CIS-CSM Study Guide Brilliant CIS-CSM Exam Dumps PDF
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NEW QUESTION # 34
Predictive Intelligence improves Case management by:
- A. Replacing legacy routing rules
- B. Predicting what values should have gone into empty fields in historical records
- C. Predicting Case values without manual intervention
- D. Reducing the number of records needed to accurately predict a value
Answer: C
NEW QUESTION # 35
What is the purpose of the sidebar feature in CSM Configurable Workspace?
- A. Enables managers lo discreetly monitor chats between agents and customers
- B. Enables agents to access response templates to help them resolve cases faster and more efficiently
- C. To enable agents to collaborate with other agents or Subject Matter Experts (SMEs) in real-time for faster case resolution
- D. Enables agents to keep information regarding details of the case visible at all times
Answer: C
Explanation:
https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/conversational-interfaces/concept/exploring-sidebar.html
NEW QUESTION # 36
What will be the state of a case after a customer rejects the solution proposed by an agent?
- A. Solution Rejected
- B. New
- C. In Progress
- D. Open Most Voted
Answer: D
NEW QUESTION # 37
Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance?
Choose 2 answers
- A. Update Sets
- B. XML unloads
- C. Plugins
- D. Store APPs
Answer: C,D
Explanation:
Store Apps: The exclusive source for Now Certified enterprise workflow apps from partners that complement and extend ServiceNow.
- Plugins: Plugins are software components that provide specific features and functionalities within a ServiceNow instance.
https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/plugins/concept/c_ServiceNowPlugins.html
https://store.servicenow.com/sn_appstore_store.do#!/store/aboutus
NEW QUESTION # 38
Which of the following roles cannot update a consumer's record?
- A. sn_customerservice.consumer_agent
- B. sn_customerservice_manager
- C. sn_customerservice_agent
- D. admin
Answer: C
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/task/create-a-consumer-record.html
NEW QUESTION # 39
Which social media channels are NOT available out-of-box?
- A. None of the above
- B. Twitter
- C. Facebook
- D. All of the above
- E. LinkedIn
Answer: E
NEW QUESTION # 40
What is the specific type of catalog item called that allows users to create any type of task, such as cases, from the Service Catalog?
- A. Record Producer
- B. Request Item
- C. Catalog item
- D. Service Catalog Request
Answer: A
Explanation:
https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/product/service-catalog-management/concept/c_RecordProducer.html
NEW QUESTION # 41
Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)
- A. Customer service agent (sn_customerservice_agent) Most Voted
- B. Customer administrator (sn_customerservice.customer_admin)
- C. Customer service manager (sn_customerservice_manager) Most Voted
- D. Partner (sn_customerservice.partner)
Answer: A,C
NEW QUESTION # 42
Out-of-the-box. cases are automatically closed after how many days?
- A. 3 days
- B. Cases are not automatically closed by default
- C. 5 days
- D. 10 days
Answer: B
NEW QUESTION # 43
Which of the following are channels? (Choose two.)
- A. Web
- B. Article
- C. Contacts
- D. Chat
Answer: A,D
NEW QUESTION # 44
When are any changes to the platform considered a customization?
- A. If they are NOT applied through the usage of built-in tools on the Now Platform
- B. When there are business demands for custom functionality that is not offered out-of-the-box
- C. When they are solely implemented for a custom application
- D. When they require an implementation spread across all project phases
Answer: B
NEW QUESTION # 45
When working with case types, what is the lowest level in the case type hierarchy called?
- A. Sub-level
- B. Decision-level
- C. Leaf-level
- D. Base-level
Answer: C
NEW QUESTION # 46
What do blue circles in the timeline of a case form represent?
- A. State
- B. Note
- C. Comment
- D. Activity
Answer: A
Explanation:
Explanation
NEW QUESTION # 47
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. No action required, this is a standard Customer Service Management feature
- C. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
- D. Major Issue Management needs to be installed and certain properties enabled
Answer: B
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/task/config-major-case-synchronization.html
NEW QUESTION # 48
What should be part of the pre-engagement collateral?
- A. Customer Service roles template
- B. Stock Keeping Unit (SKU) and pricing sheet
- C. Scoping Guide
- D. Frequently Asked Questions (FAQ)
Answer: A
Explanation:
Explanation/Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/data-sheet/ ds-sim.pdf (2)
NEW QUESTION # 49
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ServiceNow CIS-CSM certification exam is a challenging exam that requires dedication and preparation to pass. However, with the right study materials and a solid understanding of the ServiceNow platform, you can succeed in passing the exam and earning your certification. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification is valid for two years and can be renewed by taking and passing a recertification exam. Overall, the ServiceNow CIS-CSM certification is an excellent investment in your career and can open up many opportunities for advancement in the field of customer service management.
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CIS-CSM Dumps Updated Jun 13, 2024 WIith 231 Questions: https://drive.google.com/open?id=1iMegFjel5KNWMkkW11A4-Kl083SS54n2