CIS-CSM V1

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

Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?A . Maybe B. No C. Yes D. I don't knowView AnswerAnswer: C

Why does the implementation team need to deliver core functionality to the customer as quickly as possible?A . To expand the technical reach B. To facilitate the requirement gathering during the workshops C. To complete any complex customizations early enough D. To realize near-term ROI (Return on Investment)View AnswerAnswer: D

ACME corporation wants to use ServiceNow CSM for supporting their customers through Twitter. What CSM entity would you recommend ACME to store the customer’s Twitter profile details?A . Account B. Not supported C. Consumer D. Social Profile E. Personnel FileView AnswerAnswer: D

Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.A . sn_shn.max_num_alerts B. sn_shn.note_preferences C. sn_shn.popup_widthView AnswerAnswer: C

HOTSPOT Match the business rule to its function in the Self-Service Portal. View AnswerAnswer:

HOTSPOT Match the definitions for roles relationships. View AnswerAnswer:

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

Which of the following is a condition for matching rules?A . Agent domain B. Assignment C. Switching D. Specific case attributesView AnswerAnswer: B Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/case-assignment-matching-rules.html

If only one user reports a content for moderation, the content will be hidden.A . True B. FalseView AnswerAnswer: B Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-communities/task/approve-reject-content.html