CIS-CSM PDF Dumps | Jan 21, 2023 Recently Updated Questions
CIS-CSM Exam Questions – Valid CIS-CSM Dumps Pdf
ServiceNow CIS-CSM Exam Syllabus Topics:
| Topic | Details |
|---|---|
| Topic 1 |
|
| Topic 2 |
|
| Topic 3 |
|
| Topic 4 |
|
For more info read reference:
CIS-CSM Official Certification Site
NEW QUESTION 37
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A. None of the above
- B. Record Producer only
- C. Entering question in portal only
- D. Both portal question entry and Record Producer
Answer: B
NEW QUESTION 38
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
- A. Only applications that allow WebDAV connections can be integrated
- B. The imported article will have the same category it had in the source knowledge base
- C. SharePoint blocks this integration
- D. Imported external articles appear as attachments in ServiceNow
Answer: A,B
Explanation:
Explanation
NEW QUESTION 39
How many outbound email accounts are supported in Customer Service Management?
- A. Unlimited
- B. Two
- C. One per business service
- D. One
Answer: D
NEW QUESTION 40
What are common types of application record data that are imported during a CSM data migration?
(Choose two.)
- A. Chat
- B. Accounts
- C. Knowledge Article
- D. Case
Answer: B,D
NEW QUESTION 41
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
- A. Create cases on behalf of customers
- B. Manage requests on behalf of customer service agents
- C. Manage major incident communication on behalf of a customer service manager
- D. Manage cases on behalf of customer service agents
- E. Create requests on behalf of customers
Answer: A,E
Explanation:
Reference:
customer-service-management/concept/employee-create-case-for-customer.html
NEW QUESTION 42
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
Options are :
- A. False
- B. True
Answer: B
NEW QUESTION 43
What one of the following is optional when creating a Catalog workflow?
- A. Approving the workflow
- B. Defining workflow activities
- C. Managing workflow versions
- D. Publishing the workflow
Answer: C
NEW QUESTION 44
Agents and managers cannot create knowledge articles from Community questions.
- A. True
- B. False
Answer: B
Explanation:
The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit, and retire knowledge articles that they are associated with.
NEW QUESTION 45
From what places in SN can an agent create a case? (Choose three.)
- A. Chat
- B. Contact
- C. Account
- D. Customer Service Application
Answer: B,C,D
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_CustomerServiceCaseForm.html
NEW QUESTION 46
Information in the Case Field 'Contact' is copied to which Incident Field?
- A. Contact
- B. Customer
- C. User
- D. Caller
Answer: A
NEW QUESTION 47
Special Handling Notes can apply to which one of the following based on specific attributes?
- A. Holiday
- B. Contact
- C. VIP
- D. Domain
Answer: A
NEW QUESTION 48
What is required to enable the Follow the sun field on the Customer Service Case form?
- A. The plugin 'com.snc.csm_time_recording' needs to be activated
- B. The value property on the form must be set to true
- C. The value property on the form must be set to true and the field added to the case form
- D. Nothing, it is a standard field
Answer: B
Explanation:
Explanation
NEW QUESTION 49
Regarding Account Teams, what is the purpose of marking a role as 'unique'?
- A. The role then becomes a parent responsibility
- B. Ensure there is a dedicated account manager for that account
- C. The role then becomes a child responsibility
- D. Prevent the same role being used on different customer accounts
Answer: C
NEW QUESTION 50
From what places in SN can an agent create a case? (Choose three.)
- A. Chat
- B. Contact
- C. Account
- D. Customer Service Application
Answer: B,C,D
Explanation:
Reference:
customer-service-management/reference/r_CustomerServiceCaseForm.htmlc
NEW QUESTION 51
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
- A. Only applications that allow WebDAV connections can be integrated
- B. The imported article will have the same category it had in the source knowledge base
- C. SharePoint blocks this integration
- D. Imported external articles appear as attachments in ServiceNow
Answer: A,B
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/concept/knowledge-external-content-integration.html
NEW QUESTION 52
If only one user reports a content for moderation, the content will be hidden.
- A. True
- B. False
Answer: B
Explanation:
Reference:
customer-communities/task/approve-reject-content.html
NEW QUESTION 53
What are common types of application record data that are imported during a CSM data migration? (Choose two.)
- A. Chat
- B. Accounts
- C. Knowledge Article
- D. Case
Answer: B,D
NEW QUESTION 54
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
- A. Open An Incident
- B. Community
- C. Knowledge Base
- D. Service Catalog
Answer: B,C,D
Explanation:
Explanation
NEW QUESTION 55
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
- A. Information about customer's service contract
- B. Allows access to Knowledge Articles that are related to products owned by a customer
- C. Makes it easier for Agents to manage case volume
- D. Reduces call volume
Answer: B,C,D
NEW QUESTION 56
......
CIS-CSM dumps Sure Practice with 103 Questions: https://www.itcertmagic.com/ServiceNow/real-CIS-CSM-exam-prep-dumps.html
CIS-CSM Practice Test Questions Answers Updated 103 Questions: https://drive.google.com/open?id=1Lgb7Sv5g4MZFxKj4c6-QruTs_8O_QHFC