Practice Free CIS-CSM Exam Online Questions
What must a system administrator configure to define a different approval workflow for an escalation request?
- A . Escalation Decision
- B . Escalation Rule
- C . Escalation Reason
- D . Escalation Template
What is a limitation regarding synchronization between a case and its associated work order?
- A . If information changes on the Case form it is not updated on the Work Order form
- B . Updates on a case or work order will only synchronize after the work order is approved
- C . When creating a work order from a case only the Account field on the work order form is filed in but not the Company field
- D . The data copied over to the Work Order form when creating a work order from a case cannot be configured or customized
When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?
- A . Social Channels
- B . Social Profiles
- C . Social Logs
- D . Work notes
- E . Additional comments
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
- A . Define the Business Pain Points
- B . Provide consistent service to customers
- C . Have a clear understanding of the use cases
- D . Define the number of hours needed to develop the associated requirements
- E . Implementation is only as good as the underlying process
When the virtual agent plugin is installed NLU is activated but is not available for use until what two configurations are completed? Choose 2 answers
- A . Choose the NLU service provider
- B . In the NLU Settings configure the Entity confidence threshold
- C . Enable NLU in Virtual Agent
- D . In the NLU Settings configure the Intent confidence threshold
Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)
- A . Customer service manager (sn_customerservice_manager) Most Voted
- B . Customer service agent (sn_customerservice_agent) Most Voted
- C . Customer administrator (sn_customerservice.customer_admin)
- D . Partner (sn_customerservice.partner)
How many outbound email accounts are supported in Customer Service Management?
- A . One
- B . Unlimited
- C . Two
- D . One per business service
A
Explanation:
Reference: https://community.servicenow.com/community? id=community_question&sys_id=8c8a948f1bc3cc50ada243f6fe4bcba4
Which roles are considered external? (Choose two.)
- A . Consumer Support Agent (sn_customerservice.consumer_agent)
- B . Customer Admin (sn_customerservice.customer_admin) Most Voted
- C . Partner Admin (sn_customerservice.partner_admin) Most Voted
- D . Customer Service Agent (sn_customerservice_agent)
Which concept primarily relates to how customer data is used for major case management?
- A . Allocation of resources based on real-time data
- B . Identification of frequent service issues
- C . Customization of case templates
- D . Consolidation of customer interaction histories
Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer.
Which of the following statements is correct for CIs and assets?
- A . The contract and entitlements of an asset dictate whether or not it is stored in the CMDB
- B . The CMDB only tracks CIs, assets cannot be CIs
- C . While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs
- D . The CMDB tracks all assets as configuration items (CIs)
C
Explanation:
https://docs.servicenow.com/bundle/washingtondc-it-asset-management/page/product/hardware-asset-management/concept/work-with-asset-ci.html