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

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Total 257 questions

If the CSM Demo Data Plugin has been installed what are two options either of which will prepare that instance

to be used as part of the release path to production? (Choose two.)

A.

Zboot the instance

B.

Disable the Case Interceptor

C.

Remove the Demo Data via a HI Request

D.

Clone back to this instance from a valid instance

Who can create a customer service case from a community discussion? (Choose two.)

A.

Customer service agent (sn_customerservice_agent)

B.

Proxy case creator (sn_customerservice.proxy_case_creator)

C.

Partner (sn_customerservice.partner)

D.

Case Viewer (sn_customerservice.case_viewer)

Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)

A.

Knowledge articles

B.

Service catalog

C.

Communities

D.

Consumer service portal

E.

Customer service portal

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.

Knowledge Product Entitlements

B.

Data Policy

C.

ACL

D.

User Criteria

From which one of the following can an agent create a CSM Case:

A.

Human Resource Application

B.

Incident Management

C.

Chat

D.

Special Handling Note

Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

A.

Manage cases on behalf of customer service agents

B.

Create cases on behalf of customers

C.

Manage requests on behalf of customer service agents

D.

Create requests on behalf of customers

E.

Manage major incident communication on behalf of a customer service manager

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

Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)

A.

Special handing notes

B.

Lookup and verify

C.

Related search

D.

Agent assist

Which table does the Account (customer_account) table extend?

A.

Company (core company)

B.

Business Location (sn_csm_business_location)

C.

Service Organization (sn_customer_service_organization)

D.

Customer (sn_customer_service__customer)

What’s the purpose of the Deactivate Special Handling Notes Scheduled Job?

A.

Runs at the end of the month and deactivates all Special Handling notes more than 30 days old

B.

Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by the end of the week

C.

Runs on demand by the System Admin who must set specific weekly schedules and set only those that are priority 1-critical to be deactivated

D.

Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates