A fully updated 2021 CIS-CSM Exam Dumps exam guide from training expert Actualtests4sure
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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
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
NEW QUESTION 36
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
NEW QUESTION 37
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :
- A. sn_shn.note_preferences
- B. sn_shn.max_num_alerts
- C. sn_shn.popup_width
Answer: C
NEW QUESTION 38
How many active OpenFrame configurations can you have on an instance?
- A. 0
- B. 1
- C. Unlimited
- D. 2
Answer: C
NEW QUESTION 39
Predictive Intelligence improves Case management by:
- A. Reducing the number of records needed to accurately predict a value
- B. Replacing legacy routing rules
- C. Predicting Case values without manual intervention
- D. Predicting what values should have gone into empty fields in historical records
Answer: C
NEW QUESTION 40
Major Issue Management uses which one of the following capabilities?
- A. Asset management
- B. Record producers
- C. Governance Risk and Control
- D. Targeted Communications
Answer: D
Explanation:
Explanation
NEW QUESTION 41
What should be part of the pre-engagement collateral?
- A. Stock Keeping Unit (SKU) and pricing sheet
- B. Scoping Guide
- C. Customer Service roles template
- D. Frequently Asked Questions (FAQ)
Answer: C
Explanation:
Explanation/Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/data-sheet/ ds-sim.pdf (2)
NEW QUESTION 42
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A. Record Producer only
- B. Both portal question entry and Record Producer
- C. None of the above
- D. Entering question in portal only
Answer: A
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/madrid-platform-administration/page/administer/ contextual-search/concept/c_DefineContextualSearch.html
NEW QUESTION 43
Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can:
Options are :
- A. Escalate the chat to virtual agent
- B. Escalate the chat to another agent
- C. Respond to questions
- D. Create a record, such as an incident or a case
Answer: B,C,D
NEW QUESTION 44
Which of the following are best practice with regard to data imports? (Choose two.)
- A. Use ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather than in the legacy repository.
- B. When importing to multiple instances import to each instance separately.
- C. Ensure the field data lengths in ServiceNow are adequate for the imported data because ServiceNow does not automatically adjust the length.
- D. Images embedded in Knowledge Articles should be uploaded separately
Answer: B,D
NEW QUESTION 45
What one of the following is optional when creating a Catalog workflow?
- A. Managing workflow versions
- B. Publishing the workflow
- C. Defining workflow activities
- D. Approving the workflow
Answer: A
NEW QUESTION 46
ACME corporation wants to use ServiceNow CSM for supporting their customers through Twitter. What CSM entity would you recommend ACME to store the customer's Twitter profile details?
- A. Account
- B. Personnel File
- C. Not supported
- D. Social Profile
- E. Consumer
Answer: D
NEW QUESTION 47
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
- A. Open An Incident
- B. Community
- C. Knowledge Base
- D. Service Catalog
Answer: B,C,D
Explanation:
Explanation
NEW QUESTION 48
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 49
What role does the Engagement Manager play before the Workshop? (Choose two.)
- A. Acts as intermediary
- B. Project Manager
- C. Assists with technical requirements
- D. Provides answers to technical problems
Answer: B,C
Explanation:
Explanation/Reference: https://jobs.jobvite.com/servicenow/job/oKxz8fwI
NEW QUESTION 50
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
Explanation:
Explanation
NEW QUESTION 51
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 52
Which one is NOT a dependency for the Customer Service Plugin?
- A. Task Activities
- B. Openframe
- C. Skills Management
- D. Communities
Answer: D
NEW QUESTION 53
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