Free CIS-CSM Exam Braindumps

Out-of-the-box. cases are automatically closed after how many days?

1. A. 3 days
2. B. 5 days
3. C. 10 days
4. D. Cases are not automatically closed by default

Correct Answer: D

Which step in Advanced Work Assignment (AWA) would ensure the work was allocated to the appropriate agent?

1. A. Set the Agent Experience
2. B. Define Assignment Rules
3. C. Define Work Item Queues
4. D. Configure Service Channels

Correct Answer: B

Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)

1. A. Create Contact
2. B. Check Case Status Most Voted
3. C. Close Case
4. D. Get Help with an Order Most Voted
5. E. Get Help with an Asset

Correct Answer: BD
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/csm-virtual-agent- chatbot.html

From what places in SN can an agent create a case? (Choose three.)

1. A. Customer Service Application
2. B. Contact
3. C. Account
4. D. Chat

Correct Answer: ACD
Reference: https://docs.servicenow.com/bundle/orlando-customer-service- management/page/product/
customer-service-management/reference/r_CustomerServiceCaseForm.htmlc

Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)

1. A. Knowledge articles
2. B. Service catalog
3. C. Communities
4. D. Consumer service portal
5. E. Customer service portal

Correct Answer: ABC