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

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Question # 57

Major Issue Management uses which one of the following capabilities?

Governance Risk and Control

Targeted Communications

Asset management

Record producers

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Question # 58

The case digests feature includes which types of case communication? (Choose two.)

Case Lifecycle Reports

Case Action Summaries Most Voted

Post Case Reviews Most Voted

Case Post Mortem

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Question # 59

After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?

Customer Service Historic Data Collection

Customer Service Initial Data Collection

Customer Service Daily Data Collection

Customer Service Case Data Collection

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Question # 60

Whatâ€™s the purpose of the Deactivate Special Handling Notes Scheduled Job?

Runs at the end of the month and deactivates all Special Handling notes more than 30 days old

Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by the end of the week

Runs on demand by the System Admin who must set specific weekly schedules and set only those that are priority 1-critical to be deactivated

Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates

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Question # 61

How can multiple service catalogs be made available on the Customer Service Portal?

Include them in the list of service catalogs on the Customer Service Portal record

Add them to the list of service catalogs in the Customer Service Portal header widget options

Create user criteria for each of the applicable service catalogs

Only the Customer Service service catalog can be used on the Customer Service Portal

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Question # 62

Customer Service Trending Topics is a capability that enables companies to use Predictive Intelligence to quickly pinpoint factors driving up case volume and act to mitigate them. Which of the following would be a benefit of using Predictive Intelligence Customer Service Trending Topics?

A guaranteed reduction in call volume per month

Eliminate the need for more traditional performance analytics

Auto-generate clusters of cases that point to similar underlying issues

Create root cause solutions for similar cases

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Question # 63

Which roles are considered external?

Choose 2 answers

Partner Admin (sn_customerservice. partner_admin)

Customer Admin (sn_cuslomerservlce.customet_admin)

Customer Service Agent (sn_customerservice_agent)

Consumer Support Agent (sn_customerservice.consumer_agent)