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NEW QUESTION # 36
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?
- A. Auto-generate clusters of cases that point to similar underlying issues
- B. A guaranteed reduction in call volume per month
- C. Eliminate the need for more traditional performance analytics
- D. Create root cause solutions for similar cases
Answer: A
Explanation:
https://evantage.gilmoreglobal.com/reader/books/SN-CSMI-T010-PG-E/pageid/156
NEW QUESTION # 37
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
- A. Web
- B. Chat
- C. Social
- D. Email
Answer: A,D
NEW QUESTION # 38
Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)
- A. Agent assist
- B. Lookup and verify
- C. Special handing notes
- D. Related search
Answer: A,B
NEW QUESTION # 39
Major Issue Management uses which one of the following capabilities?
- A. Record producers
- B. Targeted Communications
- C. Asset management
- D. Governance Risk and Control
Answer: B
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/major-issue-management.html
NEW QUESTION # 40
Advanced Work Assignment assigns work to agents based on their availability, capacity, and skills. Agent Affinity enhances the Advanced Work Assignment process by adding additional agent details organized by affinity type. Which of these are these affinity types?
Choose 3 answers
- A. Related task
- B. Product expertise
- C. Skill seniority
- D. Account team responsibility
- E. Historical
Answer: A,D,E
Explanation:
https://evantage.gilmoreglobal.com/reader/books/SN-CSMI-T010-PG-E/pageid/128
NEW QUESTION # 41
Once a major case candidate is approved a major case is created. What then happens to the customer case?
- A. The customer case will be automatically closed
- B. The customer case will automatically be related to a problem
- C. The customer case becomes a child case of the major case
- D. The customer case becomes the parent case of the major case
Answer: D
NEW QUESTION # 42
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
- A. False
- B. True
Answer: B
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_RolesInstalledWithCustomerService.html
NEW QUESTION # 43
Entitlements are counted using two types of units:
- A. Days and assets
- B. SLAs and contracts
- C. Cases and products
- D. Hours and cases
Answer: D
NEW QUESTION # 44
When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?
- A. Allows access to multi-product line knowledge articles
- B. Allows access to knowledge articles that are related to entitlements owned by a customer
- C. Allows access to knowledge articles based on customer's security access
- D. Allows access to knowledge articles that are related to products owned by a customer
Answer: D
NEW QUESTION # 45
Which one is NOT a dependency for the Customer Service Plugin?
- A. Communities
- B. Skills Management
- C. Task Activities
- D. Openframe
Answer: A
NEW QUESTION # 46
Proactive Customer Service Operations works Event Management to proactively monitor and fix issues affecting customers. It can also trigger case workflow's and enable organizations to notify customers whose services or products are impacted by an outage or issue. What are the three main components that make up Proactive Customer Service Operations? (Choose three.)
- A. Service Monitoring
- B. Service Reporting
- C. Proactive Case Most Voted
- D. Service-Aware Install Base Most Voted
- E. Service-Aware CMDB
- F. Proactive Prevention
Answer: A,C,D
NEW QUESTION # 47
Access to a Knowledge base or Article can be restricted based on a customer's assets and the product models using which of the following? (Choose two.)
- A. Data Policy
- B. Knowledge Product Entitlements
- C. ACL
- D. User Criteria
Answer: B
NEW QUESTION # 48
If only one user reports a content for moderation, the content will be hidden.
- A. False
- B. True
Answer: A
Explanation:
Explanation
NEW QUESTION # 49
What should be part of the pre-engagement collateral?
- A. Customer Service roles template
- B. Frequently Asked Questions (FAQ)
- C. Stock Keeping Unit (SKU) and pricing sheet
- D. Scoping Guide
Answer: A
NEW QUESTION # 50
From what places in SN can an agent create a case? (Choose three.)
- A. Contact
- B. Customer Service Application
- C. Chat
- D. Account
Answer: A,B,D
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_CustomerServiceCaseForm.html
NEW QUESTION # 51
Articles can provide the following: (Choose three.)
- A. Document current and known issues
- B. Information about customer's service contract
- C. Provide answers and responses to common issues or questions
- D. Share product information
Answer: A,C,D
Explanation:
Explanation
NEW QUESTION # 52
How are ServiceNow's out-of-the-box Customer Service Management applications packaged? (Choose two.)
- A. Store Apps
- B. Plugins
- C. Update Sets
- D. Through private scopes
Answer: A,B
NEW QUESTION # 53
What one of the following is optional when creating a Catalog workflow?
- A. Publishing the workflow
- B. Defining workflow activities
- C. Approving the workflow
- D. Managing workflow versions
Answer: D
Explanation:
Explanation
NEW QUESTION # 54
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.
- A. False
- B. True
Answer: B
NEW QUESTION # 55
Regarding Account Teams, what is the purpose of marking a role as 'unique'?
- A. Prevent the same role being used on different customer accounts
- B. The role then becomes a child responsibility
- C. Ensure there is a dedicated account manager for that account
- D. The role then becomes a parent responsibility
Answer: B
Explanation:
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/t_CreateAResponsibilityDefinition.html
NEW QUESTION # 56
Which of the following roles can update a consumer's record? (Choose two.)
- A. Customer (sn_customerservice.customer)
- B. Customer Service Manager (sn_customerservice_manager)
- C. Consumer Support Agent {sn_customerservice.consumer_agent)
- D. Customer Service Agent (sn_customerservice_agent)
Answer: A,C
NEW QUESTION # 57
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Updated CIS-CSM Certification Exam Sample Questions: https://realpdf.free4torrent.com/CIS-CSM-valid-dumps-torrent.html