[Feb 27, 2023] Ultimate CIS-CSM Guide to Prepare Free Latest ServiceNow Practice Tests Dumps [Q51-Q73]

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[Feb 27, 2023] Ultimate CIS-CSM Guide to Prepare Free Latest ServiceNow Practice Tests Dumps

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NEW QUESTION 51
What are the conditions that matching rules are based on? (Choose two.)

Agent resources best suited to work on a case

Specific routing rules

Filters set up in advanced work assignment

Specific case attributes

NEW QUESTION 52
What are the conditions that matching rules are based on? (Choose two.)

Agent resources best suited to work on a case

Specific routing rules

Filters set up in advanced work assignment

Specific case attributes

Reference:
customer-service-management/concept/c_CaseRouting.html

NEW QUESTION 53
What is the purpose of a Catalog Item variable?

Allows the customer to ask a question

Provides hint to the user on the field

Opens a chat session with customer support

Allows the customer or consumer to qualify their answer

Explanation/Reference: https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/service- catalog-management/task/t_CreateAVariableForACatalogItem.html

NEW QUESTION 54
Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can:
Options are :

Escalate the chat to virtual agent

Create a record, such as an incident or a case

Escalate the chat to another agent

Respond to questions

NEW QUESTION 55
Which of the following roles cannot update a consumer’s record?

sn_customerservice_agent

sn_customerservice_manager

sn_customerservice.consumer_agent

admin

Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/task/create-a-consumer-record.html

NEW QUESTION 56
What do blue circles in the timeline of a case form represent?

Note

State

Activity

Comment

Reference:
customer-service-management/reference/r_CustomerServiceCaseTimeline.html

NEW QUESTION 57
Which are the key self-service functions of the Customer Support Portal? (Choose three.)

Community

Knowledge Base

Open An Incident

Service Catalog

NEW QUESTION 58
What are features of Customer Service Management? (Choose four.)

Timed Audits

Service Entitlements

Demand Management

Service Prospecting

Real-time SLAs

Service Contracts

Skills-based routing

NEW QUESTION 59
Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. Which of the following statements is correct for CIs and assets?

The contract and entitlements of an asset dictate whether or not it is stored in the CMDB

The CMDB only tracks CIs, assets cannot be CIs

While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs

The CMDB tracks all assets as configuration items (CIs)

NEW QUESTION 60
With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?

After 3 days

After 5 days

After 1 day

After 7 days

NEW QUESTION 61
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

True

False

Explanation

NEW QUESTION 62
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)

Imported external articles appear as attachments in ServiceNow

Only applications that allow WebDAV connections can be integrated

The imported article will have the same category it had in the source knowledge base

SharePoint blocks this integration

Explanation

NEW QUESTION 63
From what places in SN can an agent create a case? (Choose three.)

Customer Service Application

Contact

Account

Chat

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

NEW QUESTION 64
Information in the Case Field ‘Contact’ is copied to which Incident Field?

Contact

User

Customer

Caller

Explanation

NEW QUESTION 65
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)

Imported external articles appear as attachments in ServiceNow

Only applications that allow WebDAV connections can be integrated

The imported article will have the same category it had in the source knowledge base

SharePoint blocks this integration

NEW QUESTION 66
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
Options are :

False

True

NEW QUESTION 67
What’s the purpose of the Deactivate Special Handling Notes Scheduled Job?

Runs at the end of the month and deactivates all Special Handling notes more than 30 days old

Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by the end of the week

Runs on demand by the System Admin who must set specific weekly schedules and set only those that are priority 1-critical to be deactivated

Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates

NEW QUESTION 68
What are common types of application record data that are imported during a CSM data migration? (Choose two.)

Knowledge Article

Accounts

Chat

Case

NEW QUESTION 69
HOTSPOT
Match the definitions for roles relationships.
Hot Area:

NEW QUESTION 70
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)

Define the Business Pain Points

Provide consistent service to customers

Have a clear understanding of the use cases

Define the number of hours needed to develop the associated requirements

Implementation is only as good as the underlying process

NEW QUESTION 71
Which are the key self-service functions of the Customer Support Portal? (Choose three.)

Community

Knowledge Base

Open An Incident

Service Catalog

Reference:
playbook/self-service-improvement.pdf

NEW QUESTION 72
Information in the Case Field ‘Contact’ is copied to which Incident Field?

Contact

User

Customer

Caller

Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/csm-integration-sm-incident.html

NEW QUESTION 73
What criteria can be used to determine when a new inbound case should be opened?

When a new customer is created

When an internal problem occurs

When a customer has a question or issue to resolve

When we have new marketing material for a customer

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