Servicenow passcert cis-csm Based On Real Exam Environment by Matthias q40 vce pdf

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Exam Name:	ServiceNow Certified Implementation Specialist - Customer Service Management Exam
Exam Code:	CIS-CSM Dumps
Vendor:	ServiceNow	Certification:	CIS-Customer Service Management
Questions:	229 Q&A's	Shared By:	matthias

Question 16

Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. Which of the following statements is correct for CIs and assets?

Options:

The contract and entitlements of an asset dictate whether or not it is stored in the CMDB

The CMDB only tracks CIs, assets cannot be CIs

While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs

The CMDB tracks all assets as configuration items (CIs)

Discussion

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Question 17

Proactive Customer Service Operations works Event Management to proactively monitor and fix issues affecting customers. It can also trigger case workflow’s and enable organizations to notify customers whose services or products are impacted by an outage or issue. What are the three main components that make up Proactive Customer Service Operations? (Choose three.)

Options:

Proactive Prevention

Service-Aware Install Base Most Voted

Service Reporting

Proactive Case Most Voted

Service-Aware CMDB

Service Monitoring

Discussion

Question 18

Access to a Knowledge base or Article can be restricted based on a customer’s assets and the product models using which of the following? (Choose two.)

Options:

Knowledge Product Entitlements

Data Policy

ACL

User Criteria

Discussion

Question 19

What is KCS (Knowledge Centered Services)?

Options:

A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management

A documented methodology to provide a set of best practices for creating and maintaining knowledge Most Voted

A dashboard with specific visualization of the different knowledge bases and categories