CIS-CSM exam

Predictive Intelligence improves Case management by:A . Predicting what values should have gone into empty fields in historical records B. Reducing the number of records needed to accurately predict a value C. Replacing legacy routing rules D. Predicting Case values without manual interventionView AnswerAnswer: D

Matching rules enhance assignment capability by ____________________.A . Matching best agent by availability B. Providing dynamic matching of cases to groups or individuals C. Determining if account is a customer or partner D. Matching best agent by skillView AnswerAnswer: D Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_CaseRouting.html

Which of the following are true regarding the Community Portal application? (Choose two.)A . It is available to any customer with a Community license B. It is available by default with the Support and Service portals C. It is only available to CSM license holders D. Most of the configuration...

Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.A . True B. FalseView AnswerAnswer: A Explanation: Reference: https://docs.servicenow.com/bundle/london-customer-service-management/page/product/customer-service-management/task/view-csm-executive-dashboard.html

Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)A . Contact (customer_contact) B. Consumer User (csm_consumer-user) C. Consumer (csm_consumer) D. CSM User (csm_user)View AnswerAnswer: B,C

Which of the following roles cannot update a consumer’s record?A . sn_customerservice_agent B. sn_customerservice_manager C. sn_customerservice.consumer_agent D. adminView AnswerAnswer: A Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/task/create-a-consumer-record.html

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 . B2C B. B2BView AnswerAnswer: A

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

Which application must be activated to enable customers to check in on-line for future appointments?A . Business Location B. Walk-Up Experience C. Field Service Management D. Service OrganizationView AnswerAnswer: B Explanation: Reference: https://docs.servicenow.com/bundle/rome-customer-service-management/page/product/customer-service-management/task/csm-walkup-enable-appt-booking.html

Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?A . The field is not based of the customers profile time zone B. The field is active in the base form C. The field is always based on the system time...