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

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Question # 4

Which are the key self-service functions of the Customer Support Portal? (Choose three.)

A.

Community

B.

Knowledge Base

C.

Open An Incident

D.

Service Catalog

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Question # 5

Benefits of Proactive Customer Service Operations include: (Choose two.)

A.

Reduced inbound calls from customers Most Voted

B.

Reduction in staff turnover

C.

Major cases can be eliminated as there will be no Impact to customers

D.

Reduced Mean Time To Resolve (MTTR) Most Voted

E.

Guaranteed increase in customer satisfaction

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Question # 6

When the virtual agent plugin is installed NLU is activated but is not available for use until what two configurations are completed?

Choose 2 answers

A.

Choose the NLU service provider

B.

In the NLU Settings configure the Entity confidence threshold

C.

Enable NLU in Virtual Agent

D.

In the NLU Settings configure the Intent confidence threshold

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Question # 7

Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?

A.

The create contact (consumer) feature is available in all CSM Workspaces

B.

The create contact (consumer) feature is not available in any of the CSM Workspaces

C.

The create contact (consumer) feature is only available in the CSM Configurable Workspace Most Voted

D.

The create contact (consumer) feature is only available in the Agent Workspace

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Question # 8

What is the primary output from the Requirements Gathering workshop?

A.

Schedules

B.

Use Cases

C.

Stories

D.

Personas

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