Free CIS-CSM Exam Dumps

Question 51

Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
Options are :

A. Maybe
B. No
C. Yes
D. I don't know

Correct Answer:C

Question 52

Entitlements are counted using two types of units:

A. SLAs and contracts
B. Days and assets
C. Cases and products
D. Hours and cases

Correct Answer:D

Question 53

An account is a supported external customer and a contact is a user who is an employee of an account. How many accounts can a contact be associated with?

A. One
B. Two
C. Three
D. Multiple

Correct Answer:A

Question 54

What is a case?

A. An individual record that handles and routes issues for internal users
B. An Individual record that Is used to identity and create automation opportunities
C. An individual record that is used to identify and resolve a question or issue for an external customer
D. An individual record that handles and resolves incidents tor external customers

Correct Answer:C
https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/csm-cases-case-tasks-overview.html#:~:text=Customer service cases store information,work n ecessary to resolve cases.

Question 55

What one of the following is optional when creating a Catalog workflow?

A. Publishing the workflow
B. Defining workflow activities
C. Approving the workflow
D. Managing workflow versions

Correct Answer:D

Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/workflowadministration/task/t_CrtWkflwNewSvcCtlgItm.html