Get CIS-CSM Actual Free Exam Q&As to Prepare for Your ServiceNow Certification [Q22-Q45]

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Get CIS-CSM Actual Free Exam Q&As to Prepare for Your ServiceNow Certification

ServiceNow Actual Free Exam Questions And Answers

Q22. Which of the following are channels? (Choose two.)

Contacts

Web

Chat

Article

Q23. What are the characteristics of Knowledge Categories?

Shareable across KBs: Yes ; Multi-Level: No

Shareable across KBs: No ; Multi-Level: Yes

Shareable across KBs: No ; Multi-Level: No

Shareable across KBs: Yes ; Multi-Level: Yes

Q24. 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.)

Zboot the instance

Disable the Case Interceptor

Remove the Demo Data via a HI Request

Clone back to this instance from a valid instance

Q25. What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?

Web

Catalog

Portal

Virtual Agent

Q26. Major Issue Management uses which one of the following capabilities?

Governance Risk and Control

Targeted Communications

Asset management

Record producers

Q27. What is a household entity?

Group of users that usually share a common address and use services as a group

Group of people that usually share a common address and use services as a group

Group of customers that usually share a common address and use services as a group

Group of consumers that usually share a common address and use services as a group

Q28. What are common types of application record data that are imported during a CSM data migration?
(Choose two.)

Knowledge Article

Accounts

Chat

Case

Q29. Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)

Manage requests

Execute assigned tasks

Close work orders

Manage cases

Manage assets

Q30. Major Issue Management uses which one of the following capabilities?

Governance Risk and Control

Targeted Communications

Asset management

Record producers

Q31. Matching rules enhance assignment capability by ____________________.

Matching best agent by availability

Providing dynamic matching of cases to groups or individuals

Determining if account is a customer or partner

Matching best agent by skill

Q32. What is required to enable the Follow the sun field on the Customer Service Case form?

Nothing, it is a standard field

The value property on the form must be set to true

The plugin ‘com.snc.csm_time_recording’ needs to be activated

The value property on the form must be set to true and the field added to the case form

Q33. Agents and managers cannot create knowledge articles from Community questions.

True

False

Q34. In the Customer Service Management space, what does the term asset management mean?

Financial, contractual and inventory information of assets

A set of business activities and processes used to track assets

Tables in the Asset application

Tracking products or services customers are using

Q35. What is required to enable the Follow the sun field on the Customer Service Case form?

Nothing, it is a standard field

The value property on the form must be set to true

The plugin ‘com.snc.csm_time_recording’ needs to be activated

The value property on the form must be set to true and the field added to the case form

Q36. Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? (Choose three.)

Assigned Cases

Agent Affinity

Availability Today

Matching Skills

Agent History

Q37. Information about a customer’s service contract is found in Knowledge.

False

True

Q38. Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?

Case Performance

Case Analytics

Case Digest

Case Spotlight

Q39. What role does the Engagement Manager play before the Workshop? (Choose two.)

Project Manager

Acts as intermediary

Provides answers to technical problems

Assists with technical requirements

Q40. What one of the following is optional when creating a Catalog workflow?

Publishing the workflow

Defining workflow activities

Approving the workflow

Managing workflow versions

Q41. What are the Forum User Types? (Choose three.)

Admin

Registered

Public

Custom

Moderator

Q42. Entitlements specify the level of service provided to customers.

False

True

Q43. What is required to enable the Follow the sun field on the Customer Service Case form?

Nothing, it is a standard field

The value property on the form must be set to true

The plugin ‘com.snc.csm_time_recording’ needs to be activated

The value property on the form must be set to true and the field added to the case form

Q44. Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

Entering question in portal only

Record Producer only

Both portal question entry and Record Producer

None of the above

Q45. Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can:
Options are :

Escalate the chat to virtual agent

Create a record, such as an incident or a case

Escalate the chat to another agent

Respond to questions

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