CIS-CSM無料問題集「ServiceNow Certified Implementation Specialist

質問 1

Customer Service Management Administrators can delegate Contact Administration activities to specific contacts within accounts by assigning specific roles to one or more users. Which of the following roles, if assigned, would allow the user to create contacts?

（A）Customer admin (sn_customerservice.customer_admln) Most Voted

（B）Customer case manager (sn_customerservice.customer_case_manager)

（C）Customer account manager (sn_customerservice.customer_account_manager)

（D）Customer (sn_customerservice.customer)

正解：A 解答を投票する

質問 2

Which table must be extended when creating a new case type?

（A）Task (task)

（B）Case Type (sn_case_type)

（C）Case Task (sn_customerservice_case_task)

（D）Case (sn_customerservice_case)

正解：D 解答を投票する

質問 3

External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals. What can they approve in relation to cases via the portals?

（A）Problem Records and Incident Records

（B）Change Records and Request Records

（C）Problem Records and Escalations

（D）Request Records and Escalations

正解：B 解答を投票する

質問 4

Based on which out-of-box attributes can Special Handling Notes be applied to cases?
Choose 3 answers

（A）Product Model

（B）Account

（C）Service Contract

（D）Contact

（E）Install Base Item

正解：A、B、D 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 5

Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

（A）False

（B）True

正解：A 解答を投票する

質問 6

Asset classes are defined to allow for logical grouping of assets. There are five asset classes provided to group assets, each Asset class provides unique functionality for that group of Assets in the platform. Which of the following are the asset classes used? (Choose five.)

（A）Facility assets Most Voted

（B）Software licenses assets Most Voted

（C）Consumables assets

（D）Configuration assets

（E）Hardware assets Most Voted

（F）Network assets

（G）Enterprise Software assets Most Voted

正解：A、B、C、E、G 解答を投票する

質問 7

A contact can submit a self-registration request from the customer portal with a registration code. Which of the following roles can approve the request? (Choose three.)

（A）Customer service manager (sn_customerservice_manager)

（B）Partner administrator [sn_customerservice.partner_admon] Most Voted

（C）System administrator (admin) Most Voted

（D）Service organization administrator (sn_customerservice.service_organization_admin)

（E）Customer administrator (sn_customerservice.customer_admin) Most Voted

正解：B、C、E 解答を投票する

質問 8

What is required to enable the Follow the sun field on the Customer Service Case form?

（A）Nothing, it is a standard field

（B）The value property on the form must be set to true and the field added to the case form

（C）The value property on the form must be set to true

（D）The plugin 'com.snc.csm_time_recording' needs to be activated

正解：B 解答を投票する

質問 9

To which recipient types can targeted communications (publications) be sent? (Choose two.)

（A）Internal users

（B）Households

（C）Outsourced Service Providers

（D）Contacts

正解：A、D 解答を投票する

質問 10

What is the purpose of the Guided Decisions capability?

（A）Dynamically guide agents to help resolve complex cases

（B）Provide agents with a knowledge guide

（C）Provide agents with an escalation guide

（D）Guide agents through account management

正解：A 解答を投票する

質問 11

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

（A）Parent to child cases can be synchronized regardless of which state the case is in

（B）The property to synchronize parent to child cases is automatically enabled

（C）Multiple child cases can be managed from a parent case as in Major Issue Management

（D）The Administrator can choose which fields to synchronize from parent to child cases

正解：A、C 解答を投票する

解説: (JPNTest メンバーにのみ表示されます)

質問 12

From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case?
(Choose three.)

（A）Incident

（B）Chat

（C）Customer Service Application

（D）Account

（E）Special Handling Note

正解：B、C、D 解答を投票する

質問 13

Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)

（A）Partner Service

（B）Customer Service

（C）Consumer Service

（D）Product Service

正解：A、B 解答を投票する

質問 14

How many active OpenFrame configurations can you have on an instance?

（A）Unlimited

（B）3

（C）1

（D）2

正解：A 解答を投票する

質問 15

What are the Forum User Types? (Choose three.)

（A）Moderator

（B）Registered

（C）Public

（D）Admin

（E）Custom

正解：A、B、C 解答を投票する

質問 16

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）Customer (sn_suctomservice.customer)

（B）Consumer (sn_customservice.consumer)

（C）External (snc_external)

（D）Proxy Contact (sn_customservice.proxy_contact)

正解：D 解答を投票する

質問 17

The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.

（A）False

（B）True

正解：B 解答を投票する

質問 18

Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
Options are :

（A）Yes

（B）I don't know

（C）Maybe

（D）No

正解：A 解答を投票する

質問 19

Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?

（A）The create contact (consumer) feature is only available in the CSM Configurable Workspace Most Voted

（B）The create contact (consumer) feature is available in all CSM Workspaces

（C）The create contact (consumer) feature is only available in the Agent Workspace

（D）The create contact (consumer) feature is not available in any of the CSM Workspaces

正解：A 解答を投票する

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

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