ServiceNow CIS-CSM Dumps V10.03: Your Ultimate Preparation Tool

1. Configure chat for Agent Workspace so that agents can interact with their customers.

From a chat, agents can: Options are:

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

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

4. What does the Agent Whisper function do?

5. Predictive Intelligence improves triage quality by eliminating the guesswork.

Predictive Intelligence supports which of the following decisions? (Choose two.)

6. Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.

7. Entitlements specify the level of service provided to customers.

8. 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.)

9. 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?

10. What are common types of application record data that are imported during a CSM data migration? (Choose two.)

11. Read the use case below to determine if the customer service relationship is B2B or B2C.

Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage is local to the customer and scheduled a technician to Mary’s house.

12. If only one user reports a content for moderation, the content will be hidden.

13. Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer.

Which of the following statements is correct for CIs and assets?

14. Which of the following roles cannot update a consumer’s record?

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

16. HOTSPOT

Match the definitions for roles relationships.

17. What is the purpose of the Guided Decisions capability?

18. From a security perspective, scoping brings several benefits: (Choose two.)

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

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

21. What one of the following is optional when creating a Catalog workflow?

22. In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)

23. Which application must be activated to enable customers to check in on-line for future appointments?

24. In the Customer Service Management space what defines the term asset?

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

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

27. How many outbound email accounts are supported in Customer Service Management?

28. HOTSPOT

Match the business rule to its function in the Self-Service Portal.

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

30. What are the Forum User Types? (Choose three.)

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

32. Partner admin contacts have access to the data of both their partner accounts and customer accounts.

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

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

35. Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?