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CIS-CSM Exam Dumps - ServiceNow Certified Implementation Specialist - Customer Service Management Exam

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Question # 73

Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)

A.

Apply Role by Customer

B.

Auto Assessment

C.

Change Update to Close

D.

Update Case Entitlement

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Question # 74

When working with communication channels, what inbound email flows are available by default? (Choose two.)

A.

Create case for product

B.

Create case for asset

C.

Update case from forward email

D.

Create case from email

E.

Update case using reply

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Question # 75

Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)

A.

Create Contact

B.

Check Case Status

C.

Close Case

D.

Get Help with an Order

E.

Get Help with an Asset

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Question # 76

Which of the following statements is correct with regards to partners vs. third-parties in ServiceNow's CSM application?

Choose 2 answers

A.

A partner does not own any of the products or services provided by their partnering organization, instead they help to sell, deliver, and support them on their behalf.

B.

A partner will own the relationship with their customer

C.

A partner and a third party are the same in ServiceNow's CSM application.

D.

A partner does not own the relationship with a customer. This relationship is owned by the organization they are partnering.

E.

A partner is an organization that has been contracted to sell products and services they have actually purchased from another organization.

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Question # 77

Which one is NOT a dependency for the Customer Service Plugin?

A.

Task Activities

B.

Skills Management

C.

Openframe

D.

Communities

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