2026年最新の保証された成功できるCIS-CSM問題集でServiceNowのPDF問題
格別な練習ServiceNow Certified Implementation Specialist - Customer Service Management Exam問題集で最速合格させます
質問 # 60
From what places in SN can an agent create a case? (Choose three.)
- A. Chat
- B. Contact
- C. Account
- D. Customer Service Application
正解：B、C、D
解説：
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_CustomerServiceCaseForm.html
質問 # 61
Which field could be used for classifying different consumer addresses?
- A. Contact
- B. Address Types
- C. Services
- D. Location
正解：B
質問 # 62
From a service provider's perspective, is the following a product or an asset?
A cable modem model that the service provider sells.
- A. Product
- B. Asset
正解：A
解説：
Reference:
customer-service-management/concept/c_ContractsAndEntitlements.html
質問 # 63
From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case? (Choose three.)
- A. Incident
- B. Account
- C. Special Handling Note
- D. Customer Service Application
- E. Chat
正解：B、D、E
質問 # 64
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
- A. False
- B. True
正解：B
解説：
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_RolesInstalledWithCustomerService.html
質問 # 65
What is a limitation regarding synchronization between a case and its associated work order?
- A. The data copied over to the Work Order form when creating a work order from a case cannot be configured or customized
- B. When creating a work order from a case only the Account field on the work order form is filed in but not the Company field
- C. Updates on a case or work order will only synchronize after the work order is approved
- D. If information changes on the Case form it is not updated on the Work Order form
正解：D
質問 # 66
What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)
- A. Reduces monthly case volume
- B. Work orders can be created from a case Most Voted
- C. Reduces agent workload
- D. Customer can access work order details and tasks created for their case
正解：B、D
質問 # 67
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：B、C
解説：
Reference:
customer-service-management/concept/c_CustomerPortalOverview.html
質問 # 68
The case digests feature includes which types of case communication? (Choose two.)
- A. Case Lifecycle Reports
- B. Post Case Reviews Most Voted
- C. Case Post Mortem
- D. Case Action Summaries Most Voted
正解：B、D
質問 # 69
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
- A. Create cases on behalf of customers
- B. Create requests on behalf of customers
- C. Manage requests on behalf of customer service agents
- D. Manage cases on behalf of customer service agents
- E. Manage major incident communication on behalf of a customer service manager
正解：A、B
質問 # 70
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
- A. False
- B. True
正解：B
解説：
Explanation/Reference: https://docs.servicenow.com/bundle/london-customer-service-management/page/product/ customer-service-management/task/view-csm-executive-dashboard.html
質問 # 71
What should be part of the pre-engagement collateral?
- A. Stock Keeping Unit (SKU) and pricing sheet
- B. Customer Service roles template
- C. Scoping Guide
- D. Frequently Asked Questions (FAQ)
正解：C
質問 # 72
Once a major case candidate is approved a major case is created. What then happens to the customer case?
- A. The customer case will be automatically closed
- B. The customer case becomes a child case of the major case
- C. The customer case will automatically be related to a problem
- D. The customer case becomes the parent case of the major case
正解：D
質問 # 73
Which of the following statements is correct regarding product models in CSM?
- A. Product models can contain either physical items or digital (logical) items but not both in the same model
- B. Product models can contain both physical items and digital (logical) items in the same mode
- C. Product models can only contain physical items
- D. Products models can only contain digital (logical) items
正解：B
質問 # 74
Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. Which of the following statements is correct for CIs and assets?
- A. While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs
- B. The contract and entitlements of an asset dictate whether or not it is stored in the CMDB
- C. The CMDB only tracks CIs, assets cannot be CIs
- D. The CMDB tracks all assets as configuration items (CIs)
正解：A
解説：
https://docs.servicenow.com/bundle/washingtondc-it-asset-management/page/product/hardware-asset-management/concept/work-with-asset-ci.html
質問 # 75
Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance?
Choose 2 answers
- A. Update Sets
- B. Store APPs
- C. XML unloads
- D. Plugins
正解：B、D
解説：
Store Apps: The exclusive source for Now Certified enterprise workflow apps from partners that complement and extend ServiceNow.
- Plugins: Plugins are software components that provide specific features and functionalities within a ServiceNow instance.
https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/plugins/concept
/c_ServiceNowPlugins.html
https://store.servicenow.com/sn_appstore_store.do#!/store/aboutus
質問 # 76
What features are included with the Customer Service Portal?
Choose 3 answers
- A. Search feature to get Information from several repositories
- B. The ability to create new accounts
- C. Header with links for different customer activities such as creating a case
- D. Links to marketing promotions and product coupons
- E. Links to information sources such as the knowledge base, community and customer support
正解：A、C、E
解説：
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/use-the-customer-portal.html
質問 # 77
What is the purpose of the Guided Decisions capability?
- A. Provide agents with a knowledge guide
- B. Guide agents through account management
- C. Dynamically guide agents to help resolve complex cases
- D. Provide agents with an escalation guide
正解：C
質問 # 78
What are the advantages of leading indicators over lagging indicators? (Choose two.)
- A. Prospective Most Voted
- B. Easy to influence
- C. Hard to influence
- D. Retrospective
正解：A、B
質問 # 79
What are common types of application record data that are imported during a CSM data migration?
(Choose two.)
- A. Chat
- B. Case
- C. Knowledge Article
- D. Accounts
正解：B、D
質問 # 80
The available case types are: (Choose two.)
- A. Product
- B. Support
- C. Order
- D. Product Support
正解：A、C
解説：
Reference:
customer-service-management/concept/manage-csm-case-types.html
質問 # 81
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
- A. Selecting none of the groups
- B. Selecting all the groups
- C. Misconfigured
- D. Missing configuration
正解：B
質問 # 82
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