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CIS-Customer Service Management
CIS-CSM
ServiceNow Certified Implementation Specialist - Customer Service Management Exam Questions and Answers

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Viewing questions 51-60 out of questions

Questions # 51:

What role does the Engagement Manager play before the Workshop? (Choose two.)

Options:

Project Manager

Acts as intermediary

Provides answers to technical problems

Assists with technical requirements

Answer

A, D

Explanation

[Reference: https://jobs.jobvite.com/servicenow/job/oKxz8fwI, , ]

Questions # 52:

Which role must B2B and B2C customers obtain, at a MINIMUM, to have access to a ServiceNow instance?

Options:

External (snc_external)

Account Contact (sn_cusiometservice.accouni_contactf

Cusiomer(sn_customerservice.customer)

Case Creator (sn_customer service, case creator)

Answer

Explanation

https://vceguid e.com/which-role-must-b2b-and-b2c-customers-obtain-at-a-minimum-to-access-to-a-servicenow-instance/

Questions # 53:

When are any changes to the platform considered a customization?

Options:

When they require an implementation spread across all project phases

If they are NOT applied through the usage of built-in tools on the Now Platform

When they are solely implemented for a custom application

When there are business demands for custom functionality that is not offered out-of-the-box

Answer

Questions # 54:

What is the most efficient way to get cases to be dosed automatically after a few days?

Options:

Set the property glide.auto.close.cases resolved to true

Create a workflow associated with cases with a timer that changes the state after a few days

Create a Scheduled job that looks at the resolved_at date

Activate the Auto Close Resolved Cases flow

Answer

Questions # 55:

Which data model should be employed to track a household where a group of consumers share a common address?

Options:

Household with Consumer

Household with Customer Access Management

Consumer with Customer Access Management

Consumer with Organizational

Answer

Questions # 56:

Which of the following are true regarding the Community Portal application? (Choose two.)

Options:

It is available to any customer with a Community license

It is available by default with the Support and Service portals

It is only available to CSM license holders

Most of the configuration does not require System Administrator role

Answer

A, C

Explanation

- Licensed for the Customer Service Management application & licensed for HR Service Delivery, so c. is wrong, which makes a. a logical choice - "The roles required to define requirements and set up forums include sn_communities.admin or sn_communities.forum_admin." (d.) Source: - https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-communities/task/activate-communities.html (licensing) - https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-communities/reference/r_setup-communities-admin.html (

Questions # 57:

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

Options:

After 3 days

After 5 days

After 1 day

After 7 days

Answer

Questions # 58:

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

Options:

Timed Audits

Service Entitlements

Demand Management

Service Prospecting

Real-time SLAs

Service Contracts

Skills-based routing

Answer

B, C, E, G

Questions # 59:

By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)

Options:

Assets Most Voted

Publications Most Voted

Products Most Voted

Contacts

Contracts

Answer

A, B, C

Questions # 60:

Regarding Account Teams, what is the purpose of marking a role as 'unique'?

Options:

The role then becomes a child responsibility

Ensure there is a dedicated account manager for that account

The role then becomes a parent responsibility

Prevent the same role being used on different customer accounts

Answer

Explanation

https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/t_CreateAResponsibilityDefinition.html

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