2022年04月 ServiceNow CIS-CSM実際にある問題と100%カバー率リアル試験問題
CIS-CSM無料試験問題と解答PDF最新問題2022年04月
ServiceNow CIS-CSM 認定試験の出題範囲：
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質問 19
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)
- A. Execute assigned tasks
- B. Manage assets
- C. Manage cases
- D. Close work orders
- E. Manage requests
正解: A,C,D
解説:
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.
質問 20
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 21
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. Create cases on behalf of customers
- C. Manage cases on behalf of customer service agents
- D. Manage major incident communication on behalf of a customer service manager
- E. Create requests on behalf of customers
正解: B,E
解説:
Explanation
質問 22
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 23
Match the business rule to its function in the Self-Service Portal.
Hot Area:
正解:
解説:
Explanation
質問 24
What is the purpose of a Catalog Item variable?
- A. Provides hint to the user on the field
- B. Opens a chat session with customer support
- C. Allows the customer or consumer to qualify their answer
- D. Allows the customer to ask a question
正解: C
質問 25
What is required to enable the Follow the sun field on the Customer Service Case form?
- A. Nothing, it is a standard field
- B. The value property on the form must be set to true
- C. The value property on the form must be set to true and the field added to the case form
- D. The plugin 'com.snc.csm_time_recording' needs to be activated
正解: B
解説:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_CustomerServiceCaseForm.html
質問 26
What is the purpose of a Catalog Item variable?
- A. Provides hint to the user on the field
- B. Opens a chat session with customer support
- C. Allows the customer or consumer to qualify their answer
- D. Allows the customer to ask a question
正解: C
解説:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/service- catalog-management/task/t_CreateAVariableForACatalogItem.html
質問 27
In the Customer Service Management space, what does the term asset management mean?
- A. Tracking products or services customers are using
- B. Tables in the Asset application
- C. Financial, contractual and inventory information of assets
- D. A set of business activities and processes used to track assets
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 28
Which of the following roles cannot update a consumer's record?
- A. admin
- B. sn_customerservice_manager
- C. sn_customerservice_agent
- D. sn_customerservice.consumer_agent
正解: C
解説:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/task/create-a-consumer-record.html
質問 29
Information in the Case Field 'Contact' is copied to which Incident Field?
- A. Caller
- B. Contact
- C. Customer
- D. User
正解: B
解説:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/csm-integration-sm-incident.html
質問 30
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
- A. Open An Incident
- B. Knowledge Base
- C. Community
- D. Service Catalog
正解: B,C,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 31
Match the business rule to its function in the Self-Service Portal.
Hot Area:
正解:
解説:
Explanation
Explanation
質問 32
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. Knowledge Product Entitlements
- C. ACL
- D. Data Policy
正解: A,B
質問 33
How many active OpenFrame configurations can you have on an instance?
- A. Unlimited
- B. 0
- C. 1
- D. 2
正解: A
質問 34
________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :
- A. Partner [sn_customerservice.partner]
- B. Consumer [sn_customerservice.consumer]
- C. Customer case manager [sn_customerservice.customer_case_manager]
- D. Partner administrator [sn_customerservice.partner_admin]
- E. Customer [sn_customerservice.customer]
- F. Customer administrator [sn_customerservice.customer_admin]
正解: C
質問 35
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
- A. Makes it easier for Agents to manage case volume
- B. Allows access to Knowledge Articles that are related to products owned by a customer
- C. Information about customer's service contract
- D. Reduces call volume
正解: A,B,D
質問 36
What is required to synchronize fields from a parent to a child case(s)?
- A. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
- B. Major Issue Management needs to be installed and certain properties enabled
- C. No action required, this is a standard Customer Service Management feature
- D. The role of sn_customerservice.customer_case_manager must be assigned
正解: C
解説:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/task/config-major-case-synchronization.html
質問 37
What are the Forum User Types? (Choose three.)
- A. Registered
- B. Admin
- C. Moderator
- D. Public
- E. Custom
正解: A,C,D
質問 38
Which one is NOT a dependency for the Customer Service Plugin?
- A. Communities
- B. Openframe
- C. Task Activities
- D. Skills Management
正解: A
質問 39
What are common types of application record data that are imported during a CSM data migration? (Choose two.)
- A. Accounts
- B. Knowledge Article
- C. Chat
- D. Case
正解: A,D
質問 40
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A. Both portal question entry and Record Producer
- B. None of the above
- C. Entering question in portal only
- D. Record Producer only
正解: D
解説:
Explanation/Reference: https://docs.servicenow.com/bundle/madrid-platform-administration/page/administer/ contextual-search/concept/c_DefineContextualSearch.html
質問 41
Major Issue Management uses which one of the following capabilities?
- A. Asset management
- B. Governance Risk and Control
- C. Record producers
- D. Targeted Communications
正解: D
解説:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/major-issue-management.html
質問 42
What should be emphasized when designing solutions? (Choose three.)
- A. Mobile friendly functionality
- B. Focus Out-of-the-box functionality
- C. Design for Scalability
- D. Minimize customizations
正解: A,B,C
質問 43
Which of the following is a condition for matching rules?
- A. Agent domain
- B. Specific case attributes
- C. Assignment
- D. Switching
正解: C
質問 44
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