CIS-CSM exam

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

If the CSM Demo Data Plugin has been installed what are two options either of which will prepare that instance to be used as part of the release path to production? (Choose two.)A . Zboot the instanceB . Disable the Case InterceptorC . Remove the Demo Data via a HI...

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,...

What criteria can be used to determine when a new inbound case should be opened?A . When a new customer is createdB . When an internal problem occursC . When a customer has a question or issue to resolveD . When we have new marketing material for a customerView AnswerAnswer:...

What role does the Engagement Manager play before the Workshop? (Choose two.)A . Project ManagerB . Acts as intermediaryC . Provides answers to technical problemsD . Assists with technical requirementsView AnswerAnswer: A, D Explanation: Reference: https://jobs.jobvite.com/servicenow/job/oKxz8fwI

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