Practice Free CIS-CSM Exam Online Questions
Guided decisions is a decision authoring and execution capability that dynamically guides agents to resolve complex cases. Guided decisions consist of decision trees.
What is a decision tree?
- A . A step-by-step methodology for creating and solving different case types
- B . A detailed check list for customer service teams
- C . A multi-step process consisting of a series of questions answers, and guidance Most Voted
- D . A set of steps used to define a complex process
If only one user reports a content for moderation, the content will be hidden.
- A . True
- B . False
B
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-communities/task/approve-reject-content.html
Which feature enables employees to request support for themselves and for external customers?
- A . Account Management
- B . Responsibility Definitions
- C . Contributor Users
- D . Business Locations
In the ‘Action Status’ column on a case list, what does a blue indicator dot mean?
- A . Blocked internally
- B . Work in progress
- C . Blocked externally
- D . Needs attention
What action should be taken in the event that a product possesses a different set of non-configurable attributes?
And the options are:
- A . Modify the existing product data model
- B . Add a table extends to the Product Model or child tables.
- C . Group it with similar products in an existing table
- D . Assign additional configurable attributes
Benefits of Proactive Customer Service Operations include: (Choose two.)
- A . Reduced inbound calls from customers Most Voted
- B . Reduction in staff turnover
- C . Major cases can be eliminated as there will be no Impact to customers
- D . Reduced Mean Time To Resolve (MTTR) Most Voted
- E . Guaranteed increase in customer satisfaction
With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?
- A . After 3 days
- B . After 5 days
- C . After 1 day
- D . After 7 days
When are any changes to the platform considered a customization?
- A . When they require an implementation spread across all project phases
- B . If they are NOT applied through the usage of built-in tools on the Now Platform
- C . When they are solely implemented for a custom application
- D . When there are business demands for custom functionality that is not offered out-of-the-box
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
- A . Case Escalation
- B . Case State
- C . Case Categorization
- D . Case Prioritization
C, D
Explanation:
Reference: https://www.servicenow.com/products/predictive-intelligence.html
How can multiple service catalogs be made available on the Customer Service Portal?
- A . Include them in the list of service catalogs on the Customer Service Portal record
- B . Add them to the list of service catalogs in the Customer Service Portal header widget options
- C . Create user criteria for each of the applicable service catalogs
- D . Only the Customer Service service catalog can be used on the Customer Service Portal