CIS-CSM 無料問題集「ServiceNow Certified Implementation Specialist - Customer Service Management」

（A）Initiate

（B）Execute

（C）Close

（D）Plan

（E）Deliver

（A）Consumer Support Agent (sn_customerservice.consumer_agent)

（B）Customer Admin (sn_customerservice.customer_admin) Most Voted

（C）Partner Admin (sn_customerservice.partner_admin) Most Voted

（D）Customer Service Agent (sn_customerservice_agent)

（A）It improves the customer experience by enabling related parties to track and collaborate on cases.

（B）It defaults the responsibility for access management to the customer service agent.

（C）It defaults the responsibility for access management to the customer.

（D）It increases security by automatically granting access to cases based on access to sold product.

（A）The customer case becomes a child case of the major case

（B）The customer case will automatically be related to a problem

（C）The customer case will be automatically closed

（D）The customer case becomes the parent case of the major case

（A）A dashboard with specific visualization of the different knowledge bases and categories

（B）An application that helps agents and managers to create cases from Knowledge articles

（C）A documented methodology to provide a set of best practices for creating and maintaining knowledge Most Voted

（D）A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management

（A）Can view assets belonging to their partner accounts

（B）Can create, view, and edit cases for their partner accounts

（C）Can create and update contacts for their partner accounts

（D）Can resolve cases reported by their partner accounts

（A）When they require an implementation spread across all project phases

（B）When they are solely implemented for a custom application

（C）When there are business demands for custom functionality that is not offered out-of-the-box

（D）If they are NOT applied through the usage of built-in tools on the Now Platform

（A）Agents can use the field to identify if it is the right time to contact customer

（B）The field is active in the base form

（C）The field is not based of the customers profile time zone

（D）The field is always based on the system time zone

（A）To enable agents to collaborate with other agents or Subject Matter Experts (SMEs) in real-time for faster case resolution

（B）Enables agents to access response templates to help them resolve cases faster and more efficiently

（C）Enables agents to keep information regarding details of the case visible at all times

（D）Enables managers lo discreetly monitor chats between agents and customers

（A）A partner does not own any of the products or services provided by their partnering organization, instead they help to sell, deliver, and support them on their behalf.

（B）A partner does not own the relationship with a customer. This relationship is owned by the organization they are partnering.

（C）A partner and a third party are the same in ServiceNow's CSM application.

（D）A partner is an organization that has been contracted to sell products and services they have actually purchased from another organization.

（E）A partner will own the relationship with their customer

（A）While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs

（B）The CMDB only tracks CIs, assets cannot be CIs

（C）The contract and entitlements of an asset dictate whether or not it is stored in the CMDB

（D）The CMDB tracks all assets as configuration items (CIs)

（A）Easy to influence

（B）Hard to influence

（C）Retrospective

（D）Prospective Most Voted

（A）False

（B）True

（A）Allows access to knowledge articles that are related to entitlements owned by a customer

（B）Allows access to multi-product line knowledge articles

（C）Allows access to knowledge articles that are related to products owned by a customer

（D）Allows access to knowledge articles based on customer's security access

（A）The process of developing, operating, maintaining, upgrading, and disposing of assets in me most cost-effective manner

（B）It includes all of the data crucial to support customers as efficiently as possible

（C）A generic activity or process responsible for tracking and reporting the value and ownership of assets throughout their lifecycle

（D）Asset management has different use cases for tracking specific products or services customers are using Most Voted

（A）Moderator

（B）Registered

（C）Public

（D）Admin

（E）Custom

（A）Clone back to this instance from a valid instance

（B）Remove the Demo Data via a HI Request

（C）Zboot the instance

（D）Disable the Case Interceptor

（A）They must be assigned with the itil role

（B）They must be assigned with the read role for incident

（C）They must be assigned with the snc_intemal role

（D）They must be assigned with the sn_customerservice.itsm_contributor role

（A）Consolidation of customer interaction histories

（B）Allocation of resources based on real-time data

（C）Identification of frequent service issues

（D）Customization of case templates

（A）Three

（B）Unlimited

（C）One

（D）Two