CIS-CSM V2

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

When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?A . Order B. Contract C. FAQ D. Monitoring E. Request F. BillingView AnswerAnswer: A Explanation: Reference: https://docs.servicenow.com/bundle/rome-customer-service-management/page/administer/atf-quick-start-tests/reference/quick-start-tests-csm.html

Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)A . Partner Service B. Customer Service C. Consumer Service D. Product ServiceView AnswerAnswer: A,B

Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)A . Apply Role by Customer B. Auto Assessment C. Change Update to Close D. Update Case EntitlementView AnswerAnswer: B,D

What are the conditions that matching rules are based on? (Choose two.)A . Agent resources best suited to work on a case B. Specific routing rules C. Filters set up in advanced work assignment D. Specific case attributesView AnswerAnswer: A,D Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_CaseRouting.html

With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?A . After 3 days B. After 5 days C. After 1 day D. After 7 daysView AnswerAnswer: B

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?A . Social Channels B. Social Profiles C. Social Logs D. Work notes E. Additional commentsView AnswerAnswer: B

The Customer Support Portal default configuration provides the following channels to interact with customers? (Choose two.)A . Web B. Social C. Chat D. EmailView AnswerAnswer: A,D Explanation: Reference: https://docs.servicenow.com/bundle/madrid-customer-service-management/page/product/customer-service-management/concept/c_CustomerPortalOverview.html

What should be part of the pre-engagement collateral?A . Frequently Asked Questions (FAQ) B. Scoping Guide C. Customer Service roles template D. Stock Keeping Unit (SKU) and pricing sheetView AnswerAnswer: B Explanation: Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/data-sheet/dssim.pdf (2)

________________ is a role for managing all of the cases in an account and any related child accounts.A . Partner administrator [sn_customerservice.partner_admin] B. Consumer [sn_customerservice.consumer] C. Customer [sn_customerservice.customer] D. Partner [sn_customerservice.partner] E. Customer case manager [sn_customerservice.customer_case_manager] F. Customer administrator [sn_customerservice.customer_admin]View AnswerAnswer: E