Latest ServiceNow CIS-CSM Exam questions and answers

DumpTorrent CIS-CSM Exam Practice Test Questions (Updated 261 Questions)

NEW QUESTION # 63
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)

• A. Knowledge and skills required for agents
• B. Geographical location of customer
• C. Languages spoken by agents
• D. Number of customer service portals used
• E. Number of agents required
• F. Number and type of support tools available

Answer: A,C,E,F

NEW QUESTION # 64
External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:

• A. Web-based
• B. Web-configurable
• C. WebDAV-versioned
• D. webDAV-compilant

Answer: D

NEW QUESTION # 65
To which entities can Special Handling Notes be applied out of the box?

• A. Sold Product
• B. Consumer
• C. Entitlement

Answer: B

NEW QUESTION # 66
What are common types of application record data that are imported during a CSM data migration? (Choose two.)

• A. Accounts
• B. Knowledge Article
• C. Chat
• D. Case

Answer: A,B

NEW QUESTION # 67
Once a major case candidate is approved a major case is created. What then happens to the customer case?

• A. The customer case will automatically be related to a problem
• B. The customer case will be automatically closed
• C. The customer case becomes a child case of the major case
• D. The customer case becomes the parent case of the major case

Answer: D

NEW QUESTION # 68
As an agent you can report a knowledge gap, if you cannot find relevant articles that could help resolve a case. Which action is required to create the knowledge gap?

• A. Document the knowledge gap in the case worn notes and escalate the case
• B. Use Related Links on the case form to report a knowledge gap
• C. Use the Create Knowledge button on the case form to report a knowledge gap
• D. Post a question in one of the various Customer Service Management knowledge bases

Answer: B

NEW QUESTION # 69
Partner admin contacts have access to the data of both their partner accounts and customer accounts.

• A. False
• B. True

Answer: B

Explanation:
Reference:
customer-service-management/reference/r_RolesInstalledWithCustomerService.html

NEW QUESTION # 70
Which social media channels are NOT available out-of-box?

• A. Twitter
• B. LinkedIn
• C. None of the above
• D. All of the above
• E. Facebook

Answer: C

NEW QUESTION # 71
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. No action required, this is a standard Customer Service Management feature
• D. Major Issue Management needs to be installed and certain properties enabled

Answer: C

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/task/config-major-case-synchronization.html

NEW QUESTION # 72
Entitlements specify the level of service provided to customers.

• A. False
• B. True

Answer: B

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/c_ContractsAndEntitlements.html

NEW QUESTION # 73
Which of the following roles cannot update a consumer's record?

• A. sn_customerservice.consumer_agent
• B. sn_customerservice_agent
• C. sn_customerservice_manager
• D. admin

Answer: B

NEW QUESTION # 74
What is KCS (Knowledge Centered Services)?

• A. A dashboard with specific visualization of the different knowledge bases and categories
• B. A documented methodology to provide a set of best practices for creating and maintaining knowledge Most Voted
• C. A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management
• D. An application that helps agents and managers to create cases from Knowledge articles

Answer: B

Explanation:
https://docs.servicenow.com/en-US/bundle/vancouver-servicenow-platform/page/product/knowledge- management/concept/knowledge-centred-configuration.html#:~:text=Knowledge%2DCentered%20Service%
20(KCS),KCS%20(V6)%20verified%20product.

NEW QUESTION # 75
Out-of-box, which functionality handles state transitioning for case management?

• A. Workflows
• B. Flows
• C. State Flows
• D. Business Rules

Answer: C

NEW QUESTION # 76
The case digests feature includes which types of case communication? (Choose two.)

• A. Case Post Mortem
• B. Case Lifecycle Reports
• C. Post Case Reviews Most Voted
• D. Case Action Summaries Most Voted

Answer: C,D

NEW QUESTION # 77
Which of the following roles cannot update a consumer's record?

• A. sn_customerservice.consumer_agent
• B. sn_customerservice_agent
• C. sn_customerservice_manager
• D. admin

Answer: B

Explanation:
Reference:
customer-service-management/task/create-a-consumer-record.html

NEW QUESTION # 78
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