ServiceNow ServiceNow Certifications CIS-CSM Questions & Answers

• Question 211:

  What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)

  A. Reduces agent workload

  B. Reduces monthly case volume

  C. Work orders can be created from a case

  D. Customer can access work order details and tasks created for their case

  Correct Answer: AB

• Question 212:

  Guided decisions is a decision authoring and execution capability that dynamically guides agents to resolve complex cases. Guided decisions consist of decision trees. What is a decision tree?

  A. A step-by-step methodology for creating and solving different case types

  B. A detailed check list for customer service teams

  C. A multi-step process consisting of a series of questions answers, and guidance

  D. A set of steps used to define a complex process

  Correct Answer: A

• Question 213:

  In the 'Action Status' column on a case list, what could a blue indicator dot mean?

  A. Needs attention

  B. Blocked internally

  C. Blocked externally

  D. Work in progress

  Correct Answer: A

• Question 214:

  Customer service personnel who are allocated the customer service agent (sn_customerservice_agent) role are responsible for which of the following tasks? (Choose four.)

  A. Assist customers with questions, issues and problems

  B. Create cases

  C. Propose major cases

  D. View, edit, and work on cases

  E. Approve customer contacts

  F. Manage customer entitlements

  Correct Answer: ABCD

• Question 215:

  The ServiceNow add-in for Microsoft Outlook enables you to manage workflows such as creating and updating contacts and cases from within Microsoft Outlook. How could this feature positively affect customer experience?

  A. As email is being used fewer agents would be required to create cases so service costs would go down

  B. It is easier to report on data in emails which means managers would be better placed to track performance

  C. It can lead to taster resolution of customer issues and faster response to customer inquiries

  D. It would guarantee less wait time for customers who chose to call the customer service center

  Correct Answer: A

• Question 216:

  In ServiceNow's CSM Application, what is an interaction?

  A. Any configuration item that has been made accessible to customers

  B. A record that a Customer Service Agent uses to identify and resolve a question or an issue for an external customer

  C. A binding agreement between two parties

  D. A request for assistance made through a chat, phone call, or walk-up

  Correct Answer: D

• Question 217:

  Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)

  A. Can research questions issues, or problems, and create view and edit cases for only their own accounts

  B. Can assign the roles to other contacts in the same account

  C. Can view assets belonging to their account

  D. Can edit information or roles for existing contacts

  Correct Answer: AC

• Question 218:

  To which recipient types can targeted communications (publications) be sent? (Choose two.)

  A. Outsourced Service Providers

  B. Contacts

  C. Internal users

  D. Households

  Correct Answer: BC

• Question 219:

  What does viewing a customer's install base enable customer service agents to do? (Choose two.)

  A. See the detailed configurations of the products and services deployed for a customer to determine the action needed

  B. Monitor alerts for operational services and configuration items that affect service health

  C. Trace information provided in a case to the right product or service to which it relates

  D. Close an upsell of related products and services not yet purchased by a customer

  Correct Answer: AD

• Question 220:

  Which step in Advanced Work Assignment (AWA) would ensure the work was allocated to the appropriate agent?

  A. Set the Agent Experience

  B. Define Assignment Rules

  C. Define Work Item Queues

  D. Configure Service Channels

  Correct Answer: B