CIS-CSM practice questions 31–40

1. Question 31 · 257 in bank

   Select 2

   Viewing a customer’s install base in the CSM Workspaces enables customer service agents to: (Choose two.)

   • AClose an upsell of related products and services not yet purchased by a customer
   • BSee the detailed configurations of the products and services deployed for a customer to determine the action needed
   • CTrace Information provided in a case to the right product or service to which it relates
   • DMonitor related operational services and configuration items that affect service health

   Show answer

   Answer: BC

   Explanation

   AD is the correct answer CSM Fundamental. The service-aware install base enables organizations to: 1. Model complex products and services with components. 2. Quickly identify products sold and installed. 3. Track related operational services and configuration items that affect service health. 4. View products not yet purchased or deployed by customers.

   Source: Adapted from community discussion — NokoNice

   References

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

   Next question

2. Question 32 · 257 in bank

   Select 2

   Benefits of Proactive Customer Service Operations include: (Choose two.)

   • AReduced inbound calls from customers
   • BReduction in staff turnover
   • CMajor cases can be eliminated as there will be no Impact to customers
   • DReduced Mean Time To Resolve (MTTR)
   • EGuaranteed increase in customer satisfaction

   Show answer

   Answer: AD

   Explanation

   Explanation: "You can also associate outage information to a case to keep your customers informed about the impact of the outage and the status of the resolution. It also gives customers visibility into planned service disruptions, enhancing transparency and reducing the number of customer-reported cases." source: https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/proactive-service-operations.html

   Source: Adapted from community discussion — sephereth

   References

   • docs.servicenow.com documentation

   Next question

3. Question 33 · 257 in bank

   Select 3

   What features are included with the Customer Service Portal? (Choose three.)

   • AHeader with links for different customer activities such as creating a case
   • BSearch feature to get information from several repositories
   • CLinks to information sources such as the knowledge base, community and customer support
   • DLinks to marketing promotions and product coupons
   • EThe ability to create new accounts

   Show answer

   Answer: ABC

   References

   • docs.servicenow.com documentation

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4. Question 34 · 257 in bank

   What does NLU stand for?

   • ANatural-Learning Userability
   • BNatural-Language Understanding
   • CNatural-Learning URL
   • DNatural-Language URL

   Show answer

   Answer: B

   References

   • docs.servicenow.com documentation

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5. Question 35 · 257 in bank

   Select 3

   What should be emphasized when designing solutions? (Choose three.)

   • AMinimize customizations
   • BFocus Out-of-the-box functionality
   • CDesign for Scalability
   • DMobile friendly functionality

   Show answer

   Answer: ABC

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6. Question 36 · 257 in bank

   Out-of-the-box. cases are automatically closed after how many days?

   • A3 days
   • B5 days
   • C10 days
   • DCases are not automatically closed by default

   Show answer

   Answer: D

   Explanation

   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

   Next question

7. Question 37 · 257 in bank

   When are any changes to the platform considered a customization?

   • AWhen they require an implementation spread across all project phases
   • BIf they are NOT applied through the usage of built-in tools on the Now Platform
   • CWhen they are solely implemented for a custom application
   • DWhen there are business demands for custom functionality that is not offered out-of-the-box

   Show answer

   Answer: D

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8. Question 38 · 257 in bank

   Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?

   • AService Analytics
   • BIn-form Analytics
   • CCase Spotlight
   • DCSM Prediction Results

   Show answer

   Answer: B

   References

   • docs.servicenow.com documentation

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9. Question 39 · 257 in bank

   Select 2

   The case digests feature includes which types of case communication? (Choose two.)

   • ACase Lifecycle Reports
   • BCase Action Summaries
   • CPost Case Reviews
   • DCase Post Mortem

   Show answer

   Answer: BC

   Explanation

   Explanation: The case digests feature includes two types of case communication: - Case Action Summary: while a case is in progress, agents can send periodic case updates that describe actions taken, next steps, and other case-related information. - Post case review: when the work on a case has been completed, agents can a post case review document that captures details about the issue, such as the root cause, mitigation plan, and preventive actions. Source: https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/task/configure-case-digests.html

   Source: Adapted from community discussion — sephereth

   References

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

   Next question

10. Question 40 · 257 in bank

    Select 3

    By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)

    • AAssets
    • BPublications
    • CProducts
    • DContacts
    • EContracts

    Show answer

    Answer: ABC

    References

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

    Next question

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CIS-CSM practice, question 31. 257 questions available.