CIS-CSM exam

Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can:A . Escalate the chat to virtual agentB . Create a record, such as an incident or a caseC . Escalate the chat to another agentD . Respond to questionsView AnswerAnswer: B, C,...

What criteria can be used to determine when a new inbound case should be opened?A . When a new customer is createdB . When an internal problem occursC . When a customer has a question or issue to resolveD . When we have new marketing material for a customerView AnswerAnswer:...

What role does the Engagement Manager play before the Workshop? (Choose two.)A . Project ManagerB . Acts as intermediaryC . Provides answers to technical problemsD . Assists with technical requirementsView AnswerAnswer: A, D Explanation: Reference: https://jobs.jobvite.com/servicenow/job/oKxz8fwI

Predictive Intelligence improves Case management by:A . Predicting what values should have gone into empty fields in historical recordsB . Reducing the number of records needed to accurately predict a valueC . Replacing legacy routing rulesD . Predicting Case values without manual interventionView AnswerAnswer: D

What are the characteristics of Knowledge Categories?A . Shareable across KBs: Yes; Multi-Level: NoB . Shareable across KBs: No; Multi-Level: YesC . Shareable across KBs: No; Multi-Level: NoD . Shareable across KBs: Yes; Multi-Level: YesView AnswerAnswer: B

Contextual Search framework is used for providing Knowledge search results in which of these scenarios?A . Entering question in portal onlyB . Record Producer onlyC . Both portal question entry and Record ProducerD . None of the aboveView AnswerAnswer: C Explanation: Reference: https://docs.servicenow.com/bundle/madrid-platform-administration/page/administer/contextualsearch/concept/c_DefineContextualSearch.html

Which of the following roles can update a consumer's record? (Choose two.)A . Consumer Support Agent {sn_customerservice.consumer_agent)B . Customer Service Manager (sn_customerservice_manager)C . Customer Service Agent (sn_customerservice_agent)D . Customer (sn_customerservice.customer)View AnswerAnswer: A, D

What one of the following is optional when creating a Catalog workflow?A . Publishing the workflowB . Defining workflow activitiesC . Approving the workflowD . Managing workflow versionsView AnswerAnswer: D Explanation: Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/workflowadministration/task/t_CrtWkflwNewSvcCtlgItm.html

Regarding Account Teams, what is the purpose of marking a role as 'unique'?A . The role then becomes a child responsibilityB . Ensure there is a dedicated account manager for that accountC . The role then becomes a parent responsibilityD . Prevent the same role being used on different customer...

How many outbound email accounts are supported in Customer Service Management?A . OneB . UnlimitedC . TwoD . One per business serviceView AnswerAnswer: A Explanation: Reference: https://community.servicenow.com/community?id=community_question&sys_id=8c8a948f1bc3cc50ada243f6fe4bcba4