CIS-CSM V3

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

Matching rules enhance assignment capability by ____________________.A . Matching best agent by availabilityB . Providing dynamic matching of cases to groups or individualsC . Determining if account is a customer or partnerD . Matching best agent by skillView AnswerAnswer: D Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_CaseRouting.html

Which of the following is a condition for matching rules?A . Agent domainB . AssignmentC . SwitchingD . Specific case attributesView AnswerAnswer: D Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/case-assignment-matching-rules.html

In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)A . Blocked by approvalB . Blocked by case taskC . Blocked internally and by customerD . Blocked by internallyView AnswerAnswer: C, D

Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)A . Apply Role by CustomerB . Auto AssessmentC . Change Update to CloseD . Update Case EntitlementView AnswerAnswer: B, D Explanation: Source: https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/reference/r_BRIWCustomerService.html

Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can:A . Escalate the chat to virtual agentB . Create a record, such as an incident or a caseC . Escalate the chat to another agentD . Respond to questionsView AnswerAnswer: B, C,...

The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.A . TrueB . FalseView AnswerAnswer: A Explanation: Reference: https://docs.servicenow.com/bundle/orlando-release-notes/page/release-notes/customer-servicemanagement/communities-rn.html

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

Entitlements specify the level of service provided to customers.A . FalseB . TrueView AnswerAnswer: B Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_ContractsAndEntitlements.html

Which of the following are channels? (Choose two.)A . ContactsB . WebC . ChatD . ArticleView AnswerAnswer: B, C Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/configure-csm-omni-channel.html