無料ServiceNow CIS-CSMプレミアム試験エンジンPDFをダウンロード 更新された241問があります
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質問 # 78
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
- A. Community
- B. Service Catalog
- C. Open An Incident
- D. Knowledge Base
正解：A、B、D
解説：
Explanation/Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/success/ playbook/self-service-improvement.pdf
質問 # 79
Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?
- A. Close Cases in Resolved state
- B. Resolved to Close State
- C. Auto Close Resolved Cases Most Voted
- D. Move Resolved Cases to Closed
正解：C
質問 # 80
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
- A. Chat
- B. Email
- C. Web
- D. Social
正解：A、B
質問 # 81
If the CSM Demo Data Plugin has been installed what are two options either of which will prepare that instance to be used as part of the release path to production? (Choose two.)
- A. Clone back to this instance from a valid instance
- B. Zboot the instance
- C. Remove the Demo Data via a HI Request
- D. Disable the Case Interceptor
正解：A、C
解説：
https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/use-consumer-service-portal.html
質問 # 82
What is knowledge article versioning?
- A. The ability to manage and track article updates Most Voted
- B. A content tracker for knowledge articles
- C. A knowledge article numbering guide
- D. A knowledge article publishing guide
正解：B
質問 # 83
How are ServiceNow's out-of-the-box Customer Service Management applications packaged? (Choose two.)
- A. Through private scopes
- B. Plugins
- C. Update Sets
- D. Store Apps
正解：B、D
質問 # 84
The self-registration feature enables new customer contacts to submit registration requests from the customer portal. Which role is responsible for creating the unique registration code for each account?
- A. Service organization administrator (sn_customerservice.service_organization_admin)
- B. Customer Service Manager (sn_customerservice_manager)
- C. Customer admin (sn_customerservice.customer_admin)
- D. System administrator (admin)
正解：B
質問 # 85
Major Issue Management uses which one of the following capabilities?
- A. Record producers
- B. Targeted Communications
- C. Asset management
- D. Governance Risk and Control
正解：B
質問 # 86
Match the business rule to its function in the Self-Service Portal.
Hot Area:
正解：
解説：
Reference:
https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-servicemanagement/reference/r_BRIWCustomerService.html
質問 # 87
Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)
- A. CSM User (csm_user)
- B. Consumer (csm_consumer)
- C. Consumer User (csm_consumer-user)
- D. Contact (customer_contact)
正解：B、C
質問 # 88
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
- A. Define the number of hours needed to develop the associated requirements
- B. Provide consistent service to customers
- C. Have a clear understanding of the use cases
- D. Define the Business Pain Points
- E. Implementation is only as good as the underlying process
正解：A、C、D、E
質問 # 89
Asset classes are defined to allow for logical grouping of assets. There are five asset classes provided to group assets, each Asset class provides unique functionality for that group of Assets in the platform. Which of the following are the asset classes used? (Choose five.)
- A. Facility assets Most Voted
- B. Configuration assets
- C. Enterprise Software assets Most Voted
- D. Consumables assets
- E. Hardware assets Most Voted
- F. Software licenses assets Most Voted
- G. Network assets
正解：A、C、D、E、F
質問 # 90
From what places in SN can an agent create a case? (Choose three.)
- A. Account
- B. Chat
- C. Customer Service Application
- D. Contact
正解：A、C、D
質問 # 91
Customer Service Trending Topics is a capability that enables companies to use Predictive Intelligence to quickly pinpoint factors driving up case volume and act to mitigate them. Which of the following would be a benefit of using Predictive Intelligence Customer Service Trending Topics?
- A. Create root cause solutions for similar cases
- B. Eliminate the need for more traditional performance analytics
- C. A guaranteed reduction in call volume per month
- D. Auto-generate clusters of cases that point to similar underlying issues
正解：D
解説：
https://evantage.gilmoreglobal.com/reader/books/SN-CSMI-T010-PG-E/pageid/156
質問 # 92
In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?
- A. Routes the chat towards another group
- B. Uses response templates to Insert as text in a conversation
- C. Rolls up the current chat history towards an existing case
- D. Rejects an incoming chat and moves it automatically to the general queue
正解：B
質問 # 93
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