ServiceNow CIS-CSM Exam Reviewer pt.2

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

Which of the following are benefits of customer access management? (Choose two.)

• It defaults the responsibility for access management to the customer service agent.

• It increases security by automatically providing access to case information based on account hierarchy

• It increases automation by automatically granting access to cases based on access to sold product

• It improves the customer experience by enabling related parties to track and collaborate on cases.

• It defaults the responsibility for access management to the customer.

Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)

• Partner Service

• Customer Service

• Consumer Service

• Product Service

What action can be performed by a Partner Admin (sn_customerservice.partner_admin) and NOT by a Partner (sn_customerservice partner) in the Customer Service Portal?

• Can view assets belonging to their partner accounts

• Can create, view, and edit cases for their partner accounts

• Can resolve cases reported by their partner accounts

• Can create and update contacts for their partner accounts

What features are included with the Customer Service Portal? (Choose three.)

• Header with links for different customer activities such as creating a case

• Search feature to get information from several repositories

• Links to information sources such as the knowledge base, community and customer support

• Links to marketing promotions and product coupons

• The ability to create new accounts

When configuring email in Communication Channels, how many outgoing email addresses are supported?

• One

• Two

• Three

• Unlimited

After an assignment group is chosen, which mandatory step in Advanced Work Assignment (AWA) ensures the work is allocated to the appropriate agent?

• Configure Work Item Queues

• Set the Agent Experience

• Set up Skills for Agents

• Define Assignment Rules

Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?

• Service Analytics

• In-form Analytics

• Case Spotlight

• CSM Prediction Results

What is KCS (Knowledge Centered Services)?

• A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management

• A documented methodology to provide a set of best practices for creating and maintaining knowledge

• A dashboard with specific visualization of the different knowledge bases and categories

• An application that helps agents and managers to create cases from Knowledge articles

What is knowledge article versioning?

• A content tracker for knowledge articles

• A knowledge article publishing guide

• The ability to manage and track article updates

• A knowledge article numbering guide