File Info
| Exam | Certified Implementation Specialist - Customer Service Management |
| Number | CIS-CSM |
| File Name | ServiceNow.CIS-CSM.SelfTestEngine.2020-04-22.35q.tqb |
| Size | 109 KB |
| Posted | Apr 22, 2020 |
| Download | ServiceNow.CIS-CSM.SelfTestEngine.2020-04-22.35q.tqb |
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Demo Questions
Question 1
Agents and managers cannot create knowledge articles from Community questions.
- True
- False
Correct answer: B
Explanation:
The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit, and retire knowledge articles that they are associated with. Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge-management/task/create-knowledge-article.html The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit, and retire knowledge articles that they are associated with.
Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge-management/task/create-knowledge-article.html
Question 2
Information about a customer’s service contract is found in Knowledge.
- False
- True
Correct answer: A
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_ContractsAndEntitlements.html Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_ContractsAndEntitlements.html
Question 3
From what places in SN can an agent create a case? (Choose three.)
- Customer Service Application
- Contact
- Account
- Chat
Correct answer: ABC
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseForm.html Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseForm.html
