2024 CIS-CSM dumps review - Professional Quiz Study Materials
CIS-CSM Test Prep Training Practice Exam Questions Practice Tests
The CIS-CSM certification exam covers a wide range of topics, including ServiceNow's customer service management applications, incident management, service level management, and customer service management reporting. CIS-CSM exam is designed to test the candidate's ability to configure and administer ServiceNow's customer service management solutions, and to ensure that they are able to effectively manage customer service requests and incidents.
NEW QUESTION # 70
Which of the following are best practice with regard to data imports? (Choose two.)
- A. Use ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather than in the legacy repository.
- B. Images embedded in Knowledge Articles should be uploaded separately
- C. When importing to multiple instances import to each instance separately.
- D. Ensure the field data lengths in ServiceNow are adequate for the imported data because ServiceNow does not automatically adjust the length.
Answer: B,C
NEW QUESTION # 71
The case digests feature includes which types of case communication? (Choose two.)
- A. Post Case Reviews Most Voted
- B. Case Lifecycle Reports
- C. Case Post Mortem
- D. Case Action Summaries Most Voted
Answer: A,D
NEW QUESTION # 72
Which table does the Account (customer_account) table extend?
- A. Business Location (sn_csm_business_location)
- B. Company (core company)
- C. Customer (sn_customer_service__customer)
- D. Service Organization (sn_customer_service_organization)
Answer: B
NEW QUESTION # 73
What are the types of matching criteria for Customer Service? (Choose four.)
- A. Availability Today Most Voted
- B. Last Assigned Most Voted
- C. Matching Skills Most Voted
- D. Certifications
- E. Distance
- F. Partner Hours
- G. Assigned Cases Most Voted
Answer: A,B,C,G
NEW QUESTION # 74
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. Both portal question entry and Record Producer
- D. Entering question in portal only
Answer: B
Explanation:
Explanation
NEW QUESTION # 75
What does NLU stand for?
- A. Natural-Learning Userability
- B. Natural-Language URL
- C. Natural-Learning URL
- D. Natural-Language Understanding Most Voted
Answer: D
NEW QUESTION # 76
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)
- A. Number and type of support tools available
- B. Geographical location of customer
- C. Knowledge and skills required for agents
- D. Number of customer service portals used
- E. Number of agents required
- F. Languages spoken by agents
Answer: A,C,E,F
NEW QUESTION # 77
How many active OpenFrame configurations can you have on an instance?
- A. 0
- B. Unlimited
- C. 1
- D. 2
Answer: B
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/jakarta-customer-service-management/page/product/ customer-service-management/task/t_CreateAnOpenFrameConfiguration.html
NEW QUESTION # 78
On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)
- A. Partner admin
- B. Partner contact
- C. Customer admin
- D. Customer contact
Answer: A,C
NEW QUESTION # 79
What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?
- A. Document a Known error
- B. Publish Workaround
- C. Complete RCA
- D. Document Five Whys
- E. Complete Investigation
Answer: B
NEW QUESTION # 80
Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?
- A. Quick Actions
- B. Response Templates
- C. Templates
- D. Quick Messages
Answer: B
NEW QUESTION # 81
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
- A. Implementation is only as good as the underlying process
- B. Provide consistent service to customers
- C. Define the Business Pain Points
- D. Have a clear understanding of the use cases
- E. Define the number of hours needed to develop the associated requirements
Answer: A,C,D,E
NEW QUESTION # 82
Match the business rule to its function in the Self-Service Portal.
Hot Area:
Answer:
Explanation:
Reference:
https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-servicemanagement/reference/r_BRIWCustomerService.html
NEW QUESTION # 83
The available case types are: (Choose two.)
- A. Product
- B. Support
- C. Order
- D. Product Support
Answer: A,C
NEW QUESTION # 84
Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?
- A. Configure Service Channels (What to route)
- B. Set the Agent Experience (What agents see in their Workspace inbox)
- C. Define Assignment Rules (How to assign work items)
- D. Define Work Item Queues (Where to route)
Answer: D
NEW QUESTION # 85
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CIS-CSM Exam Dumps, CIS-CSM Practice Test Questions: https://drive.google.com/open?id=1Q3jJvz1wxhUO1ycxl-qucE8uHpYkZSF8
