CIS CSM QUESTIONS AND ANSWERS 100% CORRECT
Agents and managers cannot create knowledge articles from Community questions.
A. True
B. False
B. False
Information about a customer's service contract is found in Knowledge.
A. False
B. True
A. False
From what places in SN can an age...
agents and managers cannot create knowledge articl
from what places in sn can an agent create a case
what are the conditions that matching rules are ba
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CIS CSM QUESTIONS AND ANSWERS
100% CORRECT
Agents and managers cannot create knowledge articles from Community questions.
A. True
B. False - answerB. False
Information about a customer's service contract is found in Knowledge.
A. False
B. True - answerA. False
From what places in SN can an agent create a case? (Choose three.)
A. Customer Service Application
B. Contact
C. Account
D. Chat - answerB. Contact
C. Account
D. Chat
What are the conditions that matching rules are based on? (Choose two.)
A. Agent resources best suited to work on a case
B. Specific routing rules
C. Filters set up in advanced work assignment
D. Specific case attributes - answerA. Agent resources best suited to work on a case
D. Specific case attributes
Matching rules enhance assignment capability by ____________________.
A. Matching best agent by availability
B. Providing dynamic matching of cases to groups or individuals
C. Determining if account is a customer or partner
D. Matching best agent by skill - answerA. Matching best agent by availability
Special Handling Notes can apply to which one of the following based on specific
attributes?
A. Domain
B. Contact
C. Holiday
D. VIP - answerB. Contact
Predictive Intelligence improves Case management by:
A. Predicting what values should have gone into empty fields in historical records
,B. Reducing the number of records needed to accurately predict a value
C. Replacing legacy routing rules
D. Predicting Case values without manual intervention - answerD. Predicting Case
values without manual intervention
Which of the following is a condition for matching rules?
A. Agent domain
B. Assignment
C. Switching
D. Specific case attributes - answerD. Specific case attributes
What do blue circles in the timeline of a case form represent?
A. Note
B. State
C. Activity
D. Comment - answerB. State
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive
Intelligence
supports which of the following decisions? (Choose two.)
A. Case Escalation
B. Case State
C. Case Categorization
D. Case Prioritization - answerC. Case Categorization
D. Case Prioritization
Which Business Rules are part of the Customer Service Management baseline
configuration?
(Choose two.)
A. Apply Role by Customer
B. Auto Assessment
C. Change Update to Close
D. Update Case Entitlement - answerB. Auto Assessment
D. Update Case Entitlement
What are the Critical Success Factors that are related to CSM Suite Implementations?
(Choose four.)
A. Define the Business Pain Points
B. Provide consistent service to customers
C. Have a clear understanding of the use cases
D. Define the number of hours needed to develop the associated requirements
E. Implementation is only as good as the underlying process - answerA. Define the
Business Pain Points
C. Have a clear understanding of the use cases
D. Define the number of hours needed to develop the associated requirements
E. Implementation is only as good as the underlying process
,What should be emphasized when designing solutions? (Choose three.)
A. Minimize customizations
B. Focus Out-of-the-box functionality
C. Design for Scalability
D. Mobile friendly functionality - answerA. Minimize customizations
B. Focus Out-of-the-box functionality
C. Design for Scalability
What role does the Engagement Manager play before the Workshop? (Choose two.)
A. Project Manager
B. Acts as intermediary
C. Provides answers to technical problems
D. Assists with technical requirements - answerA. Project Manager
D. Assists with technical requirements
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 - answerC. Customer Service roles
template
Articles can provide the following: (Choose three.)
A. Document current and known issues
B. Provide answers and responses to common issues or questions
C. Information about customer's service contract
D. Share product information - answerA. Document current and known issues
B. Provide answers and responses to common issues or questions
D. Share product information
Contextual Search framework is used for providing Knowledge search results in which
of these
scenarios?
A. Entering question in portal only
B. Record Producer only
C. Both portal question entry and Record Producer
D. None of the above - answerB. Record Producer only
Which of the following are true regarding integrating a ServiceNow Knowledge base
with external
content?
(Choose two.)
A. Imported external articles appear as attachments in ServiceNow
B. Only applications that allow WebDAV connections can be integrated
C. The imported article will have the same category it had in the source knowledge base
, D. SharePoint blocks this integration - answerA. Imported external articles appear as
attachments in ServiceNow
B. Only applications that allow WebDAV connections can be integrated
Access to a Knowledge base or Article can be restricted based on a customer's assets
and the product
models using which of the following? (Choose two.)
A. Knowledge Product Entitlements
B. Data Policy
C. ACL
D. User Criteria - answerA. Knowledge Product Entitlements
D. User Criteria
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
A. Reduces call volume
B. Makes it easier for Agents to manage case volume
C. Allows access to Knowledge Articles that are related to products owned by a
customer
D. Information about customer's service contract - answerA. Reduces call volume
B. Makes it easier for Agents to manage case volume
C. Allows access to Knowledge Articles that are related to products owned by a
customer
What are the characteristics of Knowledge Categories?
A. Shareable across KBs: Yes ; Multi-Level: No
B. Shareable across KBs: No ; Multi-Level: Yes
C. Shareable across KBs: No ; Multi-Level: NoD. Shareable across KBs: Yes ; Multi-
Level: Yes - answerB. Shareable across KBs: No ; Multi-Level: Yes
Users with the sn_customerservice.proxy_contact role can do which of the following?
(Choose two.)
A. Manage cases on behalf of customer service agents
B. Create cases on behalf of customers
C. Manage requests on behalf of customer service agents
D. Create requests on behalf of customers
E. Manage major incident communication on behalf of a customer service manager -
answerB. Create cases on behalf of customers
D. Create requests on behalf of customers
What is the purpose of a Catalog Item variable?
A. Allows the customer to ask a question
B. Provides hint to the user on the field
C. Opens a chat session with customer support
D. Allows the customer or consumer to qualify their answer - answerD. Allows the
customer or consumer to qualify their answer
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