CIS-CSM Exam Dumps - ServiceNow Certified Implementation Specialist - Customer Service Management Exam
In the 'Action Status' column on a case list, what could a blue indicator dot mean?
A consumer service agent receives and accepts a case which was created by a consumer. The agent needs and requests more information from the consumer. After receiving the information, the agent proposes a solution that is accepted by the consumer Given this scenario, what is the chronological order of case states used to manage this case?
How many outbound email accounts are supported in Customer Service Management?
What criteria can be used to determine when a new inbound case should be opened?
The default configuration automatically closes resolved Cases after how many days?
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
Which of the following best describes how the CSM application uses the Asset table?
External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:
Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? (Choose three.)
Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?
What does viewing a customer’s install base enable customer service agents to do? (Choose two.)
In the Customer Service Management space, what does the term asset management mean?
_____________________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.
Options are :
If the CSM Demo Data Plugin has been installed what are two options either of which will prepare that instance
to be used as part of the release path to production? (Choose two.)
Customer Service Management Administrators can delegate Contact Administration activities to specific contacts within accounts by assigning specific roles to one or more users. Which of the following roles, if assigned, would allow the user to create contacts?
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
What are the different resource matching methods on the Matching Rule form?
Choose 3 answers
Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance?
Choose 2 answers
To which recipient types can targeted communications (publications) be sent? (Choose two.)
Which step in Advanced Work Assignment (AWA) would ensure the work was allocated to the appropriate agent?
Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?
What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?
A customer service agent wants to escalate an account but is unable to use the Escalate Account related link on the Account form. What could be the reasons why the customer service agent is not able to use it? (Choose two.)
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
Which of the following is a required field in the Resolution Information tad in order to close a case?
Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?
Depending on the CSM application configurations, cases can be assigned to agents manually or by using auto-assignment. Which routing and assignment features leverage matching rules? (Choose two.)
What are the types of matching criteria for Customer Service? (Choose four.)
In Advanced Work Assignment, what does the overflow assignment capability do, if defined?
What are the three main components that make up Proactive Customer Service Operations?
Choose 3 answers
What is a limitation regarding synchronization between a case and its associated work order?
What features are included with the Customer Service Portal?
Choose 3 answers
Which of the following are benefits that may be gained from using communities?
Choose 3 answers
Which of the following statements is correct regarding product models in CSM?
From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case? (Choose three.)
Who can create a customer service case from a community discussion? (Choose two.)
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
What’s the purpose of the Deactivate Special Handling Notes Scheduled Job?
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?
Using the out-of-the-box major issue management process flow, a consumer service agent proposes an existing case in the Open state as a major case candidate. The major case candidate has a consumer defined and is approved by the customer service manager What happens to the major case candidate?
Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)
From a service provider’s perspective, is the following a product or an asset?
A cable modem model that the service provider sells.
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)
Special Handling Notes can apply to which one of the following based on specific attributes?
Which of the following are true regarding the Community Portal application? (Choose two.)
Once a major case candidate is approved a major case is created. What then happens to the customer case?
What is a supported external customer that, in turn, sells to and supports one or more customers?
How can multiple service catalogs be made available on the Customer Service Portal?
As an agent you can report a knowledge gap, if you cannot find relevant articles that could help resolve a case. Which action is required to create the knowledge gap?