CIS-CSM V2

Partner admin contacts have access to the data of both their partner accounts and customer accounts.A . True B. FalseView AnswerAnswer: A Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_RolesInstalledWithCustomerService.html

Information about a customer’s service contract is found in Knowledge.A . False B. TrueView AnswerAnswer: A Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_ContractsAndEntitlements.html

Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?A . Contextual Search B. Agent Assist C. Dynamic Related Records D. Record InformationView AnswerAnswer: C

What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?A . Web B. Catalog C. Portal D. Virtual AgentView AnswerAnswer: A Explanation: Reference: https://docs.servicenow.com/bundle/rome-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseForm.html

Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?A . Open an incident B. Viewing knowledge articles C. Live chat D. Consumer self-registrationView AnswerAnswer: D

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

Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)A . Manage cases on behalf of customer service agents B. Create cases on behalf of customers C. Manage requests on behalf of customer service agents D. Create requests on behalf of customers E. Manage major incident communication...

What module is used to create Case Record Producers?A . Case Record Producers B. Edit Records C. Record Producers D. Maintain RecordsView AnswerAnswer: C

What is required to synchronize fields from a parent to a child case(s)?A . The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated B. Major Issue Management needs to be installed and certain properties enabled C. No action required, this is a standard Customer Service Management feature D. The role of...

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