CIS-CSM exam

Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?A . Case PerformanceB . Case AnalyticsC . Case DigestD . Case SpotlightView AnswerAnswer: D Explanation: Reference: https://docs.servicenow.com/bundle/paris-now-intelligence/page/use/performance-analytics/concept/put-spotlight-on-records.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

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 are the conditions that matching rules are based on? (Choose two.)A . Agent resources best suited to work on a caseB . Specific routing rulesC . Filters set up in advanced work assignmentD . Specific case attributesView AnswerAnswer: A, D Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_CaseRouting.html

How many active OpenFrame configurations can you have on an instance?A . 2B . UnlimitedC . 1D . 3View AnswerAnswer: B Explanation: Reference: https://docs.servicenow.com/bundle/jakarta-customer-service-management/page/product/ customer-service-management/task/t_CreateAnOpenFrameConfiguration.html

Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? (Choose three.)A . Assigned CasesB . Agent AffinityC . Availability TodayD . Matching SkillsE . Agent HistoryView AnswerAnswer: A, C, D

What should be part of the pre-engagement collateral?A . Frequently Asked Questions (FAQ)B . Scoping GuideC . Customer Service roles templateD . Stock Keeping Unit (SKU) and pricing sheetView AnswerAnswer: C Explanation: Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/data-sheet/dssim.pdf (2)

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

_____________________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent...

Information about a customer’s service contract is found in Knowledge.A . FalseB . TrueView AnswerAnswer: A Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_ContractsAndEntitlements.html