ServiceNow CIS-CSM Exam Practice Test Instant Access

Question 1

Viewing a customer's install base in the CSM Workspaces enables customer service agents to: (Choose two.)

AClose an upsell of related products and services not yet purchased by a customer Most Voted

BSee the detailed configurations of the products and services deployed for a customer to determine the action needed Most Voted

CTrace Information provided in a case to the right product or service to which it relates

DMonitor related operational services and configuration items that affect service health

Answer : A, B

Question 2

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

ALeaf-level

BDecision-level

CBase-level

DSub-level

Answer : A

Question 3

Agents and managers cannot create knowledge articles from Community questions.

ATrue

BFalse

Answer : B

The ownership group for this knowledge article. An ownership group consists of a group of members and a

manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups

can publish, edit, and retire knowledge articles that they are associated with.

Question 4

Customer Service Trending Topics is a capability that enables companies to use Predictive Intelligence to quickly pinpoint factors driving up case volume and act to mitigate them. Which of the following would be a benefit of using Predictive Intelligence Customer Service Trending Topics?

AA guaranteed reduction in call volume per month

BEliminate the need for more traditional performance analytics

CAuto-generate clusters of cases that point to similar underlying issues

DCreate root cause solutions for similar cases

Answer : C

https://evantage.gilmoreglobal.com/reader/books/SN-CSMI-T010-PG-E/pageid/156

Question 5

From what places in SN can an agent create a case? (Choose three.)

ACustomer Service Application

BContact

CAccount

DChat

Answer : A, C, D

customer-service-management/reference/r_CustomerServiceCaseForm.htmlc

Question 6

________________ is a role for managing all of the cases in an account and any related child accounts.

Options are :

APartner administrator [sn_customerservice.partner_admin]

BConsumer [sn_customerservice.consumer]

CCustomer [sn_customerservice.customer]

DPartner [sn_customerservice.partner]

ECustomer case manager [sn_customerservice.customer_case_manager]

FCustomer administrator [sn_customerservice.customer_admin]

Answer : E

Question 7

Special Handling Notes can apply to which one of the following based on specific attributes?

ADomain

BContact

CHoliday

DVIP

Answer : B

https://killexams.com/demo-download/Servicenow-CIS-CSM

ServiceNow Certified Implementation Specialist - Customer Service Management CIS-CSM Exam Practice Test