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PASS RATE CIS-Customer Service Management CIS-CSM Certified Exam DUMP
NEW QUESTION # 17
Match the business rule to its function in the Self-Service Portal.
Hot Area:
Answer:
Explanation:
Explanation:
NEW QUESTION # 18
In the Customer Service Management space what defines the term asset?
- A. A resource that allows a business service
- B. A product that a company supports
- C. A specific product instance supported for a customer
- D. A physical item
Answer: C
NEW QUESTION # 19
What should be part of the pre-engagement collateral?
- A. Scoping Guide
- B. Customer Service roles template
- C. Stock Keeping Unit (SKU) and pricing sheet
- D. Frequently Asked Questions (FAQ)
Answer: A
NEW QUESTION # 20
How are ServiceNow's out-of-the-box Customer Service Management applications packaged? (Choose two.)
- A. Update Sets
- B. Store Apps
- C. Plugins
- D. Through private scopes
Answer: B,C
NEW QUESTION # 21
From what places in SN can an agent create a case? (Choose three.)
- A. Chat
- B. Contact
- C. Customer Service Application
- D. Account
Answer: B,C,D
Explanation:
Reference:
customer-service-management/reference/r_CustomerServiceCaseForm.htmlc
NEW QUESTION # 22
Which of the following are channels? (Choose two.)
- A. Article
- B. Web
- C. Chat
- D. Contacts
Answer: B,C
Explanation:
Explanation
NEW QUESTION # 23
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :
- A. sn_shn.note_preferences
- B. sn_shn.max_num_alerts
- C. sn_shn.popup_width
Answer: C
NEW QUESTION # 24
What should be part of the pre-engagement collateral?
- A. Customer Service roles template
- B. Stock Keeping Unit (SKU) and pricing sheet
- C. Frequently Asked Questions (FAQ)
- D. Scoping Guide
Answer: A
Explanation:
Explanation
NEW QUESTION # 25
Major Issue Management uses which one of the following capabilities?
- A. Governance Risk and Control
- B. Asset management
- C. Record producers
- D. Targeted Communications
Answer: D
NEW QUESTION # 26
When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?
- A. Additional comments
- B. Social Profiles
- C. Social Channels
- D. Work notes
- E. Social Logs
Answer: B
NEW QUESTION # 27
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
- A. Chat
- B. Web
- C. Email
- D. Social
Answer: B,C
Explanation:
Explanation
NEW QUESTION # 28
Which roles can propose a case as a Major Case candidate? (Choose three.)
- A. Customer service manager (sn_customerservice_manager) Most Voted
- B. Customer service agent (sn_customerservice_agent) Most Voted
- C. Major issue manager (sn_majorissue_mgt.major_issue_manager)
- D. Customer case manager (sn_customerservice.customer_case_manager)
- E. Proxy contact (sn_customerservice.proxy_contact)
Answer: A,B,C
NEW QUESTION # 29
What functionality is required to automatically close resolved cases if customers do not respond within a specified time?
- A. Auto Close Resolved Cases Business Rule
- B. Auto Close Resolved Cases Flow Designer Flow
- C. Auto Close Resolved Cases Workflow
- D. Auto Close Resolved Cases Scheduled Job
Answer: D
NEW QUESTION # 30
Which social media channels are NOT available out-of-box?
- A. Twitter
- B. All of the above
- C. None of the above
- D. Facebook
- E. LinkedIn
Answer: C
NEW QUESTION # 31
How many outbound email accounts are supported in Customer Service Management?
- A. One
- B. Unlimited
- C. One per business service
- D. Two
Answer: A
Explanation:
Reference:
id=community_question&sys_id=8c8a948f1bc3cc50ada243f6fe4bcba4
NEW QUESTION # 32
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
- A. Change Update to Close
- B. Auto Assessment
- C. Update Case Entitlement
- D. Apply Role by Customer
Answer: B,C
Explanation:
Source: https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/reference/r_BRIWCustomerService.html
NEW QUESTION # 33
Which of the following are correct for parent/child synchronization? (Choose two.)
- A. The property to synchronize parent to child cases is automatically enabled
- B. The Administrator can choose which fields to synchronize from parent to child cases
- C. Multiple child cases can be managed from a parent case as in Major Issue Management
- D. Parent to child cases can be synchronized regardless of which state the case is in
Answer: C,D
Explanation:
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/config-major-case-synchronization.html
NEW QUESTION # 34
How many active OpenFrame configurations can you have on an instance?
- A. 0
- B. Unlimited
- C. 1
- D. 2
Answer: B
Explanation:
Reference:
customer-service-management/task/t_CreateAnOpenFrameConfiguration.html
NEW QUESTION # 35
From a service provider's perspective, is the following a product or an asset?
A cable modem model that the service provider sells.
- A. Asset
- B. Product
Answer: B
Explanation:
Reference:
customer-service-management/concept/c_ContractsAndEntitlements.html
NEW QUESTION # 36
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