CIS-CSM Practice Test

CIS-CSM Practice Test practice questions, page 5 of 12, with answer review and explanations.

Question 21

What are the characteristics of Knowledge Categories?

  1. Shareable across KBs: Yes ; Multi-Level: No
  2. Shareable across KBs: No ; Multi-Level: Yes
  3. Shareable across KBs: No ; Multi-Level: No
  4. Shareable across KBs: Yes ; Multi-Level: Yes

Question 22

Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

  1. Manage cases on behalf of customer service agents
  2. Create cases on behalf of customers
  3. Manage requests on behalf of customer service agents
  4. Create requests on behalf of customers
  5. Manage major incident communication on behalf of a customer service manager

Question 23

What is the purpose of a Catalog Item variable?

  1. Grants the customer the opportunity to ask a question
  2. Opens a wizard to help a customer fill in a case form
  3. Guides a customer by providing hints on case forms
  4. Allows the customer or consumer to qualify their answer

Question 24

What one of the following is optional when creating a Catalog workflow?

  1. Publishing the workflow
  2. Defining workflow activities
  3. Approving the workflow
  4. Managing workflow versions

Question 25

What module is used to create Case Record Producers?

  1. Case Record Producers
  2. Edit Records
  3. Record Producers
  4. Maintain Records