File Info
| Exam | Certified Implementation Specialist - Customer Service Management |
| Number | CIS-CSM |
| File Name | ServiceNow.CIS-CSM.SelfTestEngine.2020-04-22.35q.vcex |
| Size | 20 KB |
| Posted | Apr 22, 2020 |
| Download | ServiceNow.CIS-CSM.SelfTestEngine.2020-04-22.35q.vcex |
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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
Question 4
What are the conditions that matching rules are based on? (Choose two.)
- Agent resources best suited to work on a case
- Specific routing rules
- Filters set up in advanced work assignment
- Specific case attributes
Correct answer: AD
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_CaseRouting.html Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_CaseRouting.html
Question 5
Special Handling Notes can apply to which one of the following based on specific attributes?
- Domain
- Contact
- Holiday
- VIP
Correct answer: C
Question 6
Which of the following is a condition for matching rules?
- Agent domain
- Assignment
- Switching
- Specific case attributes
Correct answer: B
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/case-assignment-matching-rules.html Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/case-assignment-matching-rules.html
Question 7
What do blue circles in the timeline of a case form represent?
- Note
- State
- Activity
- Comment
Correct answer: B
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseTimeline.html Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseTimeline.html
Question 8
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
- Case Escalation
- Case State
- Case Categorization
- Case Prioritization
Correct answer: CD
Explanation:
Reference: https://www.servicenow.com/products/predictive-intelligence.html Reference: https://www.servicenow.com/products/predictive-intelligence.html
Question 9
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
- Apply Role by Customer
- Auto Assessment
- Change Update to Close
- Update Case Entitlement
Correct answer: BD
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_BRIWCustomerService.html Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_BRIWCustomerService.html
Question 10
What role does the Engagement Manager play before the Workshop? (Choose two.)
- Project Manager
- Acts as intermediary
- Provides answers to technical problems
- Assists with technical requirements
Correct answer: AD
Explanation:
Reference: https://jobs.jobvite.com/servicenow/job/oKxz8fwI Reference: https://jobs.jobvite.com/servicenow/job/oKxz8fwI
