[2022] Verified CIS-CSM Dumps Q&As - 1 Year Free & Quickly Updates [Q29-Q51] : Actual Test Materials : http://blog.actualtests4sure.com

NEW QUESTION 29
The available case types are: (Choose two.)

Product Support

Order

Product

Support

NEW QUESTION 30
What are common types of application record data that are imported during a CSM data migration? (Choose two.)

Knowledge Article

Accounts

Chat

Case

NEW QUESTION 31
Match the definitions for roles relationships.
Hot Area:

NEW QUESTION 32
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

Manage cases on behalf of customer service agents

Create cases on behalf of customers

Manage requests on behalf of customer service agents

Create requests on behalf of customers

Manage major incident communication on behalf of a customer service manager

NEW QUESTION 33
Partner admin contacts have access to the data of both their partner accounts and customer accounts.

True

False

NEW QUESTION 34
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

NEW QUESTION 35
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

NEW QUESTION 36
What are the Forum User Types? (Choose three.)

Admin

Registered

Public

Custom

Moderator

NEW QUESTION 37
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)

Imported external articles appear as attachments in ServiceNow

Only applications that allow WebDAV connections can be integrated

The imported article will have the same category it had in the source knowledge base

SharePoint blocks this integration

NEW QUESTION 38
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

NEW QUESTION 39
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)

Apply Role by Customer

Auto Assessment

Change Update to Close

Update Case Entitlement

NEW QUESTION 40
What are features of Customer Service Management? (Choose four.)

Timed Audits

Service Entitlements

Demand Management

Service Prospecting

Real-time SLAs

Service Contracts

Skills-based routing

NEW QUESTION 41
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

NEW QUESTION 42
Which are the key self-service functions of the Customer Support Portal? (Choose three.)

Community

Knowledge Base

Open An Incident

Service Catalog

NEW QUESTION 43
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.

True

False

NEW QUESTION 44
Which of the following roles cannot update a consumer’s record?

sn_customerservice_agent

sn_customerservice_manager

sn_customerservice.consumer_agent

admin

NEW QUESTION 45
Information in the Case Field ‘Contact’ is copied to which Incident Field?

Contact

User

Customer

Caller

NEW QUESTION 46
Major Issue Management uses which one of the following capabilities?

Governance Risk and Control

Targeted Communications

Asset management

Record producers

NEW QUESTION 47
What is required to synchronize fields from a parent to a child case(s)?

The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated

Major Issue Management needs to be installed and certain properties enabled

No action required, this is a standard Customer Service Management feature

The role of sn_customerservice.customer_case_manager must be assigned

NEW QUESTION 48
How many outbound email accounts are supported in Customer Service Management?

One

Unlimited

Two

One per business service

NEW QUESTION 49
Which one is NOT a dependency for the Customer Service Plugin?

Task Activities

Skills Management

Openframe

Communities

NEW QUESTION 50
What one of the following is optional when creating a Catalog workflow?

Publishing the workflow

Defining workflow activities

Approving the workflow

Managing workflow versions

NEW QUESTION 51
What is required to synchronize fields from a parent to a child case(s)?

The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated

Major Issue Management needs to be installed and certain properties enabled

No action required, this is a standard Customer Service Management feature

The role of sn_customerservice.customer_case_manager must be assigned