CIS - CSM Exam 2

What is a supported external customer that, in turn, sells to and supports one or more customers?

• Partner

• Account

• Contact

• Consumer

Customer Service Trending Topics is a capability that enables companies to use Predictive Intelligence to quickly pinpoint factors driving up case volume and act to mitigate them. Which of the following would be a benefit of using Predictive Intelligence Customer Service Trending Topics?

• Eliminate the need for more traditional performance analytics

• Auto-generate clusters of cases that point to similar underlying issues

• Create root cause solutions for similar cases

• A guaranteed reduction in call volume per month

Which ServiceNow applications can be integrated out-of-the-box with CSM? (Choose three.)

• Service Portfolio Management

• Project Management

• DevOps

• Risk Management

• ITOM Event Management

Which of the following are benefits that may be gained from using communities? (Choose three.)

• Reduce support costs

• Engagement with Customers

• Get product feedback

• Reduce cost per sales

• Increase marketing effectiveness

What is a case?

• An individual record that handles and resolves incidents for external customers

• An individual record that is used to identify and create automation opportunities

• An individual record that is used to identify and resolve a question or issue for an external customer

• An individual record that handles and routes issues for internal users

External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:

• WebDAV-versioned

• Web-configurable

• WebDAV-compliant

• Web-based

An Account Relationship is based on a defined account relationship hype. Users with the System Administrator role can define two types of relationships: (Choose two.)

• Partner-to-customer

• Account-to-customer

• Account-to-account

• Customer-to-Consumer

• Partner-to-account

Which knowledge records can be configured with User Criteria?

• Knowledge Base

• Knowledge Base and Category

• Knowledge Base, Category and Article

• Knowledge Base and Article

When the virtual agent plugin is installed NLU is activated but is not available for use until what two configurations are completed? (Choose two.)

• Choose the NLU service provider

• In the NLU Settings configure the Intent confidence threshold

• Enable NLU in Virtual Agent

• In the NLU Settings configure the Entity confidence threshold

An entitlement defines the types of support a customer receives. Entitlements are based on a number of standard fields such as product and asset. When Proactive Customer Service Operations is implemented which additional fields could be used? (Choose two.)

• Contact

• Configuration Item

• Business Service

• Install base item

• Sold product