ServiceNow CIS-CSM Exam Dumps

dumps2022-02-23T02:16:23+08:00

ServiceNow CIS-CSM exam dumps are available. Passing CIS-CSM exam is not difficult with studying the latest ServiceNow certification CIS-CSM exam dumps. There are 60 questions in real ServiceNow CIS-CSM exam. After you take this ServiceNow exam, the pass or fail result will be immediately displayed. Free ServiceNow certification CIS-CSM exam dumps are below.

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1. Agents and managers cannot create knowledge articles from Community questions.

True

False

2. Information about a customer’s service contract is found in Knowledge.

False

True

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

Customer Service Application

Contact

Account

Chat

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

Agent resources best suited to work on a case

Specific routing rules

Filters set up in advanced work assignment

Specific case attributes

5. Matching rules enhance assignment capability by ____________________.

Matching best agent by availability

Providing dynamic matching of cases to groups or individuals

Determining if account is a customer or partner

Matching best agent by skill

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

Domain

Contact

Holiday

VIP

7. Predictive Intelligence improves Case management by:

Predicting what values should have gone into empty fields in historical records

Reducing the number of records needed to accurately predict a value

Replacing legacy routing rules

Predicting Case values without manual intervention

8. Which of the following is a condition for matching rules?

Agent domain

Assignment

Switching

Specific case attributes

9. What do blue circles in the timeline of a case form represent?

Note

State

Activity

Comment

10. Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

Case Escalation

Case State

Case Categorization

Case Prioritization

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

Apply Role by Customer

Auto Assessment

Change Update to Close

Update Case Entitlement

12. What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)

Define the Business Pain Points

Provide consistent service to customers

Have a clear understanding of the use cases

Define the number of hours needed to develop the associated requirements

Implementation is only as good as the underlying process

13. What should be emphasized when designing solutions? (Choose three.)

Minimize customizations

Focus Out-of-the-box functionality

Design for Scalability

Mobile friendly functionality

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

Project Manager

Acts as intermediary

Provides answers to technical problems

Assists with technical requirements

15. What should be part of the pre-engagement collateral?

Frequently Asked Questions (FAQ)

Scoping Guide

Customer Service roles template

Stock Keeping Unit (SKU) and pricing sheet

16. Articles can provide the following: (Choose three.)

Document current and known issues

Provide answers and responses to common issues or questions

Information about customer’s service contract

Share product information

17. Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

Entering question in portal only

Record Producer only

Both portal question entry and Record Producer

None of the above

18. Which of the following are true regarding integrating a ServiceNow Knowledge base with external content? (Choose two.)

Imported external articles appear as attachments in ServiceNow

Only applications that allow WebDAV connections can be integrated

The imported article will have the same category it had in the source knowledge base

SharePoint blocks this integration

ServiceNow CIS-CSM Exam Dumps

ServiceNow CIS-CSM Exam Dumps

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