ServiceNow CIS-CSM 問題集

質問 1：
What functionality is required to automatically close resolved cases if customers do not respond within a specified time?
A. Auto Close Resolved Cases Business Rule
B. Auto Close Resolved Cases Workflow
C. Auto Close Resolved Cases Flow Designer Flow
D. Auto Close Resolved Cases Scheduled Job
正解：D

質問 2：
What role does the Engagement Manager play before the Workshop? (Choose two.)
A. Acts as intermediary
B. Assists with technical requirements
C. Project Manager
D. Provides answers to technical problems
正解：B,C

質問 3：
_____________________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.
Options are :
A. Partner [sn_customerservice.partner]
B. Consumer Agent [sn_customerservice.consumer_agent]
C. Agent [sn_customerservice_agent]
D. Customer case manager [sn_customerservice.customer_case_manager]
E. Agent manager [sn_customerservice_manager]
F. Customer administrator [sn_customerservice.customer_admin]
正解：B

質問 4：
What does the Agent Whisper function do?
A. Lets agents and requesters have a conversation without the chat supervisor knowing
B. Lets agents have chat conversations with other agents without the requester knowing
C. Lets agents and chat supervisors have a conversation without the requester knowing
D. Lets the chat supervisors have a conversation with the requester without the agent knowing
正解：C

質問 5：
Which of the following is correct regarding the social med a channel?
A. Cases can be created automatically depending on which social channel is used
B. Cases are created automatically from all of the social channels
C. Cases are NOT created automatically from any of the social channels
D. Cases cannot be created from any of the social channels
正解：A

質問 6：
Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)
A. Can view assets belonging to their account Most Voted
B. Can assign the roles to other contacts in the same account
C. Can research questions issues, or problems, and create view and edit cases for only their own accounts Most Voted
D. Can edit information or roles for existing contacts
正解：A,C

質問 7：
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 8：
Which of the following roles can update a consumer's record? (Choose two.)
A. Customer Service Agent (sn_customerservice_agent)
B. Customer (sn_customerservice.customer)
C. Consumer Support Agent {sn_customerservice.consumer_agent)
D. Customer Service Manager (sn_customerservice_manager)
正解：B,C

質問 9：
What are the three main components that make up Proactive Customer Service Operations?
Choose 3 answers
A. Service Monitoring
B. Proactive Prevention
C. Service-Aware Install Base
D. proactive Case
E. Service-Aware CMDB
F. Service Reporting
正解：C,D,F