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

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Page: 6 / 8
Total 257 questions

What functionality is required to automatically close resolved cases if customers do not respond within a specified time?

A.

Auto Close Resolved Cases Workflow

B.

Auto Close Resolved Cases Flow Designer Flow

C.

Auto Close Resolved Cases Business Rule

D.

Auto Close Resolved Cases Scheduled Job

Which roles are considered external?

Choose 2 answers

A.

Partner Admin (sn_customerservice. partner_admin)

B.

Customer Admin (sn_cuslomerservlce.customet_admin)

C.

Customer Service Agent (sn_customerservice_agent)

D.

Consumer Support Agent (sn_customerservice.consumer_agent)

Information in the Case Field ‘Contact’ is copied to which Incident Field?

A.

Contact

B.

User

C.

Customer

D.

Caller

An Account Relationship is based on a defined account relationship type. Users with the System Administrator role can define two types of relationships:

Choose 2 answers

A.

Partner-to-customer

B.

Customer-to-Consumer

C.

Account-to-account

D.

Partner-to-account

E.

Account-to-customer

What is required to synchronize fields from a parent to a child case(s)?

A.

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

B.

Major Issue Management needs to be installed and certain properties enabled

C.

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

D.

The role of sn_customerservice.customer_case_manager must be assigned

What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?

A.

Selecting all the groups

B.

Selecting none of the groups

C.

Missing configuration

D.

Misconfigured

What is a supported external customer that, in turn, sells to and supports one or more customers?

A.

Partner

B.

Account

C.

Contact

D.

Consumer

What are the characteristics of Knowledge Categories?

A.

Shareable across KBs: Yes ; Multi-Level: No

B.

Shareable across KBs: No ; Multi-Level: Yes

C.

Shareable across KBs: No ; Multi-Level: No

D.

Shareable across KBs: Yes ; Multi-Level: Yes

Which of the following roles can update a consumer's record? (Choose two.)

A.

Consumer Support Agent {sn_customerservice.consumer_agent)

B.

Customer Service Manager (sn_customerservice_manager)

C.

Customer Service Agent (sn_customerservice_agent)

D.

Customer (sn_customerservice.customer)

On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)

A.

Partner admin

B.

Partner contact

C.

Customer admin

D.

Customer contact