Free ServiceNow CIS-CSM Practice Exam with Questions & Answers | Set: 3

Name: How to Pass CIS-CSM Exams
Brand: Examstrack
SKU: cis-csm
Price: 36.75 USD
Availability: InStock

Questions 21

Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?

Options:

Set the Agent Experience (What agents see in their Workspace inbox)

Define Assignment Rules (How to assign work items)

Define Work Item Queues (Where to route)

Configure Service Channels (What to route)

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Questions 22

What features are included with the Customer Service Portal?

Choose 3 answers

Options:

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

Questions 23

From a security perspective, scoping brings several benefits: (Choose two.)

Options:

Improves instance security by limiting accessibility to other applications on the instance

Provides CSM teams the autonomy and control needed to configure and manage the CSM application, but not the CSM Service Portals

IT can manage and control the pace of the CSM teams because dependencies have been put in place

The scope holds the records and acts as a container for the desired Customer Service Management Applications

Questions 24

What is the purpose of a Catalog Item variable?

Options:

Allows the customer to ask a question

Provides hint to the user on the field

Opens a chat session with customer support

Allows the customer or consumer to qualify their answer

Questions 25

What types of escalation templates can be created?

Choose 2 answers

Options:

Account

Sold Product

Consumer

Case

Questions 26

Asset classes are defined to allow for logical grouping of assets. There are five asset classes provided to group assets, each Asset class provides unique functionality for that group of Assets in the platform. Which of the following are the asset classes used? (Choose five.)

Options:

Hardware assets Most Voted

Facility assets Most Voted

Configuration assets

Software licenses assets Most Voted

Enterprise Software assets Most Voted

Network assets

Consumables assets

Questions 27

What is the purpose of the sidebar feature in CSM Configurable Workspace?

Options:

Enables managers lo discreetly monitor chats between agents and customers