合格させるServiceNow CIS-CSM試験には練習テスト問題集豪華お試しセット
2024年最新の有効なCIS-CSMテスト解答とServiceNow試験PDF問題を試そう
ServiceNow CIS-CSM認定を獲得するには、候補者は90分以内に厳格な60質問の多肢選択試験に合格する必要があります。この試験は、インシデント管理、問題管理、変更管理、リクエストの履行など、顧客サービス管理プロセスに関する候補者の知識をテストするように設計されています。この試験では、チャットボットや仮想エージェントなどのカスタマーサービスオートメーションなどのトピック、およびメトリックやレポートを含むカスタマーサービスパフォーマンス管理もカバーしています。
ServiceNow CIS-CSM試験では、ServiceNow CSM Fundamentals、CSM Architecture、CSM Setup and Configuration、サービスレベル契約（SLA）、サービスカタログ、サービスポータルなど、幅広いトピックをカバーしています。この試験は60の複数選択の質問で構成されており、90分間の期間があります。試験の合格スコアは70％です。
質問 # 98
When are child cases updated from the parent case?
- A. Scheduled Job
- B. Automatically upon update of parent
- C. Clicking on the Child Sync UI
- D. When the Sync scheduled job runs
正解：B
質問 # 99
Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)
- A. Customer administrator (sn_customerservice.customer_admin)
- B. Partner (sn_customerservice.partner)
- C. Customer service manager (sn_customerservice_manager) Most Voted
- D. Customer service agent (sn_customerservice_agent) Most Voted
正解：C、D
質問 # 100
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
- A. Manage requests on behalf of customer service agents
- B. Manage major incident communication on behalf of a customer service manager
- C. Create cases on behalf of customers
- D. Create requests on behalf of customers
- E. Manage cases on behalf of customer service agents
正解：C、D
解説：
Explanation
質問 # 101
How are ServiceNow's out-of-the-box Customer Service Management applications packaged? (Choose two.)
- A. Store Apps
- B. Through private scopes
- C. Update Sets
- D. Plugins
正解：A、D
質問 # 102
What are benefits of me Conversation History feature? (Choose two.)
- A. Improved customer satisfaction as agents can respond to and resolve customer issues faster
- B. A customized admin chat toolbar with emojis for agents to use in chat messages
- C. Better language management by flagging key words and alerting chat managers when agents use one or more of those words
- D. Shorter calls for agents by reducing the time to search for information
正解：A、D
質問 # 103
What are the three out-of-the-box playbooks for CSM?
Choose 3 answers
- A. Case playbook for Complaints
- B. Case Playbook for product Support
- C. Case playbook for Accounts
- D. Case playbook for Billing
- E. Case playbook for Onboarding
正解：A、B、E
解説：
https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/customer-service-case-playbooks.html
質問 # 104
When working with case types, what is the lowest level in the case type hierarchy called?
- A. Leaf-level
- B. Sub-level
- C. Base-level
- D. Decision-level
正解：A
質問 # 105
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
- A. Monitoring
- B. Billing
- C. FAQ
- D. Order
- E. Request
- F. Contract
正解：D
質問 # 106
Which knowledge records can be configured with User Criteria?
- A. Knowledge Base
- B. Knowledge Base and Category
- C. Knowledge Base, Category and Article
- D. Knowledge Base and Article
正解：D
質問 # 107
Match the definitions for roles relationships.
正解：
解説：
質問 # 108
What criteria can be used to determine when a new inbound case should be opened?
- A. When a customer has a question or issue to resolve
- B. When we have new marketing material for a customer
- C. When a new customer is created
- D. When an internal problem occurs
正解：A
質問 # 109
Information about a customer's service contract is found in Knowledge.
- A. False
- B. True
正解：A
質問 # 110
Which feature sends an email notification containing a list of relevant knowledge articles to the case submitter and watchlist users associated with the case whenever a case is created?
- A. Auto-Responder
- B. Trending Topics
- C. Proactive Customer Service Operations
- D. Self-Service Analytics
正解：A
質問 # 111
The available case types are: (Choose two.)
- A. Support
- B. Order
- C. Product
- D. Product Support
正解：A、B
質問 # 112
What is required to synchronize fields from a parent to a child case(s)?
- A. The role of sn_customerservice.customer_case_manager must be assigned
- B. Major Issue Management needs to be installed and certain properties enabled
- C. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
- D. No action required, this is a standard Customer Service Management feature
正解：B
解説：
Reference:
customer-service-management/task/config-major-case-synchronization.html
質問 # 113
What one of the following is optional when creating a Catalog workflow?
- A. Defining workflow activities
- B. Managing workflow versions
- C. Approving the workflow
- D. Publishing the workflow
正解：B
質問 # 114
What should be part of the pre-engagement collateral?
- A. Frequently Asked Questions (FAQ)
- B. Stock Keeping Unit (SKU) and pricing sheet
- C. Customer Service roles template
- D. Scoping Guide
正解：C
解説：
Explanation/Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/data-sheet/ ds-sim.pdf (2)
質問 # 115
The assignment workbench uses configurable matching criteria to evaluate agents in a selected group and provide an overall ranking. What are the different types of criteria available for the assignment workbench?
Choose 3 answers
- A. Correlation
- B. Availability
- C. Simple Match
- D. Scripted
- E. Aggregate
正解：C、D、E
質問 # 116
Articles can provide the following: (Choose three.)
- A. Share product information
- B. Document current and known issues
- C. Information about customer's service contract
- D. Provide answers and responses to common issues or questions
正解：A、B、D
質問 # 117
Which of the following roles have permission to create a relationship between a contact and an account? (Choose two.)
- A. admin
- B. sn_customerservice_manager
- C. sn_customerservice_agent
- D. sn_customerservice.customer_admm
- E. sn_customerservice.partner_admin
正解：A、B
質問 # 118
Matching rules enhance assignment capability by ____________________.
- A. Matching best agent by availability
- B. Determining if account is a customer or partner
- C. Matching best agent by skill
- D. Providing dynamic matching of cases to groups or individuals
正解：C
質問 # 119
In the Customer Service Management space, what does the term asset management mean?
- A. A set of business activities and processes used to track assets
- B. Tables in the Asset application
- C. Financial, contractual and inventory information of assets
- D. Tracking products or services customers are using
正解：C
解説：
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/asset- management/concept/c_AssetManagement.html
質問 # 120
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
- A. Knowledge Base
- B. Open An Incident
- C. Service Catalog
- D. Community
正解：A、C、D
質問 # 121
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CIS-CSM認定試験は、組織にServiceNowのCSMモジュールの実装を担当する専門家向けです。この試験は、顧客に実装サービスを提供するコンサルタントやパートナーにも適しています。 CIS-CSM認定を取得することにより、専門家はCSMモジュールの実装に関する専門知識を実証できます。これにより、キャリアを進め、組織に価値を高めることができます。さらに、この認定は、ServiceNowのCSMモジュールを使用してカスタマーサービスプロセスを改善するのに役立つ熟練した専門家を組織が特定するのに役立ちます。
トップクラスServiceNow CIS-CSMオンライン問題集：https://jp.fast2test.com/CIS-CSM-premium-file.html
無料ServiceNow CIS-CSM試験問題と解答トレーニングを提供しています：https://drive.google.com/open?id=1t656ptiHykSMzJf3IywCRRdQdgR7Vsp5