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

Go to page:

<< First
Prev
1
2
3
4
5
6
7
8
9
10
Next
Last >>

Question # 25

Which roles are responsible for maintaining account team membership? (Choose two.)

Customer Admin [sn_customerservice.customer.admin]

Customer Case Manager [sn_customerservice.customer_case_manager]

System Administrator [admin]

Customer Service Manager [sn_customerservice_manager]

Full Access

Question # 26

Match the definitions for roles relationships.

Hot Area:

Full Access

Question # 27

To which entities can Special Handling Notes be applied out of the box?

Consumer

Entitlement

Sold Product

Full Access

Question # 28

If only one user reports a content for moderation, the content will be hidden.

True

False

Full Access

Question # 29

What are the three out-of-the-box playbooks for CSM?

Choose 3 answers

Case Playbook for product Support

Case playbook for Onboarding

Case playbook for Billing

Case playbook for Accounts

Case playbook for Complaints

Full Access

Question # 30

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

Timed Audits

Service Entitlements

Demand Management

Service Prospecting

Real-time SLAs

Service Contracts

Skills-based routing

Full Access

Question # 31

Proactive Customer Service Operations works Event Management to proactively monitor and fix issues affecting customers. It can also trigger case workflowâ€™s and enable organizations to notify customers whose services or products are impacted by an outage or issue. What are the three main components that make up Proactive Customer Service Operations? (Choose three.)

Proactive Prevention

Service-Aware Install Base Most Voted

Service Reporting

Proactive Case Most Voted

Service-Aware CMDB

Service Monitoring

Full Access

Question # 32

Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?

The field is not based of the customers profile time zone

The field is active in the base form

The field is always based on the system time zone