究極のガイド準備CIS-CSM認証試験CIS-Customer Service Managementは2024年更新
リアルCIS-CSM問題集でServiceNow正確なアンサーは最新問題は2024年更新
質問 # 38
What are Special Handling Notes used for?
- A. For agents to view articles an attach them to a case
- B. Help agents identify in which time zone a contact is located
- C. Bring important information about individual records to an agent's attention
- D. To ensure customers get the service they are entitled to receive
正解：C
質問 # 39
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.
- A. False
- B. True
正解：B
質問 # 40
What feature does the Product Model and Catalog Items Relationship plugin enable?
- A. Consumers can track what products they have purchased via the catalog
- B. Agents are automatically proposed catalog items related to the chosen product on the case form
- C. Customer service managers can track the financial cost of customer's subscribed services and the related requests
- D. It provides a contextual service catalog based on the customer's subscribed services Most Voted
正解：D
質問 # 41
What should be part of the pre-engagement collateral?
- A. Customer Service roles template
- B. Scoping Guide
- C. Frequently Asked Questions (FAQ)
- D. Stock Keeping Unit (SKU) and pricing sheet
正解：A
質問 # 42
Which step in Advanced Work Assignment (AWA) would ensure the work was allocated to the appropriate agent?
- A. Set the Agent Experience
- B. Configure Service Channels
- C. Define Assignment Rules
- D. Define Work Item Queues
正解：C
質問 # 43
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
- A. Open An Incident
- B. Service Catalog
- C. Community
- D. Knowledge Base
正解：B、C、D
質問 # 44
From what places in SN can an agent create a case? (Choose three.)
- A. Contact
- B. Account
- C. Customer Service Application
- D. Chat
正解：A、B、C
質問 # 45
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. User Criteria
- B. Data Policy
- C. Knowledge Product Entitlements
- D. ACL
正解：A、B
質問 # 46
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
- A. Open An Incident
- B. Service Catalog
- C. Community
- D. Knowledge Base
正解：B、C、D
解説：
Explanation
質問 # 47
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A. Entering question in portal only
- B. None of the above
- C. Both portal question entry and Record Producer
- D. Record Producer only
正解：D
質問 # 48
What are the Forum User Types? (Choose three.)
- A. Registered
- B. Custom
- C. Admin
- D. Moderator
- E. Public
正解：A、D、E
解説：
Explanation
質問 # 49
In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)
- A. Blocked by case task
- B. Blocked by approval
- C. Blocked by internally
- D. Blocked internally and by customer
正解：A、B
質問 # 50
Information in the Case Field 'Contact' is copied to which Incident Field?
- A. Contact
- B. User
- C. Customer
- D. Caller
正解：A
解説：
Reference:
customer-service-management/reference/csm-integration-sm-incident.html
質問 # 51
A customer service agent wants to escalate an account but is unable to use the Escalate Account related link on the Account form. What could be the reasons why the customer service agent is not able to use it? (Choose two.)
- A. The customer service agent is not assigned with the escalation requester role
- B. The parent account of the account to be escalated is not active
- C. The account already has an open escalation record
- D. No escalation approval flow is configured
正解：A、C
質問 # 52
If only one user reports a content for moderation, the content will be hidden.
- A. True
- B. False
正解：B
解説：
Reference:
customer-communities/task/approve-reject-content.html
質問 # 53
Which table must be extended when creating a new case type?
- A. Case Task (sn_customerservice_case_task)
- B. Case (sn_customerservice_case)
- C. Case Type (sn_case_type)
- D. Task (task)
正解：B
質問 # 54
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ServiceNow CIS-CSM：ServiceNow Certified Implementation Specialist - Customer Service Managementは、ServiceNowの顧客サービス管理（CSM）アプリケーションの実装と管理に焦点を当てた認定試験です。この試験は、ServiceNow CSMの実装と構成に経験があるプロフェッショナルで、自分のスキルと知識を検証したい人を対象としています。
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CIS-Customer Service Management CIS-CSM試験練習問題集：https://jp.fast2test.com/CIS-CSM-premium-file.html
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