This page was exported from IT certification exam materials [ http://blog.dumpleader.com ] Export date:Sat Jan 18 10:11:16 2025 / +0000 GMT ___________________________________________________ Title: Practice Test for CIS-CSM Certification Real 2022 Mock Exam [Q24-Q39] --------------------------------------------------- Practice Test for CIS-CSM Certification Real 2022 Mock Exam Prepare For Realistic CIS-CSM Dumps PDF - 100% Passing Guarantee QUESTION 24What are some benefits that Knowledge Product Entitlement provide? (Choose three.)  Reduces call volume  Information about customer’s service contract  Makes it easier for Agents to manage case volume  Allows access to Knowledge Articles that are related to products owned by a customer QUESTION 25Agents and managers cannot create knowledge articles from Community questions.  True  False The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit, and retire knowledge articles that they are associated with.Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/task/create-knowledge-article.htmlQUESTION 26Which of the following are channels? (Choose two.)  Contacts  Web  Chat  Article QUESTION 27From a service provider’s perspective, is the following a product or an asset?A cable modem model that the service provider sells.  Product  Asset ExplanationQUESTION 28Information about a customer’s service contract is found in Knowledge.  False  True Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/c_ContractsAndEntitlements.htmlQUESTION 29Contextual Search framework is used for providing Knowledge search results in which of these scenarios?  Entering question in portal only  Record Producer only  Both portal question entry and Record Producer  None of the above Explanation/Reference: https://docs.servicenow.com/bundle/madrid-platform-administration/page/administer/ contextual-search/concept/c_DefineContextualSearch.htmlQUESTION 30Which are the key self-service functions of the Customer Support Portal? (Choose three.)  Community  Knowledge Base  Open An Incident  Service Catalog QUESTION 31Major Issue Management uses which one of the following capabilities?  Governance Risk and Control  Targeted Communications  Asset management  Record producers QUESTION 32What should be part of the pre-engagement collateral?  Frequently Asked Questions (FAQ)  Scoping Guide  Customer Service roles template  Stock Keeping Unit (SKU) and pricing sheet ExplanationQUESTION 33What one of the following is optional when creating a Catalog workflow?  Publishing the workflow  Defining workflow activities  Approving the workflow  Managing workflow versions ExplanationQUESTION 34Which are the key self-service functions of the Customer Support Portal? (Choose three.)  Community  Knowledge Base  Open An Incident  Service Catalog ExplanationQUESTION 35Articles can provide the following: (Choose three.)  Document current and known issues  Provide answers and responses to common issues or questions  Information about customer’s service contract  Share product information Explanation/Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/topic/p_KnowledgeManagment.htmlQUESTION 36What role does the Engagement Manager play before the Workshop? (Choose two.)  Project Manager  Acts as intermediary  Provides answers to technical problems  Assists with technical requirements QUESTION 37Which of the following are best practice with regard to data imports? (Choose two.)  When importing to multiple instances import to each instance separately.  Use ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather than in the legacy repository.  Ensure the field data lengths in ServiceNow are adequate for the imported data because ServiceNow does not automatically adjust the length.  Images embedded in Knowledge Articles should be uploaded separately QUESTION 38Which of the following are channels? (Choose two.)  Contacts  Web  Chat  Article ExplanationQUESTION 39Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)  Case Escalation  Case State  Case Categorization  Case Prioritization  Loading … Download CIS-CSM Exam Dumps Questions to get 100% Success: https://www.dumpleader.com/CIS-CSM_exam.html --------------------------------------------------- Images: https://blog.dumpleader.com/wp-content/plugins/watu/loading.gif https://blog.dumpleader.com/wp-content/plugins/watu/loading.gif --------------------------------------------------- --------------------------------------------------- Post date: 2022-09-01 15:23:57 Post date GMT: 2022-09-01 15:23:57 Post modified date: 2022-09-01 15:23:57 Post modified date GMT: 2022-09-01 15:23:57