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CSM Exam Answers Latest Updated 2024
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Exam of 5 pages for the course Certified Scrum Master at Certified Scrum Master (CSM Exam Answers)
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CSM Exam AnswersWhat are the recommended guidelines for a customer during the scoping of data
migration for a CSM project?
Choose 3 answers - answer1. Historic data does not need to be in SN
2. Recommend only current data for phase 1
3. Ensure SOW is specific in scope & detail
On the Customer Service Portal, which personas can see work orders from their
company hierarchy?
Choose 2 answers - answer1. Customer admin
2. Partner admin
Which routing and assignment features leverage matching rules?
Choose 2 answers - answer1. Assignment workbench
2. Assignment rules
What is used by Major Issue Management to create child cases for a major case? -
answer Recipient lists
Which role is required to approve new customer contacts that self register on the
Customer Service Portal? - answerCustomer Administrator
Which Communities personas can create a case from a community discussion?
Choose 2 answers - answer1. Community admin
2. Community moderator
Service-aware Install Base consists of which entities?
Choose 3 answers: - answer1. Installed products
2. Sold products
3. Install base items
What factors may influence the type of communication channels you implement for your
customer?
Choose 2 answers: - answer1. How many agents required
2. How will customers contact the support desk?
During which Now Create stage are workshops conducted? - answerPlan
Which role must be assigned to employees to request support for themselves? -
answerProxy contact
, Which routing and assignment features leverage matching rules? - answer1.
Assignment rules
2. Assignment workbench
With contributor user roles, companies can engage what types of users? -
answerInternal AND external
What does the Third-party data integration for Agent Workspace for CSM enable? -
answerAgents can view read-only data from multiple third-party applications on forms
and lists in Agent Workspace
Which ore-integrated chat conversation experiences are available for consumers and
customer contacts?
Choose 2 answers: - answer1. WhatsApp
2. LINE
What benefits can be gained by using the Customer Central feature in CSM Agent
Workspace?
Choose 3 answers: - answer1. Enable agents to engage with empathy
2. Enable agents to focus on the customer issue
3. Improved visualization of customer info for agents
Agents and managers cannot create knowledge articles from Community questions. -
answerFalse
From what places in SN can an agent create a case?
(Choose three) - answer1. Application
2. Account
3. Chat
What are the conditions that matching rules are based on?
(Choose two) - answer1. Agent resources best suited to work the Case
2. Case attributes
Matching rules enhance assignment capability by - answerMatching best agent by
availability
Which of the following are true regarding integrating a ServiceNow Knowledge base
with external content?
(Choose two) - answer1. Imported articles appear as attachments
2. Only apps that allow WebDAV can be integrated
Users with the sn_customerservice.proxy_contact role can do which of the following?
(Choose two) - answer1. Create Cases on behalf of customers
2. Create Requests on behalf of Customers
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