Online Access Free CIS-CSM Practice Test

Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident. Problem and Change forms. What do you recommend to your customer?

• A.Add a Show field to the base cmdb table: Check the Show box on those CI records they want to display; make reference qualifier to display only the CIs with show=true
• B.Use the Principal CI class checkbox, to identify the CI classes that they want visible on the Incident, Problem, and Change forms Most Voted
• C.Make a show/hide UI action to show only the desired CIs to the itil users
• D.Create an Access control to hide the unnecessary CIs from the itil users

What are features of Customer Service Management? (Choose four.)

• A.Service Entitlements
• B.Skills-based routing
• C.Demand Management
• D.Service Contracts
• E.Service Prospecting
• F.Real-time SLAs
• G.Timed Audits

When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?

• A.Additional comments
• B.Social Logs
• C.Social Profiles
• D.Work notes
• E.Social Channels

Agents and managers cannot create knowledge articles from Community questions.

• A.False
• B.True

Read the use case below to determine if the customer service relationship is B2B or B2C.
Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage is local to the customer and scheduled a technician to Mary's house.

• A.B2B
• B.B2C