ServiceNow CIS-CSM 問題集

質問 1：
Which of the following is correct regarding the social med a channel?
A. Cases can be created automatically depending on which social channel is used
B. Cases are created automatically from all of the social channels
C. Cases are NOT created automatically from any of the social channels
D. Cases cannot be created from any of the social channels
正解：A

質問 2：
Which social media channels are NOT available out-of-box?
A. Facebook
B. LinkedIn
C. Twitter
D. None of the above
E. All of the above
正解：B

質問 3：
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. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
C. No action required, this is a standard Customer Service Management feature
D. Major Issue Management needs to be installed and certain properties enabled
正解：D

質問 4：
What are features of Customer Service Management? (Choose four.)
A. Skills-based routing
B. Real-time SLAs
C. Service Entitlements
D. Timed Audits
E. Service Prospecting
F. Service Contracts
G. Demand Management
正解：A,B,C,G

質問 5：
The ServiceNow add-in for Microsoft Outlook enables you to manage workflows such as creating and updating contacts and cases from within Microsoft Outlook. How could this feature positively affect customer experience?
A. It can lead to taster resolution of customer issues and faster response to customer inquiries Most Voted
B. As email is being used fewer agents would be required to create cases so service costs would go down
C. It is easier to report on data in emails which means managers would be better placed to track performance
D. It would guarantee less wait time for customers who chose to call the customer service center
正解：A

質問 6：
In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?
A. Routes the chat towards another group
B. Rejects an incoming chat and moves it automatically to the general queue
C. Rolls up the current chat history towards an existing case
D. Uses response templates to Insert as text in a conversation
正解：D

質問 7：
Match the business rule to its function in the Self-Service Portal.
Hot Area:

正解：

Explanation:


質問 8：
Which entities combined together make up the Service-aware Install Base?
Choose 3 answers
A. Sold Products
B. Install Base Items
C. Configuration Items
D. Installed Products
E. Ml Assets
正解：A,C,E

質問 9：
When the virtual agent plugin is installed NLU is activated but is not available for use until what two configurations are completed?
Choose 2 answers
A. In the NLU Settings configure the Entity confidence threshold
B. Enable NLU in Virtual Agent
C. In the NLU Settings configure the Intent confidence threshold
D. Choose the NLU service provider
正解：B,D