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ServiceNow Certified Implementation Specialist - Customer Service Management Exam

  • Exam Number/Code : CIS-CSM
  • Exam Name : ServiceNow Certified Implementation Specialist - Customer Service Management Exam
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NEW QUESTION: 1
Problem Statements
Two users who recently joined the company's finance department report that they are not able to use their Aries phones even when they tether the phone to their computer.
You need to implement voice resiliency for international calls.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Answer:
Explanation:

Explanation

Topic 4, Tailspin toys
Tailspin toys is a toy manufacturer. The company headquarters is located in Melbourne. The company has a design and development office located in Singapore. The company also has branch offices in Hong Kong, Jakarta, Tokyo, Sydney, and Auckland. Tailspin Toys has implemented Skype for Business Server 2015 and is actively using instant messaging (IM), presence, peer-to peer audio and video, conferencing, remote access, and federation. The company uses Exchange Online.
The number of users in each office is shown in the following table:

Existing Environment
Networks
You have the following networks:

The network latency between each branch site and the central site is more than 25ms. Based on the network latency, you use the RTAudio codec for all public switched telephone network (PSTN) calls from the branch sites.
All Windows desktop client computers run Windows 7, Windows 8.1, or Windows 10 and are domain joined.
Skype for Business
Singapore and Melbourne each have the following Skype for Business Server 2015 components:
A front-end pool with three front-end servers
A back-end pool that is configured as a two server SQL AlwaysOn availability group A single Edge Server A single Reverse Proxy server A single Office Web App server Tailspin Toys currently uses a third-party dial-in conferencing provider. Moving dial-in conferencing from the third-party dial-in conferencing provider to the new Skype for Business solution will add a maximum concurrency of 50 PSTN calls to the Melbourne and Singapore sites, respectively.

PBX and Dial plans
The following table shows the call load for the existing IP PBX solution:

The following table details the Dial Plan for the Sydney office:

User issues
Users report the following issues:
Users in Hong Kong report issues with media quality when using Skype for Business conferencing features.
Users who need to use Call Via Work report that this option is not visible in their desktop client.
Users in the Auckland office report issues regarding call quality. You identify that the issue relates to use of non-qualified devices. You purchase new qualified devices and have delivered the device to the Auckland office.
After the migration from the existing IP-PBX, users in Sydney report that they cannot make calls to mobile numbers.
User1 is located in the Auckland office. User1 reports persistent call quality issues. You generate the following diagnostic report for User1:
Caller Device and Signal Metrics:

Audio Stream (Caller->Callee)

Audio Stream (Callee -> Caller)

Requirements
Business Requirements
You have the following business requirements:
You must centralize voice services and reduce the costs associated with long distance and international calls.
You must implement a single voice solution across the enterprise.
Any planned changes to the solution must minimize administrative and financial costs.
Executives must be allowed to use third party tablets and mobile devices.
Executives must be able to receive inbound calls even under bandwidth constrained situations.
Technical Requirements
You have the following technical requirements. The new Skype for Business solution needs to replace the existing third-party party dial-in conferencing provider.
Network requirements:
Prioritize Skype for Business traffic on the network where possible.
Avoid over-subscription on bandwidth constraint network sites.
Unified Messaging requirements:
Tailspin toys prefers to use voice mail as part of Exchange Online.
Enterprise Voice requirements:
Provide enterprise voice to all users in all locations.
Ensure that the solution is highly available.
PSTN connections must be centralized to Melbourne and Singapore.
You must implement Call Via Work functionality for specific users.

NEW QUESTION: 2

SQL> SELECT name, active_sessions, queue_length,
consumed_cpu_time, cpu_waits, cpu_wait_time
FROM v$rsrc_consumer_group;


A. Option C
B. Option B
C. Option E
D. Option A
E. Option D
Answer: A,C

NEW QUESTION: 3
Refer to the exhibit.

An IP SLA was configured on router R1 that allows the default route to be modified in the event that Fa0/0 loses reachability with the router R3 Fa0/0 interface. The route has changed to flow through router R2. Which debug command is used to troubleshoot this issue?
A. debug ip routing
B. debug ip packet
C. debug ip sla error
D. debug ip flow
Answer: A
Explanation:
Explanation
debug ip routing This command enables debugging messages related to the routing table.

NEW QUESTION: 4
Which of the following statements about a BAM is correct?
A. There will be one BAM for each business perspective.
B. The BAM is concerned with who carries out the activities.
C. The BAM is concerned with where activities are carried out.
D. The BAM is an AS-IS model of the real world.
Answer: A