Cis Csm Exam 104 Questions And Answers
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Terms in this set
104
Which Business Rules are part of the Customer Service Management baseline configuration?
Auto Assessment + Update Case Entitlement
What should be part of the pre-engagement collateral?
Scoping
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
Both portal question entry and Record Producer
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
Imported external articles appear as attachments in ServiceNow +Only applications that allow WebDAV connections can be integrated
What are the characteristics of Knowledge Categories?
B. Shareable across KBs: No ; Multi-Level: Yes
Users with the sn_customerservice.proxy_contact role can do which of the following?
Create cases on behalf of customers + Create requests on behalf of customers
What one of the following is optional when creating a Catalog workflow?
managing workflow versions
Which social media channels are NOT available out-of-box?
none of the above
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
Selecting all the groups
What are features of Customer Service Management?
Service Entitlements, Real time SLA, Service Contracts, Skill Based Routing