CIS-CSM V2

Major Issue Management uses which one of the following capabilities?A . Governance Risk and Control B. Targeted Communications C. Asset management D. Record producersView AnswerAnswer: B Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/major-issue-management.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

Out-of-the-box. cases are automatically closed after how many days?A . 3 days B. 5 days C. 10 days D. Cases are not automatically closed by defaultView AnswerAnswer: C

In the Customer Service Management space what defines the term asset?A . A physical item B. A specific product instance supported for a customer C. A product that a company supports D. A resource that allows a business serviceView AnswerAnswer: B

Which one is NOT a dependency for the Customer Service Plugin?A . Task Activities B. Skills Management C. Openframe D. CommunitiesView AnswerAnswer: D

What action can be performed by a Partner Admin (sn_customerservice.partner_admin) and NOT by a Partner (sn_customerservice partner) in the Customer Service Portal?A . Can view assets belonging to their partner accounts B. Can create, view, and edit cases for their partner accounts C. Can resolve cases reported by their partner...

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

What is the purpose of the Guided Decisions capability?A . Provide agents with an escalation guide B. Guide agents through account management C. Dynamically guide agents to help resolve complex cases D. Provide agents with a knowledge guideView AnswerAnswer: C Explanation: Reference: https://docs.servicenow.com/bundle/rome-customer-service-management/page/product/customer-service-management/concept/guided-decisions.html

What do blue circles in the timeline of a case form represent?A . Note B. State C. Activity D. CommentView AnswerAnswer: B Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseTimeline.html

Partner admin (sn_customerservice.partner_admin) contacts have access to:A . Their customer account B. Their partner accounts C. Both D. NeitherView AnswerAnswer: C