100%無料CIS-CSM試験問題集で試験を簡単に合格させるJPNTest
無料CIS-CSM試験問題CIS-CSM実際のリアル試験問題
ServiceNow CIS-CSM 認定試験の出題範囲：
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質問 38
What is required to synchronize fields from a parent to a child case(s)?
- A. No action required, this is a standard Customer Service Management feature
- B. The role of sn_customerservice.customer_case_manager must be assigned
- C. Major Issue Management needs to be installed and certain properties enabled
- D. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
正解: A
解説:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/task/config-major-case-synchronization.html
質問 39
What one of the following is optional when creating a Catalog workflow?
- A. Defining workflow activities
- B. Managing workflow versions
- C. Approving the workflow
- D. Publishing the workflow
正解: B
解説:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/workflow- administration/task/t_CrtWkflwNewSvcCtlgItm.html
質問 40
How many outbound email accounts are supported in Customer Service Management?
- A. One per business service
- B. Two
- C. One
- D. Unlimited
正解: C
質問 41
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
- A. True
- B. False
正解: A
質問 42
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
- A. Makes it easier for Agents to manage case volume
- B. Information about customer's service contract
- C. Reduces call volume
- D. Allows access to Knowledge Articles that are related to products owned by a customer
正解: A,C,D
質問 43
If only one user reports a content for moderation, the content will be hidden.
- A. True
- B. False
正解: B
質問 44
Entitlements specify the level of service provided to customers.
- A. True
- B. False
正解: A
解説:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/c_ContractsAndEntitlements.html
質問 45
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
- A. True
- B. False
正解: A
解説:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_RolesInstalledWithCustomerService.html
質問 46
What are common types of application record data that are imported during a CSM data migration?
(Choose two.)
- A. Case
- B. Chat
- C. Knowledge Article
- D. Accounts
正解: A,D
質問 47
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
- A. Manage cases on behalf of customer service agents
- B. Manage major incident communication on behalf of a customer service manager
- C. Create cases on behalf of customers
- D. Create requests on behalf of customers
- E. Manage requests on behalf of customer service agents
正解: C,D
解説:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/employee-create-case-for-customer.html
質問 48
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
- A. Define the Business Pain Points
- B. Define the number of hours needed to develop the associated requirements
- C. Provide consistent service to customers
- D. Have a clear understanding of the use cases
- E. Implementation is only as good as the underlying process
正解: A,B,D,E
質問 49
What module is used to create Case Record Producers?
- A. Edit Records
- B. Record Producers
- C. Case Record Producers
- D. Maintain Records
正解: B
質問 50
What should be part of the pre-engagement collateral?
- A. Stock Keeping Unit (SKU) and pricing sheet
- B. Scoping Guide
- C. Frequently Asked Questions (FAQ)
- D. Customer Service roles template
正解: D
解説:
Explanation
質問 51
What is required to synchronize fields from a parent to a child case(s)?
- A. No action required, this is a standard Customer Service Management feature
- B. The role of sn_customerservice.customer_case_manager must be assigned
- C. Major Issue Management needs to be installed and certain properties enabled
- D. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
正解: A
質問 52
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
- A. Service Catalog
- B. Open An Incident
- C. Community
- D. Knowledge Base
正解: A,C,D
解説:
Explanation
質問 53
Which of the following are channels? (Choose two.)
- A. Contacts
- B. Chat
- C. Article
- D. Web
正解: B,D
解説:
Explanation
質問 54
Predictive Intelligence improves Case management by:
- A. Predicting Case values without manual intervention
- B. Replacing legacy routing rules
- C. Predicting what values should have gone into empty fields in historical records
- D. Reducing the number of records needed to accurately predict a value
正解: A
質問 55
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.
- A. True
- B. False
正解: A
質問 56
If the CSM Demo Data Plugin has been installed what are two options either of which will prepare that instance to be used as part of the release path to production? (Choose two.)
- A. Zboot the instance
- B. Disable the Case Interceptor
- C. Remove the Demo Data via a HI Request
- D. Clone back to this instance from a valid instance
正解: C,D
質問 57
What is the purpose of a Catalog Item variable?
- A. Allows the customer or consumer to qualify their answer
- B. Opens a chat session with customer support
- C. Allows the customer to ask a question
- D. Provides hint to the user on the field
正解: A
質問 58
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
- A. True
- B. False
正解: A
解説:
Explanation/Reference: https://docs.servicenow.com/bundle/london-customer-service-management/page/product/ customer-service-management/task/view-csm-executive-dashboard.html
質問 59
Which of the following roles cannot update a consumer's record?
- A. sn_customerservice_agent
- B. admin
- C. sn_customerservice.consumer_agent
- D. sn_customerservice_manager
正解: A
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 60
If only one user reports a content for moderation, the content will be hidden.
- A. True
- B. False
正解: B
解説:
Explanation
質問 61
From a service provider's perspective, is the following a product or an asset?
A cable modem model that the service provider sells.
- A. Product
- B. Asset
正解: A
質問 62
What role does the Engagement Manager play before the Workshop? (Choose two.)
- A. Provides answers to technical problems
- B. Assists with technical requirements
- C. Acts as intermediary
- D. Project Manager
正解: B,D
解説:
Explanation/Reference: https://jobs.jobvite.com/servicenow/job/oKxz8fwI
質問 63
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