最新の2022年10月06日 CIS-CSM問題集は学習ガイドは試験合格するための秘訣
CIS-CSM問題集の無料PDFをゲットせよ！最近更新された問題
ServiceNow CIS-CSM 認定試験の出題範囲：
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質問 19
Access to a Knowledge base or Article can be restricted based on a customer's assets and the product models using which of the following? (Choose two.)
- A. ACL
- B. Data Policy
- C. Knowledge Product Entitlements
- D. User Criteria
正解: B,D
質問 20
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
- A. Only applications that allow WebDAV connections can be integrated
- B. Imported external articles appear as attachments in ServiceNow
- C. SharePoint blocks this integration
- D. The imported article will have the same category it had in the source knowledge base
正解: A,D
質問 21
Agents and managers cannot create knowledge articles from Community questions.
- A. False
- B. True
正解: A
解説:
The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit, and retire knowledge articles that they are associated with.
Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/task/create-knowledge-article.html
質問 22
Information about a customer's service contract is found in Knowledge.
- A. False
- B. True
正解: A
解説:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/c_ContractsAndEntitlements.html
質問 23
Entitlements specify the level of service provided to customers.
- A. True
- B. False
正解: A
解説:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/c_ContractsAndEntitlements.html
質問 24
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
- A. Manage cases on behalf of customer service agents
- B. Create requests on behalf of customers
- C. Manage major incident communication on behalf of a customer service manager
- D. Manage requests on behalf of customer service agents
- E. Create cases on behalf of customers
正解: B,E
解説:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/employee-create-case-for-customer.html
質問 25
What do blue circles in the timeline of a case form represent?
- A. Comment
- B. Note
- C. Activity
- D. State
正解: D
解説:
Explanation
質問 26
What role does the Engagement Manager play before the Workshop? (Choose two.)
- A. Acts as intermediary
- B. Assists with technical requirements
- C. Project Manager
- D. Provides answers to technical problems
正解: B,C
解説:
Explanation/Reference: https://jobs.jobvite.com/servicenow/job/oKxz8fwI
質問 27
What should be emphasized when designing solutions? (Choose three.)
- A. Focus Out-of-the-box functionality
- B. Minimize customizations
- C. Mobile friendly functionality
- D. Design for Scalability
正解: A,C,D
質問 28
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)
- A. Manage cases
- B. Execute assigned tasks
- C. Manage assets
- D. Manage requests
- E. Close work orders
正解: A,B,E
解説:
Explanation
Explanation:
When your mobile device is offline, you can execute assigned tasks at the task location, manage assets, track the time stamp of updated tasks, and close work orders and work order tasks. The data for tasks performed offline is stored in the device cache and synchronized when the device goes online.
Reference: https://docs.servicenow.com/bundle/madrid-field-service-management/page/product/field- service-management/concept/mobile-experience-fsm.html
質問 29
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
- A. Email
- B. Social
- C. Chat
- D. Web
正解: A,D
解説:
Explanation
質問 30
Major Issue Management uses which one of the following capabilities?
- A. Governance Risk and Control
- B. Targeted Communications
- C. Asset management
- D. Record producers
正解: B
解説:
Explanation
質問 31
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
- A. Manage cases on behalf of customer service agents
- B. Create requests on behalf of customers
- C. Manage major incident communication on behalf of a customer service manager
- D. Manage requests on behalf of customer service agents
- E. Create cases on behalf of customers
正解: B,E
質問 32
What is the purpose of a Catalog Item variable?
- A. Opens a chat session with customer support
- B. Allows the customer or consumer to qualify their answer
- C. Allows the customer to ask a question
- D. Provides hint to the user on the field
正解: B
解説:
Explanation
質問 33
_____________________ is a role for agents who assists consumers with questions, issues, and problems.
This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.
Options are :
- A. Partner [sn_customerservice.partner]
- B. Agent manager [sn_customerservice_manager]
- C. Consumer Agent [sn_customerservice.consumer_agent]
- D. Customer case manager [sn_customerservice.customer_case_manager]
- E. Customer administrator [sn_customerservice.customer_admin]
- F. Agent [sn_customerservice_agent]
正解: C
質問 34
If only one user reports a content for moderation, the content will be hidden.
- A. False
- B. True
正解: A
質問 35
From a service provider's perspective, is the following a product or an asset?
A cable modem model that the service provider sells.
- A. Asset
- B. Product
正解: B
解説:
Explanation
質問 36
What should be part of the pre-engagement collateral?
- A. Customer Service roles template
- B. Stock Keeping Unit (SKU) and pricing sheet
- C. Scoping Guide
- D. Frequently Asked Questions (FAQ)
正解: C
質問 37
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
- A. True
- B. False
正解: A
質問 38
How many active OpenFrame configurations can you have on an instance?
- A. Unlimited
- B. 0
- C. 1
- D. 2
正解: A
質問 39
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