CIS-CSM試験無料問題集（261題）「ServiceNow Certified Implementation Specialist

出題：1

New case tasks use the following prefix:

A. CSMTASK prefix

B. No specific task prefix just existing TASK prefix

C. CSTASK prefix

D. CASETASK prefix

正解：C 解答を投票する

出題：2

What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?

A. Virtual Agent

B. Web

C. Portal

D. Catalog

正解：B 解答を投票する

出題：3

External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals. What can they approve in relation to cases via the portals?

A. Change Records and Request Records

B. Request Records and Escalations

C. Problem Records and Escalations

D. Problem Records and Incident Records

正解：A 解答を投票する

出題：4

In ServiceNow's CSM Application, what is an interaction?

A. Any configuration item that has been made accessible to customers

B. A binding agreement between two parties

C. A request for assistance made through a chat, phone call, or walk-up

D. A record that a Customer Service Agent uses to identify and resolve a question or an issue for an external customer

正解：C 解答を投票する

出題：5

Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?

A. Quick Actions

B. Quick Messages

C. Response Templates

D. Templates

正解：C 解答を投票する

出題：6

What are available matching criteria for case assignment in Customer Service Management?
Choose 3 answers

A. Certifications

B. Assigned Cases

C. Matching Skills

D. Distance

E. Partner Hours

F. Availability Today

正解：B,C,F 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

出題：7

When working with case types, what is the lowest level in the case type hierarchy called?

A. Base-level

B. Decision-level

C. Sub-level

D. Leaf-level

正解：D 解答を投票する

出題：8

The case digests feature includes which types of case communication? (Choose two.)

A. Case Action Summaries Most Voted

B. Case Lifecycle Reports

C. Post Case Reviews Most Voted

D. Case Post Mortem

正解：A,C 解答を投票する

出題：9

Which roles are responsible for maintaining account team membership? (Choose two.)

A. Customer Case Manager [sn_customerservice.customer_case_manager]

B. System Administrator [admin]

C. Customer Service Manager [sn_customerservice_manager]

D. Customer Admin [sn_customerservice.customer.admin]

正解：B,C 解答を投票する

出題：10

What allows the implementation of phases and tasks to meet performance goals track progress and measure success?

A. Continual Improvement Management

B. Performance Analytics Spotlight

C. Scheduled Reporting

D. Service Level Agreement Tasks

正解：A 解答を投票する

出題：11

Agents and managers cannot create knowledge articles from Community questions.

A. True

B. False

正解：B 解答を投票する

解説: (GoShiken メンバーにのみ表示されます)

CIS-CSM試験無料問題集「ServiceNow Certified Implementation Specialist - Customer Service Management 認定」