Free CIS-CSM Exam Braindumps

What is the purpose of the Guided Decisions capability?

1. A. Provide agents with an escalation guide
2. B. Guide agents through account management
3. C. Dynamically guide agents to help resolve complex cases
4. D. Provide agents with a knowledge guide

Correct Answer: C
Reference: https://docs.servicenow.com/bundle/rome-customer-service-management/page/product/customer-service-management/concept/guided-decisions.html

What one of the following is optional when creating a Catalog workflow?

1. A. Publishing the workflow
2. B. Defining workflow activities
3. C. Approving the workflow
4. D. Managing workflow versions

Correct Answer: D

Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/workflowadministration/task/t_CrtWkflwNewSvcCtlgItm.html

Customer service personnel who are allocated the customer service agent (sn_customerservice_agent) role are responsible for which of the following tasks? (Choose four.)

1. A. Assist customers with questions, issues and problems
2. B. Create cases
3. C. Propose major cases
4. D. View, edit, and work on cases
5. E. Approve customer contacts
6. F. Manage customer entitlements

Correct Answer: ABCD

What is required to enable the Follow the sun field on the Customer Service Case form?

1. A. Nothing, it is a standard field
2. B. The value property on the form must be set to true
3. C. The plugin ‘com.snc.csm_time_recording’ needs to be activated
4. D. The value property on the form must be set to true and the field added to the case form

Correct Answer: D

Reference: https://docs.servicenow.com/bundle/orlando-customer-service- management/page/product/
customer-service-management/reference/r_CustomerServiceCaseForm.html

How are ServiceNow’s out-of-the-box Customer Service Management applications packaged? (Choose two.)

1. A. Store Apps
2. B. Update Sets
3. C. Through private scopes
4. D. Plugins

Correct Answer: AD