試験準備には欠かさないトップクラスのServiceNow CIS-CSM試験学習ガイド練習問題最新版
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質問 # 39
Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. Which of the following statements is correct for CIs and assets?
- A. The CMDB only tracks CIs, assets cannot be CIs
- B. The contract and entitlements of an asset dictate whether or not it is stored in the CMDB
- C. While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs
- D. The CMDB tracks all assets as configuration items (CIs)
正解：C
質問 # 40
Special Handling Notes can apply to which one of the following based on specific attributes?
- A. Domain
- B. Holiday
- C. VIP
- D. Contact
正解：D
質問 # 41
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. Manage customer entitlements
- B. Approve customer contacts
- C. Create cases
- D. Assist customers with questions, issues and problems
- E. Propose major cases
- F. View, edit, and work on cases
正解：C、D、E、F
質問 # 42
What benefits does scoping an application bring? (Choose three.)
- A. Account records can be changed only while in the CSM scope
- B. Provides CSM teams autonomy and control
- C. Changes in different scopes can be addressed in a single update set
- D. CSM teams can move at their desired pace, independent of IT
- E. CSM application data and business logic is protected from changes by other applications
正解：B、D、E
質問 # 43
Which of the following statements is correct regarding product models in CSM?
- A. Product models can contain either physical items or digital (logical) items but not both in the same model
- B. Product models can only contain physical items
- C. Products models can only contain digital (logical) items
- D. Product models can contain both physical items and digital (logical) items in the same mode
正解：D
質問 # 44
What module is used to create Case Record Producers?
- A. Case Record Producers
- B. Edit Records
- C. Maintain Records
- D. Record Producers
正解：D
質問 # 45
A customer service agent wants to escalate an account but is unable to use the Escalate Account related link on the Account form. What could be the reasons why the customer service agent is not able to use it? (Choose two.)
- A. The parent account of the account to be escalated is not active
- B. The account already has an open escalation record
- C. The customer service agent is not assigned with the escalation requester role
- D. No escalation approval flow is configured
正解：B、C
質問 # 46
In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)
- A. Blocked by internally
- B. Blocked by approval
- C. Blocked by case task
- D. Blocked internally and by customer
正解：A、D
質問 # 47
What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)
- A. Customer can access work order details and tasks created for their case
- B. Reduces monthly case volume
- C. Reduces agent workload
- D. Work orders can be created from a case Most Voted
正解：A、D
質問 # 48
What is the benefit of a phased release approach?
- A. Working across multiple systems of record
- B. More time to develop stories
- C. Team members schedules are able to synchronize
- D. Delivery of core functionality quickly
正解：D
質問 # 49
From what places in SN can an agent create a case? (Choose three.)
- A. Chat
- B. Customer Service Application
- C. Contact
- D. Account
正解：B、C、D
質問 # 50
Information in the Case Field 'Contact' is copied to which Incident Field?
- A. Customer
- B. User
- C. Caller
- D. Contact
正解：D
解説：
Explanation
質問 # 51
Which roles are considered external? (Choose two.)
- A. Customer Service Agent (sn_customerservice_agent)
- B. Customer Admin (sn_customerservice.customer_admin) Most Voted
- C. Partner Admin (sn_customerservice.partner_admin) Most Voted
- D. Consumer Support Agent (sn_customerservice.consumer_agent)
正解：B、C
質問 # 52
Match the business rule to its function in the Self-Service Portal.
Hot Area:
正解：
解説：
Explanation
質問 # 53
What is required to synchronize fields from a parent to a child case(s)?
- A. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
- B. The role of sn_customerservice.customer_case_manager must be assigned
- C. Major Issue Management needs to be installed and certain properties enabled
- D. No action required, this is a standard Customer Service Management feature
正解：D
解説：
Reference:
customer-service-management/task/config-major-case-synchronization.html
質問 # 54
Proactive Customer Service Operations works Event Management to proactively monitor and fix issues affecting customers. It can also trigger case workflow's 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. Service Reporting
- B. Service Monitoring
- C. Service-Aware Install Base Most Voted
- D. Proactive Case Most Voted
- E. Service-Aware CMDB
- F. Proactive Prevention
正解：B、C、D
質問 # 55
What allows the implementation of phases and tasks to meet performance goals track progress and measure success?
- A. Performance Analytics Spotlight
- B. Service Level Agreement Tasks
- C. Scheduled Reporting
- D. Continual Improvement Management
正解：D
質問 # 56
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問題集練習試験問題学習ガイドはCIS-CSM試験で使える：https://drive.google.com/open?id=1ZF0wcGMjUIItUwicr0rmObaZY1gsv2VB