Boost Your Preparation with CIS-CSM Dumps (V15.02): Check the Quality By Reading the CIS-CSM Free Dumps (Part 2, Q41-Q80)

1. HOTSPOT

Match the definitions for roles relationships.

2. Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)

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

4. How many active OpenFrame configurations can you have on an instance?

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

6. Which are the key self-service functions of the Customer Support Portal? (Choose three.)

7. Which of the following are channels? (Choose two.)

8. Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?

9. The Customer Support Portal default configuration provides the following channels to interact with

customers? (Choose two.)

10. HOTSPOT

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

11. The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.

12. 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.

13. 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.)

14. What criteria can be used to determine when a new inbound case should be opened?

15. From a service provider’s perspective, is the following a product or an asset?

A cable modem model that the service provider sells.

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

17. Which of the following are best practice with regard to data imports? (Choose two.)

18. Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

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

From a chat, agents can:

20. _____________________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.

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

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

23. True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.

24. ________________ is a role for managing all of the cases in an account and any related child accounts.

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

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

27. Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?

28. During which Now Create stage are workshops conducted?

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

30. What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)

31. What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?

32. When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?

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

34. What does the Agent Whisper function do?

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

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

37. Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual

side panel without switching tabs?

38. With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?

39. The self-registration feature enables new customer contacts to submit registration requests from the customer portal.

Which role is responsible for creating the unique registration code for each account?

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