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ServiceNow CIS-CSM認定は、ServiceNow CSMを使用して顧客サービスプロセスを実装および管理する専門家が、自分の専門知識を証明するために貴重な資産です。あなたのスキルと知識を検証するだけでなく、競争の激しい就職市場で目立つことができ、新しいキャリアの機会を開くことができます。
ServiceNow CIS-CSM（ServiceNow認定実装スペシャリスト - カスタマーサービス管理）認定試験は、IT業界の専門家にとって非常に人気のある認定です。この認定は、ServiceNowプラットフォームを使用してカスタマーサービス管理ソリューションの実装と管理を専門とする個人のスキルと知識を検証するように設計されています。
質問 # 17
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A. None of the above
- B. Entering question in portal only
- C. Record Producer only
- D. Both portal question entry and Record Producer
正解：D
質問 # 18
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
解説：
Explanation
質問 # 19
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. Zboot the instance
- B. Remove the Demo Data via a HI Request
- C. Clone back to this instance from a valid instance
- D. Disable the Case Interceptor
正解：B、C
質問 # 20
How are Service Catalogs and Catalog Items related? (Choose two.)
- A. Service catalogs may contain multiple catalog items Most Voted
- B. A catalog item can be associated with one or more service catalogs Most Voted
- C. Access to catalog items is determined by the service catalog's assigned user criteria
- D. A catalog item can only be associated with one service catalog
正解：A、B
質問 # 21
Match the business rule to its function in the Self-Service Portal.
Hot Area:
正解：
解説：
Explanation:
質問 # 22
What role does the Engagement Manager play before the Workshop? (Choose two.)
- A. Project Manager
- B. Provides answers to technical problems
- C. Acts as intermediary
- D. Assists with technical requirements
正解：A、D
質問 # 23
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. No action required, this is a standard Customer Service Management feature
- C. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
- D. Major Issue Management needs to be installed and certain properties enabled
正解：B
質問 # 24
In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?
- A. A generic activity or process responsible for tracking and reporting the value and ownership of assets throughout their lifecycle
- B. It includes all of the data crucial to support customers as efficiently as possible
- C. The process of developing, operating, maintaining, upgrading, and disposing of assets in me most cost-effective manner
- D. Asset management has different use cases for tracking specific products or services customers are using Most Voted
正解：D
質問 # 25
The available case types are: (Choose two.)
- A. Support
- B. Order
- C. Product Support
- D. Product
正解：B、D
質問 # 26
What features are included with the Customer Service Portal?
Choose 3 answers
- A. Links to information sources such as the knowledge base, community and customer support
- B. Search feature to get Information from several repositories
- C. Links to marketing promotions and product coupons
- D. Header with links for different customer activities such as creating a case
- E. The ability to create new accounts
正解：A、B、D
解説：
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/use-the-customer-portal.html
質問 # 27
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
- A. Open An Incident
- B. Community
- C. Service Catalog
- D. Knowledge Base
正解：B、C、D
質問 # 28
What does viewing a customer's install base enable customer service agents to do? (Choose two.)
- A. See the detailed configurations of the products and services deployed for a customer to determine me action needed
- B. Trace information provided m a case to the right product or service to which it relates
- C. Close an upsell of related products and services not yet purchased by a customer
- D. Monitor alerts for operational services and configuration items that affect service health
正解：A、B
質問 # 29
In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?
- A. Rejects an incoming chat and moves it automatically to the general queue
- B. Routes the chat towards another group
- C. Rolls up the current chat history towards an existing case
- D. Uses response templates to Insert as text in a conversation
正解：D
質問 # 30
In case management. Parent Child Synchronization allows for which of the following:
- A. Child cases to be separated from Parent cases and will not be synchronized automatically
- B. Parent cases to automatically generate child cases when all fields are filled out thus, synchronized auto- population
- C. Enabling the Customer Service agent to create cases so that all the children cases can be managed by managing the parent case
- D. Synchronization of all child cases as well as children of child cases on all levels
正解：B
質問 # 31
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
- A. Social
- B. Email
- C. Chat
- D. Web
正解：B、D
解説：
Reference:
customer-service-management/concept/c_CustomerPortalOverview.html
質問 # 32
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