CIS-CSM Free Practice Test

Based on which out-of-box attributes can Special Handling Notes be applied to cases? Choose 3 answers

1. A. Product Model
2. B. Account
3. C. Service Contract
4. D. Contact
5. E. Install Base Item

Correct Answer: ABD
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/c_OnScreenAlerts.html

Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)

1. A. Apply Role by Customer
2. B. Auto Assessment
3. C. Change Update to Close
4. D. Update Case Entitlement

Correct Answer: BD
Source: https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service- management/reference/r_BRIWCustomerService.html

The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)

1. A. Web
2. B. Social
3. C. Chat
4. D. Email

Correct Answer: CD

Reference: https://docs.servicenow.com/bundle/madrid-customer-service- management/page/product/
customer-service-management/concept/c_CustomerPortalOverview.html

If only one user reports a content for moderation, the content will be hidden.

1. A. True
2. B. False

Correct Answer: B

Reference: https://docs.servicenow.com/bundle/orlando-customer-service- management/page/product/
customer-communities/task/approve-reject-content.html

Customer Service Trending Topics is a capability that enables companies to use Predictive Intelligence to quickly pinpoint factors driving up case volume and act to mitigate them. Which of the following would be a benefit of using Predictive Intelligence Customer Service Trending Topics?

1. A. A guaranteed reduction in call volume per month
2. B. Eliminate the need for more traditional performance analytics
3. C. Auto-generate clusters of cases that point to similar underlying issues
4. D. Create root cause solutions for similar cases

Correct Answer: C
https://evantage.gilmoreglobal.com/reader/books/SN-CSMI-T010-PG- E/pageid/156