Updated Jun 10, 2023 Test Engine to Practice Test for CIS-CSM Valid and Updated Dumps [Q18-Q42]

QUESTION 18
Information about a customer’s service contract is found in Knowledge.

QUESTION 19
What do blue circles in the timeline of a case form represent?

QUESTION 20
Matching rules enhance assignment capability by ____________________.

QUESTION 21
What does the Agent Whisper function do?

QUESTION 22
Which of the following are best practice with regard to data imports? (Choose two.)

QUESTION 23
Which of the following are correct for parent/child synchronization? (Choose two.)

QUESTION 24
Which of the following are channels? (Choose two.)

QUESTION 25
What is required to synchronize fields from a parent to a child case(s)?

QUESTION 26
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

QUESTION 27
Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?

QUESTION 28
In the ‘Action Status’ column on a case list what could a red indicator dot mean? (Choose two.)

QUESTION 29
How many active OpenFrame configurations can you have on an instance?

QUESTION 30
________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :

QUESTION 31
What are common types of application record data that are imported during a CSM data migration?
(Choose two.)

QUESTION 32
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?

QUESTION 33
Predictive Intelligence improves Case management by:

QUESTION 34
Read the use case below to determine if the customer service relationship is B2B or B2C.
Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage is local to the customer and scheduled a technician to Mary’s house.

QUESTION 35
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.

QUESTION 36
What criteria can be used to determine when a new inbound case should be opened?

QUESTION 37
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.)

QUESTION 38
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

QUESTION 39
Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
Options are :

QUESTION 40
Partner admin contacts have access to the data of both their partner accounts and customer accounts.

QUESTION 41
Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. Which of the following statements is correct for CIs and assets?

QUESTION 42
What role does the Engagement Manager play before the Workshop? (Choose two.)