Best Preparations of CIS-CSM Exam 2023 CIS-Customer Service Management Unlimited 103 Questions
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NEW QUESTION 25
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)
- A. Languages spoken by agents
- B. Knowledge and skills required for agents
- C. Number of customer service portals used
- D. Number of agents required
- E. Geographical location of customer
- F. Number and type of support tools available
Answer: A,B,D,F
NEW QUESTION 26
Major Issue Management uses which one of the following capabilities?
- A. Record producers
- B. Targeted Communications
- C. Asset management
- D. Governance Risk and Control
Answer: B
NEW QUESTION 27
Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? (Choose three.)
- A. Agent History
- B. Assigned Cases
- C. Matching Skills
- D. Agent Affinity
- E. Availability Today
Answer: B,C,E
NEW QUESTION 28
Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)
- A. Partner Service
- B. Product Service
- C. Customer Service
- D. Consumer Service
Answer: A,C
NEW QUESTION 29
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
- A. True
- B. False
Answer: A
NEW QUESTION 30
What are common types of application record data that are imported during a CSM data migration? (Choose two.)
- A. Case
- B. Accounts
- C. Chat
- D. Knowledge Article
Answer: A,B
NEW QUESTION 31
Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)
- A. Escalate a case on the add-m panel of Outlook
- B. As the Microsoft Outlook user, register yourself as self-contributor
- C. Register the sender of an email as contact
- D. Create cases using email content in Outlook for the customer contact
Answer: A,B
NEW QUESTION 32
How many outbound email accounts are supported in Customer Service Management?
- A. Unlimited
- B. Two
- C. One per business service
- D. One
Answer: D
NEW QUESTION 33
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.
- A. True
- B. False
Answer: A
NEW QUESTION 34
Information in the Case Field 'Contact' is copied to which Incident Field?
- A. Caller
- B. Contact
- C. Customer
- D. User
Answer: B
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/csm-integration-sm-incident.html
NEW QUESTION 35
Information about a customer's service contract is found in Knowledge.
- A. False
- B. True
Answer: A
Explanation:
Reference:
customer-service-management/concept/c_ContractsAndEntitlements.html
NEW QUESTION 36
Agents and managers cannot create knowledge articles from Community questions.
- A. False
- B. True
Answer: A
Explanation:
Explanation
The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit, and retire knowledge articles that they are associated with.
NEW QUESTION 37
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
- A. Community
- B. Open An Incident
- C. Service Catalog
- D. Knowledge Base
Answer: A,C,D
NEW QUESTION 38
What should be part of the pre-engagement collateral?
- A. Frequently Asked Questions (FAQ)
- B. Scoping Guide
- C. Customer Service roles template
- D. Stock Keeping Unit (SKU) and pricing sheet
Answer: B
NEW QUESTION 39
What are the conditions that matching rules are based on? (Choose two.)
- A. Agent resources best suited to work on a case
- B. Filters set up in advanced work assignment
- C. Specific case attributes
- D. Specific routing rules
Answer: A,C
NEW QUESTION 40
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
- A. True
- B. False
Answer: A
NEW QUESTION 41
In the Customer Service Management space, what does the term asset management mean?
- A. A set of business activities and processes used to track assets
- B. Tracking products or services customers are using
- C. Tables in the Asset application
- D. Financial, contractual and inventory information of assets
Answer: D
Explanation:
Explanation
NEW QUESTION 42
In the Customer Service Management space, what does the term asset management mean?
- A. A set of business activities and processes used to track assets
- B. Tracking products or services customers are using
- C. Tables in the Asset application
- D. Financial, contractual and inventory information of assets
Answer: D
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/asset- management/concept/c_AssetManagement.html
NEW QUESTION 43
Matching rules enhance assignment capability by ____________________.
- A. Matching best agent by availability
- B. Matching best agent by skill
- C. Determining if account is a customer or partner
- D. Providing dynamic matching of cases to groups or individuals
Answer: A
Explanation:
Explanation
NEW QUESTION 44
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