A. Knowledge Product Entitlements
  D. User Criteria

• Question 148:

  What are some benefits that Knowledge Product Entitlement provide? (Choose three.)

  A. Reduces call volume
  B. Makes it easier for Agents to manage case volume
  C. Allows access to Knowledge Articles that are related to products owned by a customer
  D. Information about customer's service contract
  E. Focused product marketing
  A. Reduces call volume
  B. Makes it easier for Agents to manage case volume
  C. Allows access to Knowledge Articles that are related to products owned by a customer

• Question 149:

  The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.

  A. False
  B. True
  B. True

• Question 150:

  What functionality is required to automatically close resolved cases if customers do not respond within a specified time?

  A. Auto Close Resolved Cases Business Rule
  B. Auto Close Resolved Cases Scheduled Job
  C. Auto Close Resolved Cases Flow Designer Flow
  D. Auto Close Resolved Cases Workflow
  C. Auto Close Resolved Cases Flow Designer Flow