CIS-CSM exam

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 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

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

How many outbound email accounts are supported in Customer Service Management?A . One B. Unlimited C. Two D. One per business serviceView AnswerAnswer: A Explanation: Reference: https://community.servicenow.com/community?id=community_question&sys_id=8c8a948f1bc3cc50ada243f6fe4bcba4

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 instance B. Disable the Case Interceptor C. Remove the Demo Data via a HI...

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

Entitlements specify the level of service provided to customers.A . False B. TrueView AnswerAnswer: B Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_ContractsAndEntitlements.html

What does the Agent Whisper function do?A . Lets agents and chat supervisors have a conversation without the requester knowing B. Lets the chat supervisors have a conversation with the requester without the agent knowing C. Lets agents have chat conversations with other agents without the requester knowing D. Lets...