최신 CIS-CSM 무료덤프 - ServiceNow Certified Implementation Specialist

문제1

Advanced Work Assignment assigns work to agents based on their availability, capacity, and skills. Agent Affinity enhances the Advanced Work Assignment process by adding additional agent details organized by affinity type. Which of these are these affinity types?
Choose 3 answers

정답: B,C,D

설명: (DumpTOP 회원만 볼 수 있음)

문제2

Who can create a customer service case from a community discussion? (Choose two.)

A. Partner (sn_customerservice.partner)

B. Case Viewer (sn_customerservice.case_viewer)

C. Customer service agent (sn_customerservice_agent)

D. Proxy case creator (sn_customerservice.proxy_case_creator)

정답: C,D

문제3

When integrating Customer Service Management with IT Service management what separate action is required for Request Management?

A. Activation of the Customer Service plugin (com.sn_customerservice)

B. Activation of the Customer Service Case Action Status plugin (com.snc.csm_action_status)

C. Activation of the Customer Service with Request Management plugin (com.sn_cs_sm_request)

D. Activation of the Customer Service with Service Management plugin (com.sn_cs_sm)

정답: C

문제4

What are the three main components that make up Proactive Customer Service Operations?
Choose 3 answers

정답: A,C,F

문제5

When working with communication channels, what inbound email flows are available by default? (Choose two.)

정답: A,B

문제6

True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
Options are :

A. True

B. False

정답: A

문제7

Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

A. Create cases on behalf of customers

B. Manage major incident communication on behalf of a customer service manager

C. Create requests on behalf of customers

D. Manage requests on behalf of customer service agents

E. Manage cases on behalf of customer service agents

정답: A,C

설명: (DumpTOP 회원만 볼 수 있음)

문제8

Regarding Account Teams, what is the purpose of marking a role as 'unique'?

A. Ensure there is a dedicated account manager for that account

B. Prevent the same role being used on different customer accounts

C. The role then becomes a parent responsibility

D. The role then becomes a child responsibility

정답: D

설명: (DumpTOP 회원만 볼 수 있음)

문제9

From a service provider's perspective, is the following a product or an asset?
A cable modem model that the service provider sells.

A. Product

B. Asset

정답: A

설명: (DumpTOP 회원만 볼 수 있음)

문제10

Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)

A. Customer Service

B. Product Service

C. Partner Service

D. Consumer Service

정답: A,C

문제11

What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)

A. Work orders can be created from a case Most Voted

B. Reduces agent workload

C. Customer can access work order details and tasks created for their case

D. Reduces monthly case volume

정답: A,C

문제12

Name a security benefit gained from using scoped applications:

A. Prevents changes to tables without explicit permission from IT

B. Limits the number of update sets that can be applied

C. Limits accessibility to other applications in the Instance

D. Prevents third party Integrations

정답: C

문제13

What role does the Engagement Manager play before the Workshop? (Choose two.)

A. Acts as intermediary

B. Project Manager

C. Provides answers to technical problems

D. Assists with technical requirements

정답: B,D

문제14

Which type of catalog item may be found in a Service Catalog?

A. Content Items Most Voted

B. Categories

C. Requested Items

D. Execution Plans

정답: A

문제15

Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?

A. Contextual Search

B. Agent Assist

C. Dynamic Related Records

D. Record Information

정답: C

문제16

Depending on the CSM application configurations, cases can be assigned to agents manually or by using auto-assignment. Which routing and assignment features leverage matching rules? (Choose two.)

A. CSM Workspace

B. Assignment Workbench

C. Assignment Rules

D. State Flows

정답: B,C

문제17

Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)

A. Can edit information or roles for existing contacts

B. Can view assets belonging to their account Most Voted

C. Can assign the roles to other contacts in the same account

D. Can research questions issues, or problems, and create view and edit cases for only their own accounts Most Voted

정답: B,D

문제18

What criteria can be used to determine when a new inbound case should be opened?

A. When a customer has a question or issue to resolve

B. When a new customer is created

C. When an internal problem occurs

D. When we have new marketing material for a customer

정답: A

문제19

Using the out-of-the-box major issue management process flow, a consumer service agent proposes an existing case in the Open state as a major case candidate. The major case candidate has a consumer defined and is approved by the customer service manager What happens to the major case candidate?

A. The major case candidate is closed and a new major case is created

B. The major case candidate requires an approval from the major issue manager

C. The major case candidate becomes the major case

D. A new major case is created and the major case candidate Is added as a child to the major case

정답: D

설명: (DumpTOP 회원만 볼 수 있음)

문제20

What is required to synchronize fields from a parent to a child case(s)?

A. The role of sn_customerservice.customer_case_manager must be assigned

B. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated

C. Major Issue Management needs to be installed and certain properties enabled

D. No action required, this is a standard Customer Service Management feature

정답: C

설명: (DumpTOP 회원만 볼 수 있음)

최신 CIS-CSM 무료덤프 - ServiceNow Certified Implementation Specialist - Customer Service Management

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