あなたを合格させるCIS-CSM試験問題集で使おう（更新された241問があります)
CIS-CSM試験問題集でServiceNow練習テスト問題
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質問 # 36
Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)
- A. Consumer Service
- B. Product Service
- C. Customer Service
- D. Partner Service
正解：C、D
質問 # 37
Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. Which of the following statements is correct for CIs and assets?
- A. The CMDB only tracks CIs, assets cannot be CIs
- B. While the CMDB may track some assets as configuration items (CIs) not ALL assets are 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)
正解：B
質問 # 38
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
- A. Open An Incident
- B. Community
- C. Knowledge Base
- D. Service Catalog
正解：B、C、D
解説：
Explanation/Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/success/ playbook/self-service-improvement.pdf
質問 # 39
Which table must be extended when creating a new case type?
- A. Case Type (sn_case_type)
- B. Task (task)
- C. Case (sn_customerservice_case)
- D. Case Task (sn_customerservice_case_task)
正解：C
質問 # 40
Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)
- A. Agent assist
- B. Related search
- C. Lookup and verify
- D. Special handing notes
正解：A、C
質問 # 41
_____________________ 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. Agent manager [sn_customerservice_manager]
- B. Partner [sn_customerservice.partner]
- C. Agent [sn_customerservice_agent]
- D. Customer administrator [sn_customerservice.customer_admin]
- E. Consumer Agent [sn_customerservice.consumer_agent]
- F. Customer case manager [sn_customerservice.customer_case_manager]
正解：E
質問 # 42
What are the characteristics of Knowledge Categories?
- A. Shareable across KBs: No ; Multi-Level: Yes
- B. Shareable across KBs: No ; Multi-Level: No
- C. Shareable across KBs: Yes ; Multi-Level: No
- D. Shareable across KBs: Yes ; Multi-Level: Yes
正解：A
質問 # 43
Which of the following roles cannot update a consumer's record?
- A. sn_customerservice_manager
- B. sn_customerservice.consumer_agent
- C. admin
- D. sn_customerservice_agent
正解：D
解説：
Explanation
質問 # 44
What role can be assigned to employees who are not fulfillers, such as those in sales and services, or do not have other CSM-specific roles, but have a need to create cases on behalf of customers?
- A. Proxy Contact (sn_customservice.proxy_contact)
- B. Consumer (sn_customservice.consumer)
- C. External (snc_external)
- D. Customer (sn_suctomservice.customer)
正解：A
質問 # 45
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
- A. Social
- B. Email
- C. Web
- D. Chat
正解：B、D
質問 # 46
What is required to synchronize fields from a parent to a child case(s)?
- A. The role of sn_customerservice.customer_case_manager must be assigned
- B. No action required, this is a standard Customer Service Management feature
- C. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
- D. Major Issue Management needs to be installed and certain properties enabled
正解：B
解説：
Explanation
質問 # 47
What is required to enable the Follow the sun field on the Customer Service Case form?
- A. The plugin 'com.snc.csm_time_recording' needs to be activated
- B. The value property on the form must be set to true
- C. The value property on the form must be set to true and the field added to the case form
- D. Nothing, it is a standard field
正解：B
質問 # 48
Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?
- A. Move Resolved Cases to Closed
- B. Auto Close Resolved Cases Most Voted
- C. Resolved to Close State
- D. Close Cases in Resolved state
正解：B
質問 # 49
Match the business rule to its function in the Self-Service Portal.
Hot Area:
正解：
解説：
Explanation:
質問 # 50
In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?
- A. The process of developing, operating, maintaining, upgrading, and disposing of assets in me most cost-effective manner
- B. A generic activity or process responsible for tracking and reporting the value and ownership of assets throughout their lifecycle
- C. Asset management has different use cases for tracking specific products or services customers are using Most Voted
- D. It includes all of the data crucial to support customers as efficiently as possible
正解：C
質問 # 51
Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?
- A. Quick Messages
- B. Response Templates
- C. Quick Actions
- D. Templates
正解：B
質問 # 52
Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)
- A. Can research questions issues, or problems, and create view and edit cases for only their own accounts Most Voted
- B. Can edit information or roles for existing contacts
- C. Can view assets belonging to their account Most Voted
- D. Can assign the roles to other contacts in the same account
正解：A、C
質問 # 53
Which of the following are channels? (Choose two.)
- A. Web
- B. Contacts
- C. Article
- D. Chat
正解：A、D
解説：
Reference:
customer-service-management/concept/configure-csm-omni-channel.html
質問 # 54
Which roles are responsible for maintaining account team membership? (Choose two.)
- A. Customer Case Manager [sn_customerservice.customer_case_manager]
- B. System Administrator [admin]
- C. Customer Service Manager [sn_customerservice_manager]
- D. Customer Admin [sn_customerservice.customer.admin]
正解：B、C
質問 # 55
Which of the following roles cannot update a consumer's record?
- A. sn_customerservice_manager
- B. sn_customerservice.consumer_agent
- C. admin
- D. sn_customerservice_agent
正解：D
解説：
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/task/create-a-consumer-record.html
質問 # 56
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
- A. Social
- B. Email
- C. Web
- D. Chat
正解：B、D
解説：
Reference:
customer-service-management/concept/c_CustomerPortalOverview.html
質問 # 57
When creating or importing assets for CSM, model categories are used to: (Choose three.)
- A. Define a link between Asset classes and Configuration Item (CI) classes
- B. Define whether a Configuration Item (CI) is created when an Asset record is created or vice versa Most Voted
- C. Model the configuration options for each product model being sold to customers
- D. Group assets together Most Voted
- E. Build a classification structure for product models
正解：A、B、D
質問 # 58
Which one is NOT a dependency for the Customer Service Plugin?
- A. Task Activities
- B. Skills Management
- C. Communities
- D. Openframe
正解：C
質問 # 59
A customer service agent wants to escalate an account but is unable to use the Escalate Account related link on the Account form. What could be the reasons why the customer service agent is not able to use it? (Choose two.)
- A. The parent account of the account to be escalated is not active
- B. The account already has an open escalation record
- C. The customer service agent is not assigned with the escalation requester role
- D. No escalation approval flow is configured
正解：B、C
質問 # 60
Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?
- A. Dynamic Related Records
- B. Contextual Search
- C. Record Information
- D. Agent Assist
正解：A
質問 # 61
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最新でリアルなCIS-CSM試験問題集解答：https://drive.google.com/open?id=166Nnzo2gWvKO7OKjL1uhoCSx4NZTPC5q
あなたをお手軽に合格させるCIS-CSM試験正確なPDF問題：https://www.jpntest.com/shiken/CIS-CSM-mondaishu