2021 Latest 100% Exam Passing Ratio - CIS-CSM Dumps PDF
Pass Exam With Full Sureness - CIS-CSM Dumps with 65 Questions
NEW QUESTION 35
Information in the Case Field 'Contact' is copied to which Incident Field?
- A. Contact
- B. User
- C. Customer
- D. Caller
Answer: A
Explanation:
Explanation
NEW QUESTION 36
If only one user reports a content for moderation, the content will be hidden.
- A. True
- B. False
Answer: B
Explanation:
Explanation
NEW QUESTION 37
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A. Record Producer only
- B. Both portal question entry and Record Producer
- C. None of the above
- D. Entering question in portal only
Answer: A
NEW QUESTION 38
What is the purpose of a Catalog Item variable?
- A. Provides hint to the user on the field
- B. Opens a chat session with customer support
- C. Allows the customer to ask a question
- D. Allows the customer or consumer to qualify their answer
Answer: D
Explanation:
Explanation
NEW QUESTION 39
What is the purpose of a Catalog Item variable?
- A. Provides hint to the user on the field
- B. Opens a chat session with customer support
- C. Allows the customer to ask a question
- D. Allows the customer or consumer to qualify their answer
Answer: D
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/service- catalog-management/task/t_CreateAVariableForACatalogItem.html
NEW QUESTION 40
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A. Record Producer only
- B. Both portal question entry and Record Producer
- C. None of the above
- D. Entering question in portal only
Answer: A
Explanation:
Explanation
NEW QUESTION 41
HOTSPOT
Match the definitions for roles relationships.
Hot Area:
Answer:
Explanation:
NEW QUESTION 42
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
- A. Selecting none of the groups
- B. Misconfigured
- C. Missing configuration
- D. Selecting all the groups
Answer: D
NEW QUESTION 43
Which of the following are channels? (Choose two.)
- A. Chat
- B. Contacts
- C. Article
- D. Web
Answer: A,D
NEW QUESTION 44
Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can:
Options are :
- A. Create a record, such as an incident or a case
- B. Escalate the chat to virtual agent
- C. Escalate the chat to another agent
- D. Respond to questions
Answer: A,C,D
NEW QUESTION 45
What are the characteristics of Knowledge Categories?
- A. Shareable across KBs: No ; Multi-Level: No
- B. Shareable across KBs: No ; Multi-Level: Yes
- C. Shareable across KBs: Yes ; Multi-Level: No
- D. Shareable across KBs: Yes ; Multi-Level: Yes
Answer: B
NEW QUESTION 46
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
- A. Manage major incident communication on behalf of a customer service manager
- B. Manage cases on behalf of customer service agents
- C. Create cases on behalf of customers
- D. Create requests on behalf of customers
- E. Manage requests on behalf of customer service agents
Answer: C,D
NEW QUESTION 47
The available case types are: (Choose two.)
- A. Product Support
- B. Support
- C. Product
- D. Order
Answer: B,D
NEW QUESTION 48
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :
- A. sn_shn.max_num_alerts
- B. sn_shn.note_preferences
- C. sn_shn.popup_width
Answer: C
NEW QUESTION 49
What are the conditions that matching rules are based on? (Choose two.)
- A. Specific routing rules
- B. Agent resources best suited to work on a case
- C. Specific case attributes
- D. Filters set up in advanced work assignment
Answer: B,C
NEW QUESTION 50
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