[Aug-2021] Updated CIS-Customer Service Management CIS-CSM Exam Questions BUNDLE PACK [Q30-Q52]

[Aug-2021] Updated CIS-Customer Service Management CIS-CSM Exam Questions BUNDLE PACK

Master The ServiceNow Content CIS-CSM EXAM DUMPS WITH GUARANTEED SUCCESS!

NEW QUESTION 30
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
Options are :

A. True
B. False

Answer: A

NEW QUESTION 31
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

A. True
B. False

Answer: A

Explanation:
Explanation

NEW QUESTION 32
Which of the following roles cannot update a consumer's record?

A. sn_customerservice_agent
B. sn_customerservice.consumer_agent
C. sn_customerservice_manager
D. admin

Answer: A

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/task/create-a-consumer-record.html

NEW QUESTION 33
In the Customer Service Management space, what does the term asset management mean?

A. Financial, contractual and inventory information of assets
B. Tables in the Asset application
C. A set of business activities and processes used to track assets
D. Tracking products or services customers are using

Answer: A

NEW QUESTION 34
How many active OpenFrame configurations can you have on an instance?

A. 0
B. 1
C. Unlimited
D. 2

Answer: C

Explanation:
Explanation

NEW QUESTION 35
Partner admin contacts have access to the data of both their partner accounts and customer accounts.

A. True
B. False

Answer: A

NEW QUESTION 36
What do blue circles in the timeline of a case form represent?

A. Activity
B. Note
C. Comment
D. State

Answer: D

Explanation:
Explanation

NEW QUESTION 37
What is the purpose of a Catalog Item variable?

A. Allows the customer or consumer to qualify their answer
B. Provides hint to the user on the field
C. Opens a chat session with customer support
D. Allows the customer to ask a question

Answer: A

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/service- catalog-management/task/t_CreateAVariableForACatalogItem.html

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.)

A. Manage cases
B. Close work orders
C. Manage requests
D. Execute assigned tasks
E. Manage assets

Answer: A,B,D

Explanation:
Explanation
When your mobile device is offline, you can execute assigned tasks at the task location, manage assets, track the time stamp of updated tasks, and close work orders and work order tasks. The data for tasks performed offline is stored in the device cache and synchronized when the device goes online.

NEW QUESTION 39
Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
Options are :

A. No
B. Yes
C. I don't know
D. Maybe

Answer: B

NEW QUESTION 40
Special Handling Notes can apply to which one of the following based on specific attributes?

A. Domain
B. VIP
C. Holiday
D. Contact

Answer: C

NEW QUESTION 41
What is required to synchronize fields from a parent to a child case(s)?

A. The role of sn_customerservice.customer_case_manager must be assigned
B. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
C. Major Issue Management needs to be installed and certain properties enabled
D. No action required, this is a standard Customer Service Management feature

Answer: D

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/task/config-major-case-synchronization.html

NEW QUESTION 42
Which of the following is a condition for matching rules?

A. Agent domain
B. Specific case attributes
C. Switching
D. Assignment

Answer: D

NEW QUESTION 43
What is required to enable the Follow the sun field on the Customer Service Case form?

A. The plugin 'com.snc.csm_time_recording' needs to be activated
B. The value property on the form must be set to true and the field added to the case form
C. The value property on the form must be set to true
D. Nothing, it is a standard field

Answer: C

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_CustomerServiceCaseForm.html

NEW QUESTION 44
Agents and managers cannot create knowledge articles from Community questions.

A. False
B. True

Answer: A

Explanation:
The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit, and retire knowledge articles that they are associated with.
Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/task/create-knowledge-article.html

NEW QUESTION 45
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)

A. Manage cases
B. Close work orders
C. Manage requests
D. Execute assigned tasks
E. Manage assets

Answer: A,B,D

Explanation:
Explanation
Explanation:
When your mobile device is offline, you can execute assigned tasks at the task location, manage assets, track the time stamp of updated tasks, and close work orders and work order tasks. The data for tasks performed offline is stored in the device cache and synchronized when the device goes online.
Reference: https://docs.servicenow.com/bundle/madrid-field-service-management/page/product/field- service-management/concept/mobile-experience-fsm.html

NEW QUESTION 46
What are the Forum User Types? (Choose three.)