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Free CIS-CSM Exam Questions
| Question | Publish Date |
| 13 | 2022.4.22 |
1. Based on which out-of-box attributes can Special handling Notes be applied to cases? (Choose three.)
A. Service Contract
B. Install Base Item
C. Product
D. Account
E. Contact
Correct Answer: CDE
2. Which one is NOT a dependency for the Customer Service Plugin?
A. Task Activities
B. Skills Management
C. Open frame
D. Communities
Correct Answer: D
3. Playbooks for CSM provide step-by-step guidance for resolving specific types of customer service cases. What are the three out-of-the-box playbooks for CSM? (Choose three.)
A. Case playbook for Onboarding
B. Case playbook for Services
C. Case playbook for Product Support
D. Case playbook for Complaints
E. Case playbook for Billing
Correct Answer: ACD
4. From which one of the following can an agent create a CSM Case:
A. Human Resource Application
B. Incident Management
C. Chat
D. Special Handling Note
Correct Answer: C
5. Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
A. True
B. False
Correct Answer: A
6. Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like a priority?
A. Case Performance
B. Case Analytics
C. Case Digest
D. Case Spotlight
Correct Answer: D
7. From a service provider\\’s perspective, is the following a product or an asset? A cable modem model that the service provider sells.
A. Product
B. Asset
Correct Answer: A
8. What is the purpose of the Guided Decisions capability?
A. Provide agents with an escalation guide
B. Guide agents through account management
C. Dynamically guide agents to help resolve complex cases
D. Provide agents with a knowledge guide
Correct Answer: C
9. If only one user reports content for moderation, the content will be hidden.
A. True
B. False
Correct Answer: B
10. Which of the following are true regarding integrating a ServiceNow Knowledge base with external content? (Choose two.)
A. Imported external articles appear as attachments in ServiceNow
B. Only applications that allow WebDAV connections can be integrated
C. The imported article will have the same category it had in the source knowledge base
D. SharePoint blocks this integration
Correct Answer: BC
11. Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
A. Entering questions in the portal only
B. Record Producer only
C. Both portal question entry and Record Producer
D. None of the above
Correct Answer: B
12. What is required to enable the Follow the sun field on the Customer Service Case form?
A. Nothing, it is a standard field
B. The value property on the form must be set to true
C. The plugin `com.snc.csm_time_recording\’ needs to be activated
D. The value property on the form must be set to true and the field added to the case form
13. Partner admin contacts have access to the data of both their partner accounts and customer accounts.
A. True
B. False
Correct Answer: A
……
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