File Info
| Exam | Certified Implementation Specialist - Customer Service Management |
| Number | CIS-CSM |
| File Name | ServiceNow.CIS-CSM.CertDumps.2024-08-01.116q.vcex |
| Size | 84 KB |
| Posted | Aug 01, 2024 |
| Download | ServiceNow.CIS-CSM.CertDumps.2024-08-01.116q.vcex |
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Demo Questions
Question 1
Which of the following are correct for parent/child synchronization? (Choose two.)
- Multiple child cases can be managed from a parent case as in Major Issue Management
- The Administrator can choose which fields to synchronize from parent to child cases
- Parent to child cases can be synchronized regardless of which state the case is in
- The property to synchronize parent to child cases is automatically enabled
Correct answer: AC
Explanation:
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/config-major-case-synchronization.html https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/config-major-case-synchronization.html
Question 2
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?
- Social Channels
- Social Profiles
- Social Logs
- Work notes
- Additional comments
Correct answer: C
Question 3
What determines how an escalation request is processed?
- Escalation Rule
- Escalation Template
- Escalation Severity
- Escalation Justification
Correct answer: B
Question 4
Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)
- Customer service manager (sn_customerservice_manager) Most Voted
- Customer service agent (sn_customerservice_agent) Most Voted
- Customer administrator (sn_customerservice.customer_admin)
- Partner (sn_customerservice.partner)
Correct answer: AB
Question 5
Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)
- Create Contact
- Check Case Status Most Voted
- Close Case
- Get Help with an Order Most Voted
- Get Help with an Asset
Correct answer: BD
Explanation:
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/csm-virtual-agent-chatbot.html https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/csm-virtual-agent-chatbot.html
Question 6
Which roles can propose a case as a Major Case candidate? (Choose three.)
- Proxy contact (sn_customerservice.proxy_contact)
- Customer case manager (sn_customerservice.customer_case_manager)
- Customer service manager (sn_customerservice_manager) Most Voted
- Customer service agent (sn_customerservice_agent) Most Voted
- Major issue manager (sn_majorissue_mgt.major_issue_manager)
Correct answer: CDE
Question 7
Once a major case candidate is approved a major case is created. What then happens to the customer case?
- The customer case becomes a child case of the major case
- The customer case will be automatically closed
- The customer case becomes the parent case of the major case
- The customer case will automatically be related to a problem
Correct answer: C
Question 8
What are the types of units used to measure entitlements? (Choose two.)
- Hours
- Contract
- Cost
- Case
Correct answer: AD
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 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
Question 9
Which of the following roles can update a consumer's record? (Choose two.)
- Consumer Support Agent {sn_customerservice.consumer_agent)
- Customer Service Manager (sn_customerservice_manager)
- Customer Service Agent (sn_customerservice_agent)
- Customer (sn_customerservice.customer)
Correct answer: AD
Question 10
Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?
- The field is not based of the customers profile time zone
- The field is active in the base form
- The field is always based on the system time zone
- Agents can use the field to identify if it is the right time to contact customer
Correct answer: A
