CIS - CUSTOMER SERVICE MANAGEMENT SERVICENOW UPDATED QUESTIONS AND CORRECT ANSWERS

CIS - CUSTOMER SERVICE MANAGEMENT SERVICENOW
UPDATED QUESTIONS AND CORRECT
ANSWERS

Question:
1. 1. Which of the following are channels?
Answer:
Web, Chat

Question:
2. o What is required to enable the Follow the sun field on the Customer Service Case form?
Answer:
The value property on the form must be set to true and the field added to the case form

Question:
3. o How many outbound email accounts are supported?
Answer:
One

Question:
4. o What should be emphasized when designing solutions?
Answer:
Minimize customizations, Focus Out-of-the-box functionality, Design for Scalability

Question:
5. oWhat do blue circles in the timeline of a case form represent?
Answer:
State

Question:
6. Predictive Intelligence improves Case management
Answer:
Predicting Case values without manual intervention

Question:
7. What are default channels from the portal?
Answer:
Web, Chat, Email

Question:
8. Which social media channels are NOT available out-of-box?
Answer:
Facebook, Twitter, LinkedIn

, Question:
9. Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence
supports which of the following decisions?
Answer:
Case Categorization & Case Prioritization

Question:
10. What is the purpose of a Catalog Item variable?
Answer:
Allows the consumer to qualify their answer

Question:
11. In the Customer Service Management space, what does the term asset management mean?
Answer:
Financial, contractual and inventory information of assets

Question:
12. What should be part of the pre-engagement collateral?
Answer:
Customer Service roles template

Question:
13. What are the key self-service functions of the Customer Support Portal?
Answer:
Community, Knowledge Base, Service Catalog

Question:
14. Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
Answer:
Create cases on behalf of customers, Create requests on behalf of customers

Question:
15. What are the conditions that matching rules are based on?
Answer:
Agent resources best suited to work on a case, Specific case attributes

Question:
16. What cannot be done from FSM mobile while offline?
Answer:
Open Work Orders

Question:
17. What is required to synchronize fields from a parent to a child case(s)?
Answer:
Major Issue Management needs to be installed and certain properties enabled