ServiceNow CIS-CSM 問題集

質問 1：
How many active OpenFrame configurations can you have on an instance?
A. 2
B. 3
C. Unlimited
D. 1
正解：C

質問 2：
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
A. Apply Role by Customer
B. Auto Assessment
C. Change Update to Close
D. Update Case Entitlement
正解：B,D
解説: (Topexam メンバーにのみ表示されます)

質問 3：
Once a major case candidate is approved a major case is created. What then happens to the customer case?
A. The customer case becomes a child case of the major case
B. The customer case will be automatically closed
C. The customer case becomes the parent case of the major case
D. The customer case will automatically be related to a problem
正解：C

質問 4：
Which of the following are true regarding the Community Portal application? (Choose two.)
A. It is available to any customer with a Community license
B. Most of the configuration does not require System Administrator role
C. It is only available to CSM license holders
D. It is available by default with the Support and Service portals
正解：A,C
解説: (Topexam メンバーにのみ表示されます)

質問 5：
What are the recommended good practices when running implementation workshops?
Choose 3 answers
A. Enforce customers to adapt their processes towards the baseline processes
B. Any financial implication of a decision should be handled by the delivery and sales team
C. Guide the customer toward industry best practices
D. Engage with customers to gain deep understanding of their organization
E. Give the customers the data they need so they can make an informed decision
正解：C,D,E

質問 6：
Viewing a customer's install base in the CSM Workspaces enables customer service agents to: (Choose two.)
A. Close an upsell of related products and services not yet purchased by a customer Most Voted
B. See the detailed configurations of the products and services deployed for a customer to determine the action needed Most Voted
C. Monitor related operational services and configuration items that affect service health
D. Trace Information provided in a case to the right product or service to which it relates
正解：A,B

質問 7：
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 8：
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 9：
Which feature provides easy-to-configure integrations between the Now Platform and third-party Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) tools or platforms?
A. Active Directory
B. Import Sets
C. Web Services
D. Integration Hub
正解：D