CIS-CSM exam

What are some benefits that Knowledge Product Entitlement provide? (Choose three.)A . Reduces call volumeB . Makes it easier for Agents to manage case volumeC . Allows access to Knowledge Articles that are related to products owned by a customerD . Information about customer’s service contractView AnswerAnswer: A, B, C

Information in the Case Field ‘Contact’ is copied to which Incident Field?A . ContactB . UserC . CustomerD . CallerView AnswerAnswer: D Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/csm-integration-sm-incident.html

What is the purpose of the Guided Decisions capability?A . Provide agents with an escalation guideB . Guide agents through account managementC . Dynamically guide agents to help resolve complex casesD . Provide agents with a knowledge guideView AnswerAnswer: C Explanation: Reference: https://docs.servicenow.com/bundle/rome-customer-service-management/page/product/customer-service-management/concept/guided-decisions.html

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

Agents and managers cannot create knowledge articles from Community questions.A . TrueB . FalseView AnswerAnswer: B Explanation: The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can...

What does the Agent Whisper function do?A . Lets agents and chat supervisors have a conversation without the requester knowingB . Lets the chat supervisors have a conversation with the requester without the agent knowingC . Lets agents have chat conversations with other agents without the requester knowingD . Lets...

What action is required to enable agents to create an incident record for a case?A . They must be assigned with the read role for incidentB . They must be assigned with the itil roleC . They must be assigned with the snc_intemal roleD . They must be assigned with...

Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?A . MaybeB . NoC . YesD . I don't knowView AnswerAnswer: C

Which of the following are best practice with regard to data imports? (Choose two.)A . When importing to multiple instances import to each instance separately.B . Use ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather than in the legacy repository.C . Ensure the field...

What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)A . Define the Business Pain PointsB . Provide consistent service to customersC . Have a clear understanding of the use casesD . Define the number of hours needed to develop the associated requirementsE . Implementation...