Free CIS-CSM Exam Dumps

Question 16

Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?

A. Open an incident
B. Viewing knowledge articles
C. Live chat
D. Consumer self-registration

Correct Answer:D
Source: https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-management/concept/omnichannels- communicating-customers.html

Question 17

_________ is a role for managing all of the cases in an account and any related child accounts.
Options are :

A. Partner administrator [sn_customerservice.partner_admin]
B. Consumer [sn_customerservice.consumer]
C. Customer [sn_customerservice.customer]
D. Partner [sn_customerservice.partner]
E. Customer case manager [sn_customerservice.customer_case_manager]
F. Customer administrator [sn_customerservice.customer_admin]

Correct Answer:E

Question 18

In ServiceNow’s CSM Application, what is an interaction?

A. Any configuration item that has been made accessible to customers
B. A record that a Customer Service Agent uses to identify and resolve a question or an issue for an external customer
C. A binding agreement between two parties
D. A request for assistance made through a chat, phone call, or walk-up

Correct Answer:D

Question 19

The available case types are: (Choose two.)

A. Product Support
B. Order
C. Product
D. Support

Correct Answer:BC

Reference: https://docs.servicenow.com/bundle/orlando-customer-service- management/page/product/
customer-service-management/concept/manage-csm-case-types.html

Question 20

Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can:
Options are :

A. Escalate the chat to virtual agent
B. Create a record, such as an incident or a case
C. Escalate the chat to another agent
D. Respond to questions

Correct Answer:BCD

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