Sep-2021 Latest Free4Torrent CIS-CSM Exam Dumps with PDF and Exam Engine Free Updated Today!
Following are some new CIS-CSM Real Exam Questions!
NEW QUESTION 25
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. User Criteria
- D. ACL
Answer: A,C
NEW QUESTION 26
What is required to synchronize fields from a parent to a child case(s)?
- A. The role of sn_customerservice.customer_case_manager must be assigned
- B. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
- C. Major Issue Management needs to be installed and certain properties enabled
- D. No action required, this is a standard Customer Service Management feature
Answer: D
NEW QUESTION 27
HOTSPOT
Match the definitions for roles relationships.
Hot Area:
Answer:
Explanation:
NEW QUESTION 28
From what places in SN can an agent create a case? (Choose three.)
- A. Customer Service Application
- B. Contact
- C. Account
- D. Chat
Answer: A,B,C
NEW QUESTION 29
Match the business rule to its function in the Self-Service Portal.
Hot Area:
Answer:
Explanation:
Explanation
Explanation
NEW QUESTION 30
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
- A. Missing configuration
- B. Misconfigured
- C. Selecting all the groups
- D. Selecting none of the groups
Answer: C
NEW QUESTION 31
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 32
Read the use case below to determine if the customer service relationship is B2B or B2C.
Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage is local to the customer and scheduled a technician to Mary's house.
- A. B2B
- B. B2C
Answer: B
NEW QUESTION 33
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
- A. Web
- B. Social
- C. Email
- D. Chat
Answer: A,C
NEW QUESTION 34
What are the Forum User Types? (Choose three.)
- A. Custom
- B. Moderator
- C. Registered
- D. Admin
- E. Public
Answer: B,C,E
Explanation:
Explanation
NEW QUESTION 35
Which of the following are channels? (Choose two.)
- A. Article
- B. Web
- C. Chat
- D. Contacts
Answer: B,C
NEW QUESTION 36
What role does the Engagement Manager play before the Workshop? (Choose two.)
- A. Acts as intermediary
- B. Project Manager
- C. Assists with technical requirements
- D. Provides answers to technical problems
Answer: B,C
Explanation:
Explanation/Reference: https://jobs.jobvite.com/servicenow/job/oKxz8fwI
NEW QUESTION 37
Articles can provide the following: (Choose three.)
- A. Document current and known issues
- B. Provide answers and responses to common issues or questions
- C. Information about customer's service contract
- D. Share product information
Answer: A,B,D
Explanation:
Explanation
NEW QUESTION 38
Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can:
Options are :
- A. Escalate the chat to virtual agent
- B. Escalate the chat to another agent
- C. Respond to questions
- D. Create a record, such as an incident or a case
Answer: B,C,D
NEW QUESTION 39
Special Handling Notes can apply to which one of the following based on specific attributes?
- A. Domain
- B. VIP
- C. Contact
- D. Holiday
Answer: C
NEW QUESTION 40
Information in the Case Field 'Contact' is copied to which Incident Field?
- A. User
- B. Caller
- C. Contact
- D. Customer
Answer: C
Explanation:
Explanation
NEW QUESTION 41
Major Issue Management uses which one of the following capabilities?
- A. Asset management
- B. Record producers
- C. Governance Risk and Control
- D. Targeted Communications
Answer: D
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/major-issue-management.html
NEW QUESTION 42
What is required to synchronize fields from a parent to a child case(s)?
- A. The role of sn_customerservice.customer_case_manager must be assigned
- B. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
- C. Major Issue Management needs to be installed and certain properties enabled
- D. No action required, this is a standard Customer Service Management feature
Answer: D
Explanation:
Explanation
NEW QUESTION 43
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