CIS-CSM V3

Articles can provide the following: (Choose three.)A . Document current and known issuesB . Provide answers and responses to common issues or questionsC . Information about customer’s service contractD . Share product informationView AnswerAnswer: A, B, D Explanation: Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledgemanagement/topic/p_KnowledgeManagment.html

Which application must be activated to enable customers to check in on-line for future appointments?A . Business LocationB . Walk-Up ExperienceC . Field Service ManagementD . Service OrganizationView AnswerAnswer: B Explanation: Reference: https://docs.servicenow.com/bundle/rome-customer-service-management/page/product/customer-service-management/task/csm-walkup-enable-appt-booking.html

What are features of Customer Service Management? (Choose four.)A . Timed AuditsB . Service EntitlementsC . Demand ManagementD . Service ProspectingE . Real-time SLAsF . Service ContractsG . Skills-based routingView AnswerAnswer: B,C, E, G

When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?A . OrderB . ContractC . FAQD . MonitoringE . RequestF . 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

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

Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?A . Contextual SearchB . Agent AssistC . Dynamic Related RecordsD . Record InformationView AnswerAnswer: C

Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.A . TrueB . FalseView AnswerAnswer: B Explanation: Reference: https://docs.servicenow.com/bundle/london-customer-service-management/page/product/customer-service-management/task/view-csm-executive-dashboard.html

What is required to enable the Follow the sun field on the Customer Service Case form?A . Nothing, it is a standard fieldB . The value property on the form must be set to trueC . The plugin ‘com.snc.csm_time_recording’ needs to be activatedD . The value property on the form...

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

Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?A . Case PerformanceB . Case AnalyticsC . Case DigestD . Case SpotlightView AnswerAnswer: D Explanation: Reference: https://docs.servicenow.com/bundle/paris-now-intelligence/page/use/performance-analytics/concept/put-spotlight-on-records.html