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

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Question # 17

What are benefits of me Conversation History feature? (Choose two.)

Shorter calls for agents by reducing the time to search for information

A customized admin chat toolbar with emojis for agents to use in chat messages

Improved customer satisfaction as agents can respond to and resolve customer issues faster

Better language management by flagging key words and alerting chat managers when agents use one or more of those words

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Question # 18

What role does the Engagement Manager play before the Workshop? (Choose two.)

Project Manager

Acts as intermediary

Provides answers to technical problems

Assists with technical requirements

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Question # 19

Which of the following are correct for parent/child synchronization? (Choose two.)

Multiple child cases can be managed from a parent case as in Major Issue Management

The Administrator can choose which fields to synchronize from parent to child cases

Parent to child cases can be synchronized regardless of which state the case is in

The property to synchronize parent to child cases is automatically enabled

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Question # 20

Based on which out-of-box attributes can Special Handling Notes be applied to cases?

Choose 3 answers

Product Model

Account

Service Contract

Contact

Install Base Item

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Question # 21

What are the Forum User Types? (Choose three.)

Admin

Registered

Public

Custom

Moderator

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Question # 22

Which feature allows for the creation and management of product data and relationships within the CSM application?

Product Model management

Demand Management

Problem Management

Incident Management

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Question # 23

What allows the implementation of phases and tasks to meet performance goals track progress and measure success?

Performance Analytics Spotlight

Scheduled Reporting

Service Level Agreement Tasks

Continual Improvement Management

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Question # 24

An account is a supported external customer and a contact is a user who is an employee of an account. How many accounts can a contact be associated with?

One

Two

Three

Multiple

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