CIS-CSM exam

What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)A . Define the Business Pain PointsB . Provide consistent service to customersC . Have a clear understanding of the use casesD . Define the number of hours needed to develop the associated requirementsE . Implementation...

Matching rules enhance assignment capability by ____________________.A . Matching best agent by availabilityB . Providing dynamic matching of cases to groups or individualsC . Determining if account is a customer or partnerD . Matching best agent by skillView AnswerAnswer: D Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_CaseRouting.html

Which of the following are correct for parent/child synchronization? (Choose two.)A . Multiple child cases can be managed from a parent case as in Major Issue ManagementB . The Administrator can choose which fields to synchronize from parent to child casesC . Parent to child cases can be synchronized regardless...

What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?A . Selecting all the groupsB . Selecting none of the groupsC . Missing configurationD . MisconfiguredView AnswerAnswer: A

Which of the following roles cannot update a consumer’s record?A . sn_customerservice_agentB . sn_customerservice_managerC . sn_customerservice.consumer_agentD . adminView AnswerAnswer: A Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/task/create-a-consumer-record.html

Articles can provide the following: (Choose three.)A . Document current and known issuesB . Provide answers and responses to common issues or questionsC . Information about customer’s service contractD . Share product informationView AnswerAnswer: A, B, D Explanation: Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledgemanagement/topic/p_KnowledgeManagment.html

Access to a Knowledge base or Article can be restricted based on a customer’s assets and the product models using which of the following? (Choose two.)A . Knowledge Product EntitlementsB . Data PolicyC . ACLD . User CriteriaView AnswerAnswer: A

From what places in SN can an agent create a case? (Choose three.)A . Customer Service ApplicationB . ContactC . AccountD . ChatView AnswerAnswer: A, C, D Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseForm.htmlc

Which of the following are true regarding the Community Portal application? (Choose two.)A . It is available to any customer with a Community licenseB . It is available by default with the Support and Service portalsC . It is only available to CSM license holdersD . Most of the configuration...

The available case types are: (Choose two.)A . Product SupportB . OrderC . ProductD . SupportView AnswerAnswer: B, C Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/manage-csm-case-types.html