CIS-CSM V4

Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)A . Contact (customer_contact)B . Consumer User (csm_consumer-user)C . Consumer (csm_consumer)D . CSM User (csm_user)View AnswerAnswer: B, C

What are the types of units used to measure entitlements? (Choose two.)A . HoursB . ContractC . CostD . CaseView AnswerAnswer: A, D Explanation: Entitlements are counted on a per unit basis. The Unit field on the Service Entitlement form defines the unit type, either cases or hours. Source: https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/configure-csm-entitlements.html

When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?A . Social ChannelsB . Social ProfilesC . Social LogsD . Work notesE . Additional commentsView AnswerAnswer: C

What should be emphasized when designing solutions? (Choose three.)A . Minimize customizationsB . Focus Out-of-the-box functionalityC . Design for ScalabilityD . Mobile friendly functionalityView AnswerAnswer: B, C, D

Which one is NOT a dependency for the Customer Service Plugin?A . Task ActivitiesB . Skills ManagementC . OpenframeD . CommunitiesView AnswerAnswer: D

What are some benefits that Knowledge Product Entitlement provide? (Choose three.)A . Reduces call volumeB . Makes it easier for Agents to manage case volumeC . Allows access to Knowledge Articles that are related to products owned by a customerD . Information about customer’s service contractView AnswerAnswer: A, B, C

During which Now Create stage are workshops conducted?A . ExecuteB . InitiateC . DeliverD . PlanE . CloseView AnswerAnswer: D Explanation: Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/data-sheet/now-create-ebook.pdf

What do blue circles in the timeline of a case form represent?A . NoteB . StateC . ActivityD . CommentView AnswerAnswer: B Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseTimeline.html

When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?A . OrderB . ContractC . FAQD . MonitoringE . RequestF . BillingView AnswerAnswer: A Explanation: Reference: https://docs.servicenow.com/bundle/rome-customer-service-management/page/administer/atf-quick-start-tests/reference/quick-start-tests-csm.html

With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?A . After 3 daysB . After 5 daysC . After 1 dayD . After 7 daysView AnswerAnswer: B