CIS-CSM exam

What criteria can be used to determine when a new inbound case should be opened?A . When a new customer is created B. When an internal problem occurs C. When a customer has a question or issue to resolve D. When we have new marketing material for a customerView AnswerAnswer:...

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

Major Issue Management uses which one of the following capabilities?A . Governance Risk and Control B. Targeted Communications C. Asset management D. Record producersView AnswerAnswer: B Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/major-issue-management.html

If only one user reports a content for moderation, the content will be hidden.A . True B. FalseView AnswerAnswer: B Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-communities/task/approve-reject-content.html

Out-of-the-box. cases are automatically closed after how many days?A . 3 days B. 5 days C. 10 days D. Cases are not automatically closed by defaultView AnswerAnswer: C

In the Customer Service Management space what defines the term asset?A . A physical item B. A specific product instance supported for a customer C. A product that a company supports D. A resource that allows a business serviceView AnswerAnswer: B

Which one is NOT a dependency for the Customer Service Plugin?A . Task Activities B. Skills Management C. Openframe D. CommunitiesView AnswerAnswer: D

What action can be performed by a Partner Admin (sn_customerservice.partner_admin) and NOT by a Partner (sn_customerservice partner) in the Customer Service Portal?A . Can view assets belonging to their partner accounts B. Can create, view, and edit cases for their partner accounts C. Can resolve cases reported by their partner...

Which of the following is a condition for matching rules?A . Agent domain B. Assignment C. Switching D. Specific case attributesView AnswerAnswer: B Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/case-assignment-matching-rules.html