CIS-CSM exam

What are features of Customer Service Management? (Choose four.)A . Timed AuditsB . Service EntitlementsC . Demand ManagementD . Service ProspectingE . Real-time SLAsF . Service ContractsG . Skills-based routingView AnswerAnswer: B,C, E, G

What is the purpose of a Catalog Item variable?A . Allows the customer to ask a questionB . Provides hint to the user on the fieldC . Opens a chat session with customer supportD . Allows the customer or consumer to qualify their answerView AnswerAnswer: D Explanation: Reference: https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/service-catalogmanagement/task/t_CreateAVariableForACatalogItem.html

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

HOTSPOT Match the business rule to its function in the Self-Service Portal. View AnswerAnswer: Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-servicemanagement/reference/r_BRIWCustomerService.html

Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)A . Manage requestsB . Execute assigned tasksC . Close work ordersD . Manage casesE . Manage assetsView AnswerAnswer: B, C, D Explanation: When your mobile device is offline,...

What are the Forum User Types? (Choose three.)A . AdminB . RegisteredC . PublicD . CustomE . ModeratorView AnswerAnswer: B, C, E Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-communities/concept/communities-permissions.html

Information in the Case Field ‘Contact’ is copied to which Incident Field?A . ContactB . UserC . CustomerD . CallerView AnswerAnswer: D Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/csm-integration-sm-incident.html

Partner admin contacts have access to the data of both their partner accounts and customer accounts.A . TrueB . FalseView AnswerAnswer: A Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_RolesInstalledWithCustomerService.html

What is required to enable the Follow the sun field on the Customer Service Case form?A . Nothing, it is a standard fieldB . The value property on the form must be set to trueC . The plugin ‘com.snc.csm_time_recording’ needs to be activatedD . The value property on the form...

What’s the purpose of the Deactivate Special Handling Notes Scheduled Job?A . Runs at the end of the month and deactivates all Special Handling notes more than 30 days oldB . Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by...