CIS-CSM V4

Predictive Intelligence improves Case management by:A . Predicting what values should have gone into empty fields in historical recordsB . Reducing the number of records needed to accurately predict a valueC . Replacing legacy routing rulesD . Predicting Case values without manual interventionView AnswerAnswer: D

What are the characteristics of Knowledge Categories?A . Shareable across KBs: Yes; Multi-Level: NoB . Shareable across KBs: No; Multi-Level: YesC . Shareable across KBs: No; Multi-Level: NoD . Shareable across KBs: Yes; Multi-Level: YesView AnswerAnswer: B

Contextual Search framework is used for providing Knowledge search results in which of these scenarios?A . Entering question in portal onlyB . Record Producer onlyC . Both portal question entry and Record ProducerD . None of the aboveView AnswerAnswer: C Explanation: Reference: https://docs.servicenow.com/bundle/madrid-platform-administration/page/administer/contextualsearch/concept/c_DefineContextualSearch.html

Which of the following roles can update a consumer's record? (Choose two.)A . Consumer Support Agent {sn_customerservice.consumer_agent)B . Customer Service Manager (sn_customerservice_manager)C . Customer Service Agent (sn_customerservice_agent)D . Customer (sn_customerservice.customer)View AnswerAnswer: A, D

What one of the following is optional when creating a Catalog workflow?A . Publishing the workflowB . Defining workflow activitiesC . Approving the workflowD . Managing workflow versionsView AnswerAnswer: D Explanation: Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/workflowadministration/task/t_CrtWkflwNewSvcCtlgItm.html

Regarding Account Teams, what is the purpose of marking a role as 'unique'?A . The role then becomes a child responsibilityB . Ensure there is a dedicated account manager for that accountC . The role then becomes a parent responsibilityD . Prevent the same role being used on different customer...

How many outbound email accounts are supported in Customer Service Management?A . OneB . UnlimitedC . TwoD . One per business serviceView AnswerAnswer: A Explanation: Reference: https://community.servicenow.com/community?id=community_question&sys_id=8c8a948f1bc3cc50ada243f6fe4bcba4

What module is used to create Case Record Producers?A . Case Record ProducersB . Edit RecordsC . Record ProducersD . Maintain RecordsView AnswerAnswer: C

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

What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)A . Knowledge and skills required for agentsB . Geographical location of customerC . Languages spoken by agentsD . Number and type of support tools availableE . Number of customer...