CIS-CSM practice questions 211–220

1. Question 211 · 257 in bank

   Select 4

   What are the types of matching criteria for Customer Service? (Choose four.)

   • AMatching Skills
   • BLast Assigned
   • CCertifications
   • DDistance
   • EAssigned Cases
   • FAvailability Today
   • GPartner Hours

   Show answer

   Answer: ABEF

   Explanation

   Answer: A. Matching Skills B. Last Assigned E. Assigned Cases F. Availability Today Explanation: matching criteria: - Availability Today - Matching Skills - Matching Skills - Mandatory Skills Support - Assigned Cases - Last Assigned Source: https://docs.servicenow.com/en-US/bundle/sandiego-customer-service-management/page/product/customer-service-management/concept/case-assignment-matching-criteria.html

   Source: Adapted from community discussion — sephereth

   References

   • docs.servicenow.com documentation

   Next question

2. Question 212 · 257 in bank

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

   • APartner
   • BAccount
   • CContact
   • DConsumer

   Show answer

   Answer: A

   Explanation

   A is the correct answer A partner is a supported external customer that, in turn, sells to and supports one or more customers.

   Source: Adapted from community discussion — NokoNice

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3. Question 213 · 257 in bank

   Customer Service Trending Topics is a capability that enables companies to use Predictive Intelligence to quickly pinpoint factors driving up case volume and act to mitigate them. Which of the following would be a benefit of using Predictive Intelligence Customer Service Trending Topics?

   • AEliminate the need for more traditional performance analytics
   • BAuto-generate clusters of cases that point to similar underlying issues
   • CCreate root cause solutions for similar cases
   • DA guaranteed reduction in call volume per month

   Show answer

   Answer: B

   References

   • docs.servicenow.com documentation

   Next question

4. Question 214 · 257 in bank

   Select 3

   Which ServiceNow applications can be integrated out-of-the-box with CSM? (Choose three.)

   • AService Portfolio Management
   • BProject Management
   • CDevOps
   • DRisk Management
   • EITOM Event Management

   Show answer

   Answer: ABE

   Explanation

   Answer: A. Service Portfolio Management B. Project Management E. ITOM Event Management Explanation: Customer Service Management provides integrations with the following applications: - Request, Incident, Problem, and Change Management - Service Portfolio Management (a) - Continual Improvement Management - Field Service Management - ITOM Event Management (c) - Customer Project Management (b) - Financial Management - Adobe Experience Manager - Computer Telephony Integration (CTI) - Microsoft Outlook - Process Optimization - Safe Workplace applications, such as Employee Health Screening - Consumer messaging apps, including WhatsApp, Google Business Messages, and - Facebook Messenger Source: https://docs.servicenow.com/en-US/bundle/utah-customer-service-management/page/product/customer-service-management/concept/integrate-csm-other-applics.html

   Source: Adapted from community discussion — sephereth

   References

   • docs.servicenow.com documentation

   Next question

5. Question 215 · 257 in bank

   Select 3

   Which of the following are benefits that may be gained from using communities? (Choose three.)

   • AReduce support costs
   • BEngagement with Customers
   • CGet product feedback
   • DReduce cost per sales
   • EIncrease marketing effectiveness

   Show answer

   Answer: ABC

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6. Question 216 · 257 in bank

   Which of the following is a condition for matching rules?

   • AAgent domain
   • BAssignment
   • CSwitching
   • DSpecific case attributes

   Show answer

   Answer: D

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7. Question 217 · 257 in bank

   What is a case?

   • AAn individual record that handles and resolves incidents for external customers
   • BAn individual record that is used to identify and create automation opportunities
   • CAn individual record that is used to identify and resolve a question or issue for an external customer
   • DAn individual record that handles and routes issues for internal users

   Show answer

   Answer: C

   References

   • docs.servicenow.com documentation

   Next question

8. Question 218 · 257 in bank

   External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:

   • AWebDAV-versioned
   • BWeb-configurable
   • CWebDAV-compliant
   • DWeb-based

   Show answer

   Answer: C

   Explanation

   Answer: C. WebDAV-compliant Explanation: "External content integration enables acquiring and searching all WebDAV-compliant source content from a single location." Source: https://docs.servicenow.com/bundle/utah-servicenow-platform/page/product/knowledge-management/concept/knowledge-external-content-integration.html

   Source: Adapted from community discussion — sephereth

   References

   • docs.servicenow.com documentation

   Next question

9. Question 219 · 257 in bank

   Select 2

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

   • APartner-to-customer
   • BAccount-to-customer
   • CAccount-to-account
   • DCustomer-to-Consumer
   • EPartner-to-account

   Show answer

   Answer: CE

   Explanation

   Answer: C. Account-to-account E. Partner-to-account Explanation: account to relatinoship form fields states: - Account from: "If you are creating the relationship from an account or partner record, this field is automatically filled in" which translates to partner-to-account (e.) - Account to: "he target account for this relationship." which translates to Account-to-account (c.) However, i am not entirely sure if this is correct ¯\_(ツ)_/¯ Source: https://docs.servicenow.com/en-US/bundle/utah-customer-service-management/page/product/customer-service-management/task/t_CreateAcctRelationshipRecord.html

   Source: Adapted from community discussion — sephereth

   References

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

   Next question

10. Question 220 · 257 in bank

    Which knowledge records can be configured with User Criteria?

    • AKnowledge Base
    • BKnowledge Base and Category
    • CKnowledge Base, Category and Article
    • DKnowledge Base and Article

    Show answer

    Answer: D

    References

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

    Next question

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CIS-CSM practice, question 211. 257 questions available.