CIS-CSM practice questions 181–190

1. Question 181 · 257 in bank

   Select 3

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

   • ACommunity
   • BKnowledge Base
   • COpen An Incident
   • DService Catalog

   Show answer

   Answer: ABD

   Explanation

   ABD is correct. A customer self-service portal is designed to function as an easy-to-access resource for leads and customers. It generally includes knowledge-base articles, FAQs, chat services, tutorials, community forums, and other relevant options for finding solutions. The customer self-service portal is usually hosted on the company’s website and is available 24/7. Customer self-service empowers clients and potential clients with quick resolutions to common first- and second-tier issues.

   Source: Adapted from community discussion — NokoNice

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2. Question 182 · 257 in bank

   Select 2

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

   • AContacts
   • BWeb
   • CChat
   • DArticle

   Show answer

   Answer: BC

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3. Question 183 · 257 in bank

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

   • AOpen an incident
   • BViewing knowledge articles
   • CLive chat
   • DConsumer self-registration

   Show answer

   Answer: A

   Explanation

   In the fundamentals course there is a lab where you are required to used the consumer's self registration. Therefore, A is the correct answer.

   Source: Adapted from community discussion — Ramonf98

   References

   • docs.servicenow.com documentation

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4. Question 184 · 257 in bank

   Select 2

   The Customer Support Portal default configuration provides the following channels to interact with customers? (Choose two.)

   • AWeb
   • BSocial
   • CChat
   • DEmail

   Show answer

   Answer: CD

   Explanation

   Omnichannels for communicating with customers: Chat channel From the Customer Service Portal and Consumer Service Portal, customers can start a chat with a virtual or live agent for help. Email channel With an email channel, customers can send emails to create new cases and update current cases. They can also receive email updates from customer service agents as cases progress. Phone channel External customers can reach out to customer service agents by phone. The Customer Service Management application uses both Computer Telephony Integration (CTI) and OpenFrame to provide phone support for customers.

   Source: Adapted from community discussion — 123Destiny

   References

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

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5. Question 185 · 257 in bank

   Matching rules enhance assignment capability by ____________________.

   • AMatching best agent by availability
   • BProviding dynamic matching of cases to groups or individuals
   • CDetermining if account is a customer or partner
   • DMatching best agent by skill

   Show answer

   Answer: A

   Explanation

   If you open 'Availability Today' and 'Matching Skills' criteria, description suggest 'Availability based on the schedule, overlap timezone and current time..' and 'Availability based on the skill.' and also script mentioned 'This scripted dimension will return list of agents with the availbility data as below '. So answer is A) Matching best agent by availability

   Source: Adapted from community discussion — jk0079

   References

   • docs.servicenow.com documentation

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6. Question 186 · 257 in bank

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

   

   This is an interactive task on the real exam — a drag-and-drop, hotspot or ordering question. There is nothing to select here, so the answer is shown below for reference.

   Show the answer figure

   Answer: See figure below

   References

   • docs.servicenow.com documentation

   

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7. Question 187 · 257 in bank

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

   • ATrue
   • BFalse

   Show answer

   Answer: B

   Explanation

   Answer: B. False Explanation: - Licensed for the Customer Service Management application - licensed for HR Service Delivery Source: https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-communities/task/activate-communities.html

   Source: Adapted from community discussion — sephereth

   References

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

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8. Question 188 · 257 in bank

   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.

   • AB2C
   • BB2B

   Show answer

   Answer: A

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9. Question 189 · 257 in bank

   Select 2

   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.)

   • AZboot the instance
   • BDisable the Case Interceptor
   • CRemove the Demo Data via a HI Request
   • DClone back to this instance from a valid instance

   Show answer

   Answer: CD

   Explanation

   Answer: C. Remove the Demo Data via a HI Request D. Clone back to this instance from a valid instance Explanation: A. will work, but its kinda like blowing up the planet to kill a fly.... B. as about helpful as an air conditioner on the planet hoth, so C and D is more logical... or you could identify the demo records and then delete those... high risk low reward....

   Source: Adapted from community discussion — sephereth

   References

   • docs.servicenow.com documentation

   Next question

10. Question 190 · 257 in bank

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

    • AWhen a new customer is created
    • BWhen an internal problem occurs
    • CWhen a customer has a question or issue to resolve
    • DWhen we have new marketing material for a customer

    Show answer

    Answer: C

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CIS-CSM practice, question 181. 257 questions available.