Easily To Pass New ServiceNow CIS-CSM Dumps with 65 Questions
Latest CIS-CSM Study Guides 2021 - With Test Engine PDF
For more info read reference:
CIS-CSM Official Certification Site
NEW QUESTION 17
What one of the following is optional when creating a Catalog workflow?
- A. Approving the workflow
- B. Managing workflow versions
- C. Defining workflow activities
- D. Publishing the workflow
Answer: B
Explanation:
Explanation
NEW QUESTION 18
What role does the Engagement Manager play before the Workshop? (Choose two.)
- A. Assists with technical requirements
- B. Acts as intermediary
- C. Provides answers to technical problems
- D. Project Manager
Answer: A,D
Explanation:
Explanation/Reference: https://jobs.jobvite.com/servicenow/job/oKxz8fwI
NEW QUESTION 19
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. Social Profile
- B. Consumer
- C. Account
- D. Not supported
- E. Personnel File
Answer: A
NEW QUESTION 20
What should be part of the pre-engagement collateral?
- A. Customer Service roles template
- B. Frequently Asked Questions (FAQ)
- C. Scoping Guide
- D. Stock Keeping Unit (SKU) and pricing sheet
Answer: A
Explanation:
Explanation
NEW QUESTION 21
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
Answer: A
NEW QUESTION 22
Articles can provide the following: (Choose three.)
- A. Share product information
- B. Provide answers and responses to common issues or questions
- C. Document current and known issues
- D. Information about customer's service contract
Answer: A,B,C
NEW QUESTION 23
Which of the following roles cannot update a consumer's record?
- A. admin
- B. sn_customerservice.consumer_agent
- C. sn_customerservice_agent
- D. sn_customerservice_manager
Answer: C
NEW QUESTION 24
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
- A. False
- B. True
Answer: B
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/london-customer-service-management/page/product/ customer-service-management/task/view-csm-executive-dashboard.html
NEW QUESTION 25
What is the purpose of a Catalog Item variable?
- A. Provides hint to the user on the field
- B. Allows the customer or consumer to qualify their answer
- C. Allows the customer to ask a question
- D. Opens a chat session with customer support
Answer: B
NEW QUESTION 26
Information about a customer's service contract is found in Knowledge.
- A. False
- B. True
Answer: A
NEW QUESTION 27
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
- A. Imported external articles appear as attachments in ServiceNow
- B. The imported article will have the same category it had in the source knowledge base
- C. SharePoint blocks this integration
- D. Only applications that allow WebDAV connections can be integrated
Answer: B,D
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/concept/knowledge-external-content-integration.html
NEW QUESTION 28
In the Customer Service Management space, what does the term asset management mean?
- A. A set of business activities and processes used to track assets
- B. Tables in the Asset application
- C. Financial, contractual and inventory information of assets
- D. Tracking products or services customers are using
Answer: C
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/asset- management/concept/c_AssetManagement.html
NEW QUESTION 29
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
- A. False
- B. True
Answer: B
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_RolesInstalledWithCustomerService.html
NEW QUESTION 30
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
- A. Allows access to Knowledge Articles that are related to products owned by a customer
- B. Information about customer's service contract
- C. Reduces call volume
- D. Makes it easier for Agents to manage case volume
Answer: A,C,D
NEW QUESTION 31
What one of the following is optional when creating a Catalog workflow?
- A. Approving the workflow
- B. Managing workflow versions
- C. Defining workflow activities
- D. Publishing the workflow
Answer: B
NEW QUESTION 32
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.
- A. False
- B. True
Answer: B
NEW QUESTION 33
Which of the following are true regarding the Community Portal application? (Choose two.)
- A. Most of the configuration does not require System Administrator role
- B. It is available to any customer with a Community license
- C. It is available by default with the Support and Service portals
- D. It is only available to CSM license holders
Answer: B,D
NEW QUESTION 34
......
CIS-CSM Dumps and Exam Test Engine: https://www.certkingdompdf.com/CIS-CSM-latest-certkingdom-dumps.html
Get New CIS-CSM Practice Test Questions Answers : https://drive.google.com/open?id=1plhoX8iShSM-ckicc0k7o3DNPthpgLM7