Free CIS-CSM Exam Dumps

Question 41

What are Special Handling Notes used for?

A. Bring important information about individual records to an agent's attention
B. For agents to view articles an attach them to a case
C. To ensure customers get the service they are entitled to receive
D. Help agents identify in which time zone a contact is located

Correct Answer:A

Question 42

Which of the following are correct for parent/child synchronization? (Choose two.)

A. Multiple child cases can be managed from a parent case as in Major Issue Management
B. The Administrator can choose which fields to synchronize from parent to child cases
C. Parent to child cases can be synchronized regardless of which state the case is in
D. The property to synchronize parent to child cases is automatically enabled

Correct Answer:AC
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/config-major-case- synchronization.html

Question 43

Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)

A. Imported external articles appear as attachments in ServiceNow
B. Only applications that allow WebDAV connections can be integrated
C. The imported article will have the same category it had in the source knowledge base
D. SharePoint blocks this integration

Correct Answer:BC

Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledgemanagement/concept/knowledge-external-content- integration.html

Question 44

What is the primary output from the Requirements Gathering workshop?

A. Schedules
B. Use Cases
C. Stories
D. Personas

Correct Answer:C

Question 45

Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

A. Entering question in portal only
B. Record Producer only
C. Both portal question entry and Record Producer
D. None of the above

Correct Answer:C

Reference: https://docs.servicenow.com/bundle/madrid-platform-administration/page/administer/contextualsearch/concept/c_DefineContextualSearch.html