CIS-CSM 시험 - ServiceNow실제시험문제와 답 - 59문항

Question No : 1

What should be part of the pre-engagement collateral?

A.Frequently Asked Questions (FAQ)
B.Scoping Guide
C.Customer Service roles template
D.Stock Keeping Unit (SKU) and pricing sheet

정답:
Explanation:
Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/data-sheet/dssim.pdf (2)

Question No : 2

What role does the Engagement Manager play before the Workshop? (Choose two.)

A.Project Manager
B.Acts as intermediary
C.Provides answers to technical problems
D.Assists with technical requirements

정답:
Explanation:
Reference: https://jobs.jobvite.com/servicenow/job/oKxz8fwI

Question No : 3

What should be emphasized when designing solutions? (Choose three.)

A.Minimize customizations
B.Focus Out-of-the-box functionality
C.Design for Scalability
D.Mobile friendly functionality

정답:

Question No : 4

What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)

A.Define the Business Pain Points
B.Provide consistent service to customers
C.Have a clear understanding of the use cases
D.Define the number of hours needed to develop the associated requirements
E.Implementation is only as good as the underlying process

정답:

Question No : 5

Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)

A.Apply Role by Customer
B.Auto Assessment
C.Change Update to Close
D.Update Case Entitlement

정답:
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_BRIWCustomerService.html

Question No : 6

Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

A.Case Escalation
B.Case State
C.Case Categorization
D.Case Prioritization

정답:
Explanation:
Reference: https://www.servicenow.com/products/predictive-intelligence.html

Question No : 7

What do blue circles in the timeline of a case form represent?

A.Note
B.State
C.Activity
D.Comment

정답:
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseTimeline.html

Question No : 8

Which of the following is a condition for matching rules?

A.Agent domain
B.Assignment
C.Switching
D.Specific case attributes

정답:
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/case-assignment-matching-rules.html

Question No : 9

Predictive Intelligence improves Case management by:

A.Predicting what values should have gone into empty fields in historical records
B.Reducing the number of records needed to accurately predict a value
C.Replacing legacy routing rules
D.Predicting Case values without manual intervention

정답:

Question No : 10

Special Handling Notes can apply to which one of the following based on specific attributes?

A.Domain
B.Contact
C.Holiday
D.VIP

정답:

Question No : 11

Matching rules enhance assignment capability by ____________________.

A.Matching best agent by availability
B.Providing dynamic matching of cases to groups or individuals
C.Determining if account is a customer or partner
D.Matching best agent by skill

정답:
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_CaseRouting.html

Question No : 12

What are the conditions that matching rules are based on? (Choose two.)

A.Agent resources best suited to work on a case
B.Specific routing rules
C.Filters set up in advanced work assignment
D.Specific case attributes

정답:
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_CaseRouting.html

Question No : 13

From what places in SN can an agent create a case? (Choose three.)

A.Customer Service Application
B.Contact
C.Account
D.Chat

정답:
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseForm.html

Question No : 14

Information about a customer’s service contract is found in Knowledge.

A.False
B.True

정답:
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_ContractsAndEntitlements.html

Question No : 15

Agents and managers cannot create knowledge articles from Community questions.

A.True
B.False

정답:
Explanation:
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/knowledgemanagement/task/create-knowledge-article.html

ServiceNow CIS-CSM 시험