최신 CIS-CSM 무료덤프 - ServiceNow Certified Implementation Specialist

문제1

Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)

A. Update Case Entitlement

B. Change Update to Close

C. Apply Role by Customer

D. Auto Assessment

정답: A,D

설명: (DumpTOP 회원만 볼 수 있음)

문제2

When working with case types, what is the lowest level in the case type hierarchy called?

A. Leaf-level

B. Base-level

C. Decision-level

D. Sub-level

정답: A

문제3

What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)

A. Knowledge and skills required for agents

B. Number of agents required

C. Number of customer service portals used

D. Number and type of support tools available

E. Geographical location of customer

F. Languages spoken by agents

정답: A,B,D,F

문제4

Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?

A. The create contact (consumer) feature is only available in the CSM Configurable Workspace Most Voted

B. The create contact (consumer) feature is available in all CSM Workspaces

C. The create contact (consumer) feature is not available in any of the CSM Workspaces

D. The create contact (consumer) feature is only available in the Agent Workspace

정답: A

문제5

What are the conditions that matching rules are based on? (Choose two.)

A. Specific case attributes

B. Filters set up in advanced work assignment

C. Agent resources best suited to work on a case

D. Specific routing rules

정답: A,C

설명: (DumpTOP 회원만 볼 수 있음)

문제6

What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?

A. Catalog

B. Portal

C. Virtual Agent

D. Web

정답: D

문제7

Which entity represents specific versions of products being sold to and supported for customers?

A. Product Categories

B. Sold Products

C. Product Models

D. Portfolio Products

정답: C

문제8

In ServiceNow's CSM Application, what is an interaction?

A. A binding agreement between two parties

B. A record that a Customer Service Agent uses to identify and resolve a question or an issue for an external customer

C. Any configuration item that has been made accessible to customers

D. A request for assistance made through a chat, phone call, or walk-up

정답: D

문제9

Out-of-the-box. cases are automatically closed after how many days?

A. 10 days

B. Cases are not automatically closed by default

C. 3 days

D. 5 days

정답: B

문제10

New case tasks use the following prefix:

A. CSTASK prefix

B. No specific task prefix just existing TASK prefix

C. CSMTASK prefix

D. CASETASK prefix

정답: A

문제11

Now Create provides a prescriptive methodology, leading practices, and accelerators to help with ServiceNow implementations and upgrades How many sequential project phases and exit gates are there in the Now Create Methodology?

A. Six

B. Four

C. Five

D. Three

정답: C

설명: (DumpTOP 회원만 볼 수 있음)

문제12

Matching rules enhance assignment capability by ____________________.

A. Determining if account is a customer or partner

B. Matching best agent by availability

C. Providing dynamic matching of cases to groups or individuals

D. Matching best agent by skill

정답: D

설명: (DumpTOP 회원만 볼 수 있음)

문제13

Access to a Knowledge base or Article can be restricted based on a customer's assets and the product models using which of the following? (Choose two.)

A. Knowledge Product Entitlements

B. ACL

C. User Criteria

D. Data Policy

정답: A

문제14

What is the most efficient way to get cases to be dosed automatically after a few days?

A. Set the property glide.auto.close.cases resolved to true

B. Activate the Auto Close Resolved Cases flow

C. Create a Scheduled job that looks at the resolved_at date

D. Create a workflow associated with cases with a timer that changes the state after a few days

정답: B

문제15

How are Service Catalogs and Catalog Items related? (Choose two.)

A. A catalog item can be associated with one or more service catalogs Most Voted

B. Access to catalog items is determined by the service catalog's assigned user criteria

C. Service catalogs may contain multiple catalog items Most Voted

D. A catalog item can only be associated with one service catalog

정답: A,C

문제16

What should be done if an attribute about an Install Base Item is merely for informational purposes?

A. Track it as an Install Base characteristic

B. Create a Install Base custom field

C. Include it in the entitlement details

D. Document it in the product manual

정답: A

문제17

The default configuration automatically closes resolved Cases after how many days?

A. 10 days

B. Cases are not automatically closed by default Most Voted

C. 3 days

D. 5 days

정답: B

문제18

Which of the following is a required field in the Resolution Information tad in order to close a case?

A. Closed by

B. Resolution notes

C. Cause

D. Closed

정답: B

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

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