CIS-CSM practice questions 121–130

1. Question 121 · 257 in bank

   What is the most efficient way to get cases to be dosed automatically after a few days?

   • ASet the property glide.auto.close.cases resolved to true
   • BCreate a workflow associated with cases with a timer that changes the state after a few days
   • CCreate a Scheduled job that looks at the resolved_at date
   • DActivate the Auto Close Resolved Cases flow

   Show answer

   Answer: D

   Explanation

   Answer: D. Activate the Auto Close Resolved Cases flow Explanation: Auto Close Resolved Cases Flow Designer flow closes the case, however, "This flow is not active by default." source: https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/auto-close-customer-service-case.html

   Source: Adapted from community discussion — sephereth

   References

   • docs.servicenow.com documentation

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2. Question 122 · 257 in bank

   Select 2

   Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)

   • ACustomer service manager (sn_customerservice_manager)
   • BCustomer service agent (sn_customerservice_agent)
   • CCustomer administrator (sn_customerservice.customer_admin)
   • DPartner (sn_customerservice.partner)

   Show answer

   Answer: AB

   References

   • docs.servicenow.com documentation
   • docs.servicenow.com documentation

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3. Question 123 · 257 in bank

   An account is a supported external customer and a contact is a user who is an employee of an account. How many accounts can a contact be associated with?

   • AOne
   • BTwo
   • CThree
   • DMultiple

   Show answer

   Answer: A

   References

   • docs.servicenow.com documentation

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4. Question 124 · 257 in bank

   What are the characteristics of Knowledge Categories?

   • AShareable across KBs: Yes ; Multi-Level: No
   • BShareable across KBs: No ; Multi-Level: Yes
   • CShareable across KBs: No ; Multi-Level: No
   • DShareable across KBs: Yes ; Multi-Level: Yes

   Show answer

   Answer: B

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5. Question 125 · 257 in bank

   Select 3

   A contact can submit a self-registration request from the customer portal with a registration code. Which of the following roles can approve the request? (Choose three.)

   • ACustomer service manager (sn_customerservice_manager)
   • BSystem administrator (admin)
   • CCustomer administrator (sn_customerservice.customer_admin)
   • DPartner administrator [sn_customerservice.partner_admon]
   • EService organization administrator (sn_customerservice.service_organization_admin)

   Show answer

   Answer: BCD

   References

   • docs.servicenow.com documentation

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6. Question 126 · 257 in bank

   Select 2

   What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)

   • AReduces agent workload
   • BReduces monthly case volume
   • CWork orders can be created from a case
   • DCustomer can access work order details and tasks created for their case

   Show answer

   Answer: CD

   References

   • docs.servicenow.com documentation

   Next question

7. Question 127 · 257 in bank

   Guided decisions is a decision authoring and execution capability that dynamically guides agents to resolve complex cases. Guided decisions consist of decision trees. What is a decision tree?

   • AA step-by-step methodology for creating and solving different case types
   • BA detailed check list for customer service teams
   • CA multi-step process consisting of a series of questions answers, and guidance
   • DA set of steps used to define a complex process

   Show answer

   Answer: C

   References

   • docs.servicenow.com documentation
   • docs.servicenow.com documentation
   • docs.servicenow.com documentation
   • docs.servicenow.com documentation

   Next question

8. Question 128 · 257 in bank

   In the 'Action Status' column on a case list, what could a blue indicator dot mean?

   • ANeeds attention
   • BBlocked internally
   • CBlocked externally
   • DWork in progress

   Show answer

   Answer: A

   References

   • docs.servicenow.com documentation
   • docs.servicenow.com documentation

   Next question

9. Question 129 · 257 in bank

   Select 4

   Customer service personnel who are allocated the customer service agent (sn_customerservice_agent) role are responsible for which of the following tasks? (Choose four.)

   • AAssist customers with questions, issues and problems
   • BCreate cases
   • CPropose major cases
   • DView, edit, and work on cases
   • EApprove customer contacts
   • FManage customer entitlements

   Show answer

   Answer: ABCD

   References

   • docs.servicenow.com documentation
   • docs.servicenow.com documentation

   Next question

10. Question 130 · 257 in bank

    The ServiceNow add-in for Microsoft Outlook enables you to manage workflows such as creating and updating contacts and cases from within Microsoft Outlook. How could this feature positively affect customer experience?

    • AAs email is being used fewer agents would be required to create cases so service costs would go down
    • BIt is easier to report on data in emails which means managers would be better placed to track performance
    • CIt can lead to taster resolution of customer issues and faster response to customer inquiries
    • DIt would guarantee less wait time for customers who chose to call the customer service center

    Show answer

    Answer: C

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CIS-CSM practice, question 121. 257 questions available.