Free ServiceNow CIS-CSM Practice Exam with Questions & Answers | Set: 8

Name: How to Pass CIS-CSM Exams
Brand: Examstrack
SKU: cis-csm
Price: 42 USD
Availability: InStock

Questions 71

What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?

Options:

Publish Workaround

Document a Known error

Complete Investigation

Complete RCA

Document Five Whys

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Questions 72

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?

Options:

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

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

It can lead to taster resolution of customer issues and faster response to customer inquiries Most Voted

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

Questions 73

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?

Options:

Consumer (sn_customservice.consumer)

Customer (sn_suctomservice.customer)

External (snc_external)

Proxy Contact (sn_customservice.proxy_contact)

Questions 74

The available case types are: (Choose two.)

Options:

Product Support

Order

Product

Support

Questions 75

Entitlements specify the level of service provided to customers.

Options:

False

True

Questions 76

From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case? (Choose three.)

Options:

Account

Incident

Customer Service Application

Special Handling Note

Chat

Questions 77

An account is a supported external customer and a contact is a user who is an employee of an account. How many accounts can a contact be associated with?

Options:

One

Two

Three

Multiple