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ServiceNowCIS-CSM Exam

ServiceNow Certified Implementation Specialist - CustomerService Management Exam

https://www.certs2pass.com/CIS-CSM.html

Version: 5.1

Question: 1

Agents and managers cannot create knowledge articles from Community questions.

A. TrueB. False

Answer: B

Explanation:The ownership group for this knowledge article. An ownership group consists of a group of members anda manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownershipgroups can publish, edit, and retire knowledge articles that they are associated with.Reference:https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledgemanagement/task/create-knowledge-article.html

Question: 2

Information about a customer’s service contract is found in Knowledge.

A. FalseB. True

Answer: A

Reference:https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_ContractsAndEntitlements.html

Question: 3

From what places in SN can an agent create a case? (Choose three.)

A. Customer Service ApplicationB. ContactC. AccountD. Chat

Answer: A, B, C

https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledgemanagement/task/create-knowledge-article.htmlhttps://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledgemanagement/task/create-knowledge-article.htmlhttps://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledgemanagement/task/create-knowledge-article.htmlhttps://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledgemanagement/task/create-knowledge-article.htmlhttps://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledgemanagement/task/create-knowledge-article.htmlhttps://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledgemanagement/task/create-knowledge-article.htmlhttps://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledgemanagement/task/create-knowledge-article.htmlhttps://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledgemanagement/task/create-knowledge-article.htmlhttps://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledgemanagement/task/create-knowledge-article.htmlhttps://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/

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Reference:https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseForm.htmlc

Question: 4

What are the conditions that matching rules are based on? (Choose two.)

A. Agent resources best suited to work on a caseB. Specific routing rulesC. Filters set up in advanced work assignmentD. Specific case attributes

Answer: A, D

Reference:https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_CaseRouting.html

Question: 5

Matching rules enhance assignment capability by ____________________.

A. Matching best agent by availabilityB. Providing dynamic matching of cases to groups or individualsC. Determining if account is a customer or partnerD. Matching best agent by skill

Answer: D

Reference:https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_CaseRouting.html

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