CIS-CSM V2

What are some benefits that Knowledge Product Entitlement provide? (Choose three.)A . Reduces call volume B. Makes it easier for Agents to manage case volume C. Allows access to Knowledge Articles that are related to products owned by a customer D. Information about customer’s service contractView AnswerAnswer: A,B,C

Which of the following are true regarding integrating a ServiceNow Knowledge base with external content? (Choose two.)A . Imported external articles appear as attachments in ServiceNow B. Only applications that allow WebDAV connections can be integrated C. The imported article will have the same category it had in the source...

Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. Which of the following statements is correct for CIs and assets?A . The...

What is a household entity?A . Group of users that usually share a common address and use services as a group B. Group of people that usually share a common address and use services as a group C. Group of customers that usually share a common address and use services...

What should be emphasized when designing solutions? (Choose three.)A . Minimize customizations B. Focus Out-of-the-box functionality C. Design for Scalability D. Mobile friendly functionalityView AnswerAnswer: B,C,D

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:...

What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)A . Define the Business Pain Points B. Provide consistent service to customers C. Have a clear understanding of the use cases D. Define the number of hours needed to develop the associated requirements E. Implementation...

From what places in SN can an agent create a case? (Choose three.)A . Customer Service Application B. Contact C. Account D. ChatView AnswerAnswer: A,B,C Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseForm.htmlc

True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.A . False B. TrueView AnswerAnswer: B

What are features of Customer Service Management? (Choose four.)A . Timed Audits B. Service Entitlements C. Demand Management D. Service Prospecting E. Real-time SLAs F. Service Contracts G. Skills-based routingView AnswerAnswer: B,C,E,G