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Servicenow-CIS-CSM - Certified Implementation Specialist - Customer Service Management - Dump Information

Vendor : ServiceNow
Exam Code : Servicenow-CIS-CSM
Exam Name : Certified Implementation Specialist - Customer Service Management
Questions and Answers : 59 Q & A
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Servicenow-CIS-CSM Questions and Answers

Servicenow-CIS-CSM.html

Question: 53


Special Handling Notes can apply to which one of the following based on specific attributes?

  1. Domain

  2. Contact

  3. Holiday

  4. VIP


Answer: C


Question: 54


Predictive Intelligence improves Case management by:

  1. Predicting what values should have gone into empty fields in historical records

  2. Reducing the number of records needed to accurately predict a value

  3. Replacing legacy routing rules

  4. Predicting Case values without manual intervention


Answer: D


Question: 55


What are the conditions that matching rules are based on? (Choose two.)

  1. Agent resources best suited to work on a case

  2. Specific routing rules

  3. Filters set up in advanced work assignment

  4. Specific case attributes


Answer: AD


Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer- service-management/concept/c_CaseRouting.html

Question: 56


Matching rules enhance assignment capability by .

  1. Matching best agent by availability

  2. Providing dynamic matching of cases to groups or individuals

  3. Determining if account is a customer or partner

  4. Matching best agent by skill


Answer: A


Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer- service-management/concept/c_CaseRouting.html

Question: 57


Information about a customer’s service contract is found in Knowledge.

  1. False

  2. True


Answer: A


Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer- service-management/concept/c_ContractsAndEntitlements.html

Question: 58


From what places in SN can an agent create a case? (Choose three.)

  1. Customer Service Application

  2. Contact

  3. Account

  4. Chat


Answer: ABC


Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer- service-management/reference/r_CustomerServiceCaseForm.html

Question: 59


Agents and managers cannot create knowledge articles from Community questions.

  1. True

  2. False


Answer: B


Explanation:

The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit, and retire knowledge articles that they are associated with.

Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/task/create-knowledge-article.html


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