Cis Csm 200 Questions And Answers

EXAMS AND CERTIFICATIONS 200 Terms | Cis Csm 200 Questions And Answers

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Terms in this set 200

What are the different resource matching methods on the Matching Rule form? (Choose four.)
a. Simple
b. Advanced
c. Selection Criteria
d. Skill
e. Affinity
f. Scripted

a. Simple
b. Advanced
c. Selection Criteria
f. Scripted

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

A. It increases security by automatically granting access to cases based on access to sold product.
D. It improves the customer experience by enabling related parties to track and collaborate on cases.

What can a person assigned with the customer role access on the customer service portal by default? (Choose three.)
a. Cases
b. Related parties
c. Assets
d. Social profiles
e. Sold products

a. Cases
c. Assets
e. Sold products

Which ServiceNow products can be integrated out-of-the-box with CSM? (Choose three.)
A. ITOM Event Management
B. Risk Management
C. Strategic Portfolio Management
D. DevOps
E. Financial Management

A. ITOM Event Management
C. Strategic Portfolio Management
E. Financial Management

Which roles are responsible for maintaining account team membership? (Choose two.)
A. Customer Admin [sn_customerservice.customer.admin]
B. Customer Case Manager [sn_customerservice.customer_case_manager]
C. System Administrator [admin]
D. Customer Service Manager [sn_customerservice_manager]

C. System Administrator [admin]
D. Customer Service Manager [sn_customerservice_manager]

When working with case types, what is the lowest level in the case type hierarchy called?
A. Sub-level
B. Leaf-level
C. Decision-level
D. Base-level

B. Leaf-level

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

B. Define Assignment Rules

What does viewing a customer's install base enable customer service agents to do? (Choose two.)
A. See the detailed configurations of the products and services deployed for a customer to determine the action needed
B. Monitor alerts for operational services and configuration items that affect service health
C. Trace information provided m a case to the right product or service to which it relates
D. Close an upsell of related products and services not yet purchased by a customer

A. See the detailed configurations of the products and services deployed for a customer to determine the action needed
C. Trace information provided in a case to the right product or service to which it relates

To which recipient types can targeted communications (publications) be sent? (Choose two.)
A. Outsourced Service Providers
B. Contacts
C. Internal users
D. Households

B. Contacts
C. Internal users

Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)
A. Can research questions issues, or problems, and create view and edit cases for only their own accounts
B. Can assign the roles to other contacts in the same account
C. Can view assets belonging to their account
D. Can edit information or roles for existing contacts

A. Can research questions issues, or problems, and create view and edit cases for only their own accounts
C. Can view assets belonging to their account

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