Exam CIS-CSM Tests | Reliable CIS-CSM Test Sample
Exam CIS-CSM Tests | Reliable CIS-CSM Test Sample
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Tags: Exam CIS-CSM Tests, Reliable CIS-CSM Test Sample, CIS-CSM Reliable Exam Online, Key CIS-CSM Concepts, Practice CIS-CSM Test Online
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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q120-Q125):
NEW QUESTION # 120
The case digests feature includes which types of case communication? (Choose two.)
- A. Case Post Mortem
- B. Case Action Summaries Most Voted
- C. Post Case Reviews Most Voted
- D. Case Lifecycle Reports
Answer: B,C
NEW QUESTION # 121
When integrating Customer Service Management with IT Service management what separate action is required for Request Management?
- A. Activation of the Customer Service Case Action Status plugin (com.snc.csm_action_status)
- B. Activation of the Customer Service plugin (com.sn_customerservice)
- C. Activation of the Customer Service with Service Management plugin (com.sn_cs_sm)
- D. Activation of the Customer Service with Request Management plugin (com.sn_cs_sm_request)
Answer: D
NEW QUESTION # 122
Which of the following roles cannot update a consumer's record?
- A. sn_customerservice.consumer_agent
- B. sn_customerservice_manager
- C. sn_customerservice_agent
- D. admin
Answer: C
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/task/create-a-consumer-record.html
NEW QUESTION # 123
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
- A. Only applications that allow WebDAV connections can be integrated
- B. The imported article will have the same category it had in the source knowledge base
- C. Imported external articles appear as attachments in ServiceNow
- D. SharePoint blocks this integration
Answer: A,B
Explanation:
Explanation
NEW QUESTION # 124
Using the out-of-the-box major issue management process flow, a consumer service agent proposes an existing case in the Open state as a major case candidate. The major case candidate has a consumer defined and is approved by the customer service manager What happens to the major case candidate?
- A. A new major case is created and the major case candidate Is added as a child to the major case
- B. The major case candidate requires an approval from the major issue manager
- C. The major case candidate becomes the major case
- D. The major case candidate is closed and a new major case is created
Answer: A
Explanation:
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/major-candidate-child-case-types.html
NEW QUESTION # 125
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