CIS-CSM exam

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

In the Customer Service Management space, what does the term asset management mean?A . Financial, contractual and inventory information of assetsB . A set of business activities and processes used to track assetsC . Tables in the Asset applicationD . Tracking products or services customers are usingView AnswerAnswer: A Explanation:...

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

Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?A . Open an incidentB . Viewing knowledge articlesC . Live chatD . Consumer self-registrationView AnswerAnswer: D Explanation: Source: https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-management/concept/omnichannels-communicating-customers.html

Who can create a customer service case from a community discussion? (Choose two.)A . Customer service agent (sn_customerservice_agent)B . Proxy case creator (sn_customerservice.proxy_case_creator)C . Partner (sn_customerservice.partner)D . Case Viewer (sn_customerservice.case_viewer)View AnswerAnswer: A, B Explanation: Reference: https://docs.servicenow.com/bundle/paris-customer-service-management/page/product/customer-communities/concept/case-management-integration.html

During which Now Create stage are workshops conducted?A . ExecuteB . InitiateC . DeliverD . PlanE . CloseView AnswerAnswer: D Explanation: Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/data-sheet/now-create-ebook.pdf

Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)A . Case EscalationB . Case StateC . Case CategorizationD . Case PrioritizationView AnswerAnswer: C, D Explanation: Reference: https://www.servicenow.com/products/predictive-intelligence.html

Once a major case candidate is approved a major case is created. What then happens to the customer case?A . The customer case becomes a child case of the major caseB . The customer case will be automatically closedC . The customer case becomes the parent case of the major...

The available case types are: (Choose two.)A . Product SupportB . OrderC . ProductD . SupportView AnswerAnswer: B, C Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/manage-csm-case-types.html

Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.A . sn_shn.max_num_alertsB . sn_shn.note_preferencesC . sn_shn.popup_widthView AnswerAnswer: C