CIS-CSM V4

Read the use case below to determine if the customer service relationship is B2B or B2C. Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage is local to the customer and scheduled a technician to Mary’s house.A . B2CB . B2BView AnswerAnswer: A

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

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

Which social media channels are NOT available out-of-box?A . FacebookB . TwitterC . LinkedInD . All of the aboveE . None of the aboveView AnswerAnswer: C

ACME corporation wants to use ServiceNow CSM for supporting their customers through Twitter. What CSM entity would you recommend ACME to store the customer’s Twitter profile details?A . AccountB . Not supportedC . ConsumerD . Social ProfileE . Personnel FileView AnswerAnswer: D

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