ServiceNow CIS-CSM 問題集

質問 1：
In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)
A. Blocked by approval
B. Blocked by internally
C. Blocked internally and by customer
D. Blocked by case task
正解：B,C

質問 2：
What is KCS (Knowledge Centered Services)?
A. A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management
B. An application that helps agents and managers to create cases from Knowledge articles
C. A documented methodology to provide a set of best practices for creating and maintaining knowledge Most Voted
D. A dashboard with specific visualization of the different knowledge bases and categories
正解：C
解説: (Topexam メンバーにのみ表示されます)

質問 3：
Which of the following are benefits of customer access management? (Choose two.)
A. It defaults the responsibility for access management to the customer.
B. It improves the customer experience by enabling related parties to track and collaborate on cases.
C. It increases security by automatically granting access to cases based on access to sold product.
D. It defaults the responsibility for access management to the customer service agent.
正解：B,C

質問 4：
Which step in Advanced Work Assignment (AWA) would ensure the work was allocated to the appropriate agent?
A. Set the Agent Experience
B. Configure Service Channels
C. Define Work Item Queues
D. Define Assignment Rules
正解：D

質問 5：
Depending on which CSM workspace you are operating within, certain steps can be applied to configure the form header. Which of the following is correct regarding form headers in the CSM Configurable workspace?
A. The form header for the case form can display five levels of field values from the case table
B. The form header's primary values can be displayed in the contextual side panel instead of above the ribbon components
C. The form header's secondary values can be displayed in the contextual side panel instead of above the ribbon components
D. The form headers secondary values can only be displayed above the ribbon components
正解：C

質問 6：
Installing the Customer Service Management plugin activates:
A. Only one other plugin - Field Service Management Plugin
B. Many other plugins at the same time
C. Only two other plugins - Portal and Case Management
D. No other Plugins
正解：B

質問 7：
An Account Relationship is based on a defined account relationship type. Users with the System Administrator role can define two types of relationships:
Choose 2 answers
A. Account-to-customer
B. Partner-to-account
C. Partner-to-customer
D. Customer-to-Consumer
E. Account-to-account
正解：B,E

質問 8：
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)
A. Languages spoken by agents
B. Knowledge and skills required for agents
C. Number and type of support tools available
D. Number of customer service portals used
E. Geographical location of customer
F. Number of agents required
正解：A,B,C,F

質問 9：
When are any changes to the platform considered a customization?
A. If they are NOT applied through the usage of built-in tools on the Now Platform
B. When they require an implementation spread across all project phases
C. When there are business demands for custom functionality that is not offered out-of-the-box
D. When they are solely implemented for a custom application
正解：C