CIS CSM #3

CIS CSM #3

Professional Development

50 Qs

quiz-placeholder

Similar activities

System Administration and Maintenance P1 Exam

System Administration and Maintenance P1 Exam

Professional Development

50 Qs

AIoT API

AIoT API

Professional Development

49 Qs

Cuestionario sobre Bastionado de Sistemas

Cuestionario sobre Bastionado de Sistemas

Professional Development

45 Qs

Plataformas de Aprendizaje virtual

Plataformas de Aprendizaje virtual

Professional Development

53 Qs

cloud computing v1

cloud computing v1

Professional Development

50 Qs

Enterprise

Enterprise

Professional Development

49 Qs

RSS Commerce

RSS Commerce

Professional Development

50 Qs

IT3101-IAS-PLE

IT3101-IAS-PLE

Professional Development

50 Qs

CIS CSM #3

CIS CSM #3

Assessment

Quiz

Information Technology (IT)

Professional Development

Practice Problem

Easy

Created by

Anna Katherine

Used 6+ times

FREE Resource

AI

Enhance your content in a minute

Add similar questions
Adjust reading levels
Convert to real-world scenario
Translate activity
More...

50 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

The default configuration automatically closes resolved Cases after how many days?

A. 5 days

B. Cases are not automatically closed by default

C. 3 days

D. 10 days

2.

MULTIPLE SELECT QUESTION

45 sec • 1 pt

Which roles are considered external? (Choose two.)

A. Consumer Support Agent (sn_customerservice.consumer_agent)

B. Customer Admin (sn_customerservice.customer_admin)

C. Partner Admin (sn_customerservice.partner_admin)

D. Customer Service Agent (sn_customerservice_agent)

3.

MULTIPLE SELECT QUESTION

45 sec • 1 pt

Proactive Customer Service Operations work Event Management to proactively monitor and fix issues affecting customers. It can also trigger case workflows and enable organizations to notify customers whose services or products are impacted by an outage or issue.

What are the three main components that make up Proactive Customer Service Operations? (Choose three.)

  • A. Proactive Prevention

  • B. Service-Aware Install Base

  • C. Service Reporting

  • D. Proactive Case

  • E. Service-Aware CMDB

  • F. Service Monitoring

  • A. Proactive Prevention

  • B. Service-Aware Install Base

  • D. Proactive Case

  • E. Service-Aware CMDB

  • F. Service Monitoring

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What role can be assigned to employees who are not fulfillers, such as those in sales and services, or do not have other CSM-specific roles, but have a need to create cases on behalf of customers?

  • A. Consumer (sn_customservice.consumer)

  • B. Customer (sn_suctomservice.customer)

  • C. External (snc_external)

  • D. Proxy Contact (sn_customservice.proxy_contact)

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

The ServiceNow add-in for Microsoft Outlook enables you to manage workflows such as creating and updating contacts and cases from within Microsoft Outlook. How could this feature positively affect customer experience?

  • A. As email is being used fewer agents would be required to create cases so service costs would go down

  • B. It is easier to report on data in emails which means managers would be better placed to track performance

  • C. It can lead to faster resolution of customer issues and faster response to customer inquiries

  • D. It would guarantee less wait time for customers who chose to call the customer service center

6.

MULTIPLE SELECT QUESTION

45 sec • 1 pt

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

  • A. Assist customers with questions, issues and problems

  • B. Create cases

  • C. Propose major cases

  • D. View, edit, and work on cases

  • E. Approve customer contacts

  • F. Manage customer entitlements

  • A. Assist customers with questions, issues and problems

  • B. Create cases

  • C. Propose major cases

  • D. View, edit, and work on cases

  • E. Approve customer contacts

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

In the 'Action Status' column on a case list, what could a blue indicator dot mean?

  • A. Needs attention

  • B. Blocked internally

  • C. Blocked externally

  • D. Work in progress

Access all questions and much more by creating a free account

Create resources

Host any resource

Get auto-graded reports

Google

Continue with Google

Email

Continue with Email

Classlink

Continue with Classlink

Clever

Continue with Clever

or continue with

Microsoft

Microsoft

Apple

Apple

Others

Others

Already have an account?