최신 CIS-CSM 무료덤프 - ServiceNow Certified Implementation Specialist

문제1

The available case types are: (Choose two.)

A. Product

B. Support

C. Order

D. Product Support

정답: A,C

문제2

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. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated

C. Major Issue Management needs to be installed and certain properties enabled

D. No action required, this is a standard Customer Service Management feature

정답: C

문제3

An entitlement defines the types of support a customer receives. Entitlements are based on a number of standard fields such as product and asset. When Proactive Customer Service Operations is implemented which additional fields could be used?
Choose 2 answers

A. Sold product

B. Install base Item

C. Configuration item

D. Contact

E. Business Service

정답: A,B

문제4

What does NLU stand for?

A. Natural-Language URL

B. Natural-Language Understanding Most Voted

C. Natural-Learning URL

D. Natural-Learning Userability

정답: B

문제5

ACME corporation wants to use ServiceNow CSM for supporting their customers through Twitter. What CSM entity would you recommend ACME to store the customer's Twitter profile details?

A. Social Profile

B. Not supported

C. Consumer

D. Account

E. Personnel File

정답: A

문제6

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

A. Minimize customizations

B. Focus Out-of-the-box functionality

C. Mobile friendly functionality

D. Design for Scalability

정답: B,C,D

문제7

Why does the implementation team need to deliver core functionality to the customer as quickly as possible?

A. To facilitate the requirement gathering during the workshops

B. To complete any complex customizations early enough

C. To expand the technical reach

D. To realize near-term ROI (Return on Investment)

정답: D

문제8

External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:

A. Web-configurable

B. Web-based

C. webDAV-compilant

D. WebDAV-versioned

정답: C

문제9

What action is required to enable agents to create an incident record for a case?

A. They must be assigned with the snc_intemal role

B. They must be assigned with the read role for incident

C. They must be assigned with the sn_customerservice.itsm_contributor role

D. They must be assigned with the itil role

정답: D

문제10

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

A. Trace Information provided in a case to the right product or service to which it relates

B. Close an upsell of related products and services not yet purchased by a customer Most Voted

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

D. Monitor related operational services and configuration items that affect service health

정답: B,C

문제11

Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)

A. Contact (customer_contact)

B. Consumer User (csm_consumer-user)

C. Consumer (csm_consumer)

D. CSM User (csm_user)

정답: B,C

문제12

By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)

A. Contracts

B. Products Most Voted

C. Assets Most Voted

D. Publications Most Voted

E. Contacts

정답: B,C,D

문제13

The case digests feature includes which types of case communication? (Choose two.)

A. Post Case Reviews Most Voted

B. Case Lifecycle Reports

C. Case Action Summaries Most Voted

D. Case Post Mortem

정답: A,C

문제14

A customer service agent wants to escalate an account but is unable to use the Escalate Account related link on the Account form. What could be the reasons why the customer service agent is not able to use it? (Choose two.)

A. The parent account of the account to be escalated is not active

B. The customer service agent is not assigned with the escalation requester role

C. No escalation approval flow is configured

D. The account already has an open escalation record

정답: B,D

문제15

Which of the following are true regarding the Community Portal application? (Choose two.)

A. It is only available to CSM license holders

B. Most of the configuration does not require System Administrator role

C. It is available by default with the Support and Service portals

D. It is available to any customer with a Community license

정답: A,D

설명: (DumpTOP 회원만 볼 수 있음)

문제16

Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
Options are :

A. Maybe

B. No

C. Yes

D. I don't know

정답: C

문제17

When integrating Customer Service Management with IT Service management what separate action is required for Request Management?

A. Activation of the Customer Service plugin (com.sn_customerservice)

B. Activation of the Customer Service Case Action Status plugin (com.snc.csm_action_status)

C. Activation of the Customer Service with Request Management plugin (com.sn_cs_sm_request)

D. Activation of the Customer Service with Service Management plugin (com.sn_cs_sm)

정답: C

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

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