Exam Questions Answers Braindumps CIS-CSM Exam Dumps PDF Questions [Q33-Q58]

Exam Questions Answers Braindumps CIS-CSM Exam Dumps PDF Questions

Download Free ServiceNow CIS-CSM Real Exam Questions

NEW QUESTION 33
What is required to synchronize fields from a parent to a child case(s)?

• A. Major Issue Management needs to be installed and certain properties enabled
• B. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
• C. The role of sn_customerservice.customer_case_manager must be assigned
• D. No action required, this is a standard Customer Service Management feature

Answer: D

 

NEW QUESTION 34
What are features of Customer Service Management? (Choose four.)

• A. Skills-based routing
• B. Real-time SLAs
• C. Demand Management
• D. Service Entitlements
• E. Service Contracts
• F. Timed Audits
• G. Service Prospecting

Answer: A,B,C,D

 

NEW QUESTION 35
Which of the following roles cannot update a consumer's record?

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

Answer: C

Explanation:
Explanation

 

NEW QUESTION 36
If only one user reports a content for moderation, the content will be hidden.

• A. True
• B. False

Answer: B

Explanation:
Explanation

 

NEW QUESTION 37
Match the definitions for roles relationships.
Hot Area:

Answer:

Explanation:

 

NEW QUESTION 38
Entitlements specify the level of service provided to customers.

• A. True
• B. False

Answer: A

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

 

NEW QUESTION 39
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

• A. True
• B. False

Answer: A

Explanation:
Explanation

 

NEW QUESTION 40
How many active OpenFrame configurations can you have on an instance?

• A. Unlimited
• B. 0
• C. 1
• D. 2

Answer: A

 

NEW QUESTION 41
Partner admin contacts have access to the data of both their partner accounts and customer accounts.

• A. True
• B. False

Answer: A

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

 

NEW QUESTION 42
How many active OpenFrame configurations can you have on an instance?

• A. Unlimited
• B. 0
• C. 1
• D. 2

Answer: A

Explanation:
Explanation

 

NEW QUESTION 43
Which of the following are best practice with regard to data imports? (Choose two.)

• A. When importing to multiple instances import to each instance separately.
• B. Ensure the field data lengths in ServiceNow are adequate for the imported data because ServiceNow does not automatically adjust the length.
• C. Images embedded in Knowledge Articles should be uploaded separately
• D. Use ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather than in the legacy repository.

Answer: A,C

 

NEW QUESTION 44
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

• A. Record Producer only
• B. Both portal question entry and Record Producer
• C. None of the above
• D. Entering question in portal only

Answer: A

 

NEW QUESTION 45
What is required to enable the Follow the sun field on the Customer Service Case form?

• A. The value property on the form must be set to true and the field added to the case form
• B. Nothing, it is a standard field
• C. The value property on the form must be set to true
• D. The plugin 'com.snc.csm_time_recording' needs to be activated

Answer: C

Explanation:
Explanation

 

NEW QUESTION 46
Matching rules enhance assignment capability by ____________________.

• A. Providing dynamic matching of cases to groups or individuals
• B. Matching best agent by skill
• C. Matching best agent by availability
• D. Determining if account is a customer or partner

Answer: C

Explanation:
Explanation

 

NEW QUESTION 47
Which one is NOT a dependency for the Customer Service Plugin?

• A. Task Activities
• B. Skills Management
• C. Communities
• D. Openframe

Answer: C

 

NEW QUESTION 48
What are common types of application record data that are imported during a CSM data migration?
(Choose two.)

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

Answer: B,D

 

NEW QUESTION 49
What do blue circles in the timeline of a case form represent?

• A. Comment
• B. State
• C. Note
• D. Activity

Answer: B

 

NEW QUESTION 50
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)

• A. Change Update to Close
• B. Auto Assessment
• C. Update Case Entitlement
• D. Apply Role by Customer

Answer: B,C

 

NEW QUESTION 51
HOTSPOT
Match the definitions for roles relationships.
Hot Area:

Answer:

Explanation:

 

NEW QUESTION 52
How many outbound email accounts are supported in Customer Service Management?

• A. One
• B. Two
• C. One per business service
• D. Unlimited

Answer: A

Explanation:
Explanation

 

NEW QUESTION 53
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

• A. Case Categorization
• B. Case Escalation
• C. Case Prioritization
• D. Case State

Answer: A,C

Explanation:
Explanation

 

NEW QUESTION 54
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

• A. Record Producer only
• B. Both portal question entry and Record Producer
• C. None of the above
• D. Entering question in portal only

Answer: A

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/madrid-platform-administration/page/administer/ contextual-search/concept/c_DefineContextualSearch.html

 

NEW QUESTION 55
If only one user reports a content for moderation, the content will be hidden.

• A. True
• B. False

Answer: B

 

NEW QUESTION 56
If the CSM Demo Data Plugin has been installed what are two options either of which will prepare that instance to be used as part of the release path to production? (Choose two.)

• A. Clone back to this instance from a valid instance
• B. Disable the Case Interceptor
• C. Zboot the instance
• D. Remove the Demo Data via a HI Request

Answer: A,D

 

NEW QUESTION 57
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

• A. Record Producer only
• B. Both portal question entry and Record Producer
• C. None of the above
• D. Entering question in portal only

Answer: A

Explanation:
Explanation

 

NEW QUESTION 58
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Certification Path of ServiceNow Certified CIS CSM

ServiceNow requires the completion of the following prerequisite training course(s) in preparation for the Certified Implementation Specialist – Customer Service Management exam:

• Customer Service Management Implementation
• ServiceNow Platform Implementation
• Get Started with Now Create
• CMDB Fundamentals

 

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CIS-CSM Exam Dumps, CIS-CSM Practice Test Questions: https://drive.google.com/open?id=1ORsYmvAGkXJYvgzD1N2ChGFnIZ7xkEQf