ServiceNow CIS-CSM 問題集

質問 1：
Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)
A. Knowledge articles
B. Consumer service portal
C. Service catalog
D. Customer service portal
E. Communities
正解：A,C,E

質問 2：
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 Escalations
B. Request Records and Escalations
C. Problem Records and Incident Records
D. Change Records and Request Records
正解：D

質問 3：
Which role must B2B and B2C customers obtain, at a MINIMUM, to have access to a ServiceNow instance?
A. Account Contact (sn_cusiometservice.accouni_contactf
B. External (snc_external)
C. Case Creator (sn_customer service, case creator)
D. Cusiomer(sn_customerservice.customer)
正解：B

質問 4：
Name a security benefit gained from using scoped applications:
A. Limits accessibility to other applications in the Instance
B. Prevents changes to tables without explicit permission from IT
C. Limits the number of update sets that can be applied
D. Prevents third party Integrations
正解：A

質問 5：
Which combination of roles is restricted for security purposes?
A. snc_internal and sn_customerservice.partner_admin
B. snc_internal and sn_customerservice.consumer_agent
C. snc_external and sn_customerservice customer
D. snc_internal and sn_customerservice__agent
正解：A

質問 6：
Out-of-the-box. cases are automatically closed after how many days?
A. 10 days
B. 5 days
C. Cases are not automatically closed by default
D. 3 days
正解：C

質問 7：
By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)
A. Products Most Voted
B. Assets Most Voted
C. Contacts
D. Contracts
E. Publications Most Voted
正解：A,B,E

質問 8：
What is knowledge article versioning?
A. A content tracker for knowledge articles
B. A knowledge article numbering guide
C. A knowledge article publishing guide
D. The ability to manage and track article updates Most Voted
正解：A

質問 9：
Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?
A. The create contact (consumer) feature is not available in any of the CSM Workspaces
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 only available in the CSM Configurable Workspace Most Voted
正解：D