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Pass the ServiceNow CIS-Customer Service Management CIS-CSM Questions and answers with ExamsMirror

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Viewing questions 31-40 out of questions
Questions # 31:

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

Options:

A.

Agent resources best suited to work on a case

B.

Specific routing rules

C.

Filters set up in advanced work assignment

D.

Specific case attributes

Questions # 32:

Match the definitions for roles relationships.

Hot Area:

Question # 32

Options:

Questions # 33:

Major Issue Management uses which one of the following capabilities?

Options:

A.

Governance Risk and Control

B.

Targeted Communications

C.

Asset management

D.

Record producers

Questions # 34:

Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)

Options:

A.

Contact (customer_contact)

B.

Consumer User (csm_consumer-user)

C.

Consumer (csm_consumer)

D.

CSM User (csm_user)

Questions # 35:

When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?

Options:

A.

Allows access to knowledge articles that are related to entitlements owned by a customer

B.

Allows access to multi-product line knowledge articles

C.

Allows access to knowledge articles that are related to products owned by a customer

D.

Allows access to knowledge articles based on customer's security access

Questions # 36:

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

Options:

A.

Blocked internally

B.

Work in progress

C.

Blocked externally

D.

Needs attention

Questions # 37:

Which of the following are correct for parent/child synchronization? (Choose two.)

Options:

A.

Multiple child cases can be managed from a parent case as in Major Issue Management

B.

The Administrator can choose which fields to synchronize from parent to child cases

C.

Parent to child cases can be synchronized regardless of which state the case is in

D.

The property to synchronize parent to child cases is automatically enabled

Questions # 38:

What are available matching criteria for case assignment in Customer Service Management?

Choose 3 answers

Options:

A.

Assigned Cases

B.

Distance

C.

Partner Hours

D.

Certifications

E.

Matching Skills

F.

Availability Today

Questions # 39:

What does the Agent Whisper function do?

Options:

A.

Lets agents and chat supervisors have a conversation without the requester knowing

B.

Lets the chat supervisors have a conversation with the requester without the agent knowing

C.

Lets agents have chat conversations with other agents without the requester knowing

D.

Lets agents and requesters have a conversation without the chat supervisor knowing

Questions # 40:

Which of the following best describes how the CSM application uses the Asset table?

Options:

A.

CSM uses the Product table instead of the ITSM Asset table

B.

Because CSM Assets are managed differently from ITSM Assets. ServiceNow uses different Asset Tables foe CSM than it does for ITSM

C.

ServiceNow uses the same Asset table for both CSM and ITSM. however, CSM has a different subset of fields

D.

CSM uses the Product Model table instead of the ITSM Asset table

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