最新的CIS-Customer Service Management認證 CIS-CSM考試題庫

問題1

Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance?
Choose 2 answers

A. Store APPs

B. XML unloads

C. Update Sets

D. Plugins

正確答案: A,D

說明：（僅 VCESoft 成員可見）

問題2

Customer Service Trending Topics is a capability that enables companies to use Predictive Intelligence to quickly pinpoint factors driving up case volume and act to mitigate them. Which of the following would be a benefit of using Predictive Intelligence Customer Service Trending Topics?

A. Auto-generate clusters of cases that point to similar underlying issues

B. A guaranteed reduction in call volume per month

C. Create root cause solutions for similar cases

D. Eliminate the need for more traditional performance analytics

正確答案: A

說明：（僅 VCESoft 成員可見）

問題3

Customer service personnel who are allocated the customer service agent (sn_customerservice_agent) role are responsible for which of the following tasks? (Choose four.)

A. Approve customer contacts

B. Propose major cases

C. View, edit, and work on cases

D. Manage customer entitlements

E. Assist customers with questions, issues and problems

F. Create cases

正確答案: B,C,E,F

問題4

After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?

A. Customer Service Initial Data Collection

B. Customer Service Case Data Collection

C. Customer Service Daily Data Collection

D. Customer Service Historic Data Collection

正確答案: D

問題5

What is the most efficient way to get cases to be dosed automatically after a few days?

A. Activate the Auto Close Resolved Cases flow

B. Create a workflow associated with cases with a timer that changes the state after a few days

C. Create a Scheduled job that looks at the resolved_at date

D. Set the property glide.auto.close.cases resolved to true

正確答案: A

問題6

What allows the implementation of phases and tasks to meet performance goals track progress and measure success?

A. Continual Improvement Management

B. Service Level Agreement Tasks

C. Performance Analytics Spotlight

D. Scheduled Reporting

正確答案: A

問題7

Name a security benefit gained from using scoped applications:

A. Prevents third party Integrations

B. Limits accessibility to other applications in the Instance

C. Prevents changes to tables without explicit permission from IT

D. Limits the number of update sets that can be applied

正確答案: B

問題8

What are the types of units used in counting for entitlements in ServiceNow?
And the options are:

A. Tasks and Projects

B. Incidents and Problems

C. Requests and Changes

D. Cases and Hours

正確答案: D

問題9

Which feature allows for the creation and management of product data and relationships within the CSM application?

A. Demand Management

B. Problem Management

C. Product Model management

D. Incident Management

正確答案: C

問題10

Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

A. Create cases on behalf of customers

B. Manage cases on behalf of customer service agents

C. Manage major incident communication on behalf of a customer service manager

D. Create requests on behalf of customers

E. Manage requests on behalf of customer service agents

正確答案: A,D

說明：（僅 VCESoft 成員可見）

問題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. Multiple child cases can be managed from a parent case as in Major Issue Management

C. The property to synchronize parent to child cases is automatically enabled

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

正確答案: A,B

說明：（僅 VCESoft 成員可見）

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