Practice Free CIS-CSM Exam Online Questions
Predictive Intelligence improves Case management by:
- A . Predicting what values should have gone into empty fields in historical records
- B . Reducing the number of records needed to accurately predict a value
- C . Replacing legacy routing rules
- D . Predicting Case values without manual intervention
What are the Forum User Types? (Choose three.)
- A . Admin
- B . Registered
- C . Public
- D . Custom
- E . Moderator
B, C, E
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-communities/concept/communities-permissions.html
Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)
- A . Escalate a case on the add-m panel of Outlook
- B . Register the sender of an email as contact
- C . As the Microsoft Outlook user, register yourself as self-contributor
- D . Create cases using email content in Outlook for the customer contact
Major Issue Management uses which one of the following capabilities?
- A . Governance Risk and Control
- B . Targeted Communications
- C . Asset management
- D . Record producers
B
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/major-issue-management.html
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
- A . Community
- B . Knowledge Base
- C . Open An Incident
- D . Service Catalog
A, B, D
Explanation:
Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/success/playbook/self-service-improvement.pdf
Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)
- A . Create Contact
- B . Check Case Status
- C . Close Case
- D . Get Help with an Order
- E . Get Help with an Asset
B, D
Explanation:
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/csm-virtual-agent-chatbot.html
Information about a customer’s service contract is found in Knowledge.
- A . False
- B . True
A
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_ContractsAndEntitlements.html
Read the use case below to determine if the customer service relationship is B2B or B2C.
Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage is local to the customer and scheduled a technician to Mary’s house.
- A . B2C
- B . B2B
Which of the following are channels? (Choose two.)
- A . Contacts
- B . Web
- C . Chat
- D . Article
B, C
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/configure-csm-omni-channel.html
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
- A . False
- B . True