Free CIS-CSM Exam Dumps

Question 11

__________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.
Options are :

A. Partner [sn_customerservice.partner]
B. Agent [sn_customerservice_agent]
C. Consumer Agent [sn_customerservice.consumer_agent]
D. Agent manager [sn_customerservice_manager]
E. Customer case manager [sn_customerservice.customer_case_manager]
F. Customer administrator [sn_customerservice.customer_admin]

Correct Answer:C

Question 12

Which of the following are benefits of customer access management? (Choose two.)

A. It increases security by automatically granting access to cases based on access to sold product.
B. It defaults the responsibility for access management to the customer.
C. It defaults the responsibility for access management to the customer service agent.
D. It improves the customer experience by enabling related parties to track and collaborate on cases.

Correct Answer:AD

Question 13

Entitlements specify the level of service provided to customers.

A. False
B. True

Correct Answer:B
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service- management/concept/c_ContractsAndEntitlements.html

Question 14

What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?

A. The case action status changes to Related Task Updated
B. The case escalates to an assignment group as defined in the default escalation template
C. The case work notes are updated automatically
D. The case displays a special handling note highlighting the update

Correct Answer:C
https://docs.servicenow.com/en-US/bundle/vancouver-it-service-management/page/product/problem-management/concept/sync-btwn-inci-prob.html

Question 15

The self-registration feature enables new customer contacts to submit registration requests from the customer portal. Which role is responsible for creating the unique registration code for each account?

A. Customer Service Manager (sn_customerservice_manager)
B. System administrator (admin)
C. Service organization administrator (sn_customerservice.service_organization_admin)
D. Customer admin (sn_customerservice.customer_admin)

Correct Answer:B