[Feb 07, 2022] CIS-CSM Ultimate Study Guide - ExamCost
Ultimate Guide to Prepare CIS-CSM Certification Exam for CIS-Customer Service Management in 2022
NEW QUESTION 11
What should be emphasized when designing solutions? (Choose three.)
- A. Minimize customizations
- B. Mobile friendly functionality
- C. Design for Scalability
- D. Focus Out-of-the-box functionality
Answer: B,C,D
NEW QUESTION 12
What one of the following is optional when creating a Catalog workflow?
- A. Managing workflow versions
- B. Defining workflow activities
- C. Publishing the workflow
- D. Approving the workflow
Answer: A
Explanation:
Explanation
NEW QUESTION 13
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
- A. Chat
- B. Social
- C. Web
- D. Email
Answer: C,D
NEW QUESTION 14
Match the business rule to its function in the Self-Service Portal.
Hot Area:
Answer:
Explanation:
Explanation
NEW QUESTION 15
What one of the following is optional when creating a Catalog workflow?
- A. Managing workflow versions
- B. Defining workflow activities
- C. Publishing the workflow
- D. Approving the workflow
Answer: A
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/workflow- administration/task/t_CrtWkflwNewSvcCtlgItm.html
NEW QUESTION 16
From a service provider's perspective, is the following a product or an asset?
A cable modem model that the service provider sells.
- A. Asset
- B. Product
Answer: B
NEW QUESTION 17
What are common types of application record data that are imported during a CSM data migration?
(Choose two.)
- A. Chat
- B. Case
- C. Knowledge Article
- D. Accounts
Answer: B,D
NEW QUESTION 18
Predictive Intelligence improves Case management by:
- A. Replacing legacy routing rules
- B. Reducing the number of records needed to accurately predict a value
- C. Predicting what values should have gone into empty fields in historical records
- D. Predicting Case values without manual intervention
Answer: D
NEW QUESTION 19
If only one user reports a content for moderation, the content will be hidden.
- A. False
- B. True
Answer: A
Explanation:
Explanation
NEW QUESTION 20
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. Data Policy
- B. User Criteria
- C. Knowledge Product Entitlements
- D. ACL
Answer: B,C
NEW QUESTION 21
________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :
- A. Consumer [sn_customerservice.consumer]
- B. Partner [sn_customerservice.partner]
- C. Customer case manager [sn_customerservice.customer_case_manager]
- D. Customer administrator [sn_customerservice.customer_admin]
- E. Customer [sn_customerservice.customer]
- F. Partner administrator [sn_customerservice.partner_admin]
Answer: C
NEW QUESTION 22
Which social media channels are NOT available out-of-box?
- A. Facebook
- B. None of the above
- C. All of the above
- D. Twitter
- E. LinkedIn
Answer: B
NEW QUESTION 23
What one of the following is optional when creating a Catalog workflow?
- A. Managing workflow versions
- B. Defining workflow activities
- C. Publishing the workflow
- D. Approving the workflow
Answer: A
NEW QUESTION 24
What are common types of application record data that are imported during a CSM data migration? (Choose two.)
- A. Chat
- B. Case
- C. Knowledge Article
- D. Accounts
Answer: B,D
NEW QUESTION 25
How many active OpenFrame configurations can you have on an instance?
- A. 0
- B. 1
- C. Unlimited
- D. 2
Answer: C
Explanation:
Explanation
NEW QUESTION 26
HOTSPOT
Match the definitions for roles relationships.
Hot Area:
Answer:
Explanation:
NEW QUESTION 27
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
- A. The imported article will have the same category it had in the source knowledge base
- B. Only applications that allow WebDAV connections can be integrated
- C. SharePoint blocks this integration
- D. Imported external articles appear as attachments in ServiceNow
Answer: A,B
NEW QUESTION 28
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CIS-Customer Service Management Fundamentals-CIS-CSM Exam-Practice-Dumps: https://pass4sure.examcost.com/CIS-CSM-practice-exam.html
