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

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Total 257 questions

Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?

A.

Set the Agent Experience (What agents see in their Workspace inbox)

B.

Define Assignment Rules (How to assign work items)

C.

Define Work Item Queues (Where to route)

D.

Configure Service Channels (What to route)

In the 'Action Status' column on a case list, what does a blue indicator dot mean?

A.

Blocked internally

B.

Work in progress

C.

Blocked externally

D.

Needs attention

What action can be performed by a Customer Admin (sn_customerservice.customer_admin) and NOT by a Customer (sn_customerservice.customer) in the Customer Service Portal?

A.

Can resolve cases reported by themselves

B.

Can view assets belonging to their account

C.

Can create and update contacts for their accounts

D.

Can create, view, and edit cases for their account

What does viewing a customer’s install base enable customer service agents to do? (Choose two.)

A.

See the detailed configurations of the products and services deployed for a customer to determine me action needed

B.

Monitor alerts for operational services and configuration items that affect service health

C.

Trace information provided m a case to the right product or service to which it relates

D.

Close an upsell of related products and services not yet purchased by a customer

What are the recommended good practices when running implementation workshops?

Choose 3 answers

A.

Guide the customer toward industry best practices

B.

Enforce customers to adapt their processes towards the baseline processes

C.

Give the customers the data they need so they can make an informed decision

D.

Any financial implication of a decision should be handled by the delivery and sales team

E.

Engage with customers to gain deep understanding of their organization

What determines how an escalation request is processed?

A.

Escalation Rule

B.

Escalation Template

C.

Escalation Severity

D.

Escalation Justification

What are benefits of me Conversation History feature? (Choose two.)

A.

Shorter calls for agents by reducing the time to search for information

B.

A customized admin chat toolbar with emojis for agents to use in chat messages

C.

Improved customer satisfaction as agents can respond to and resolve customer issues faster

D.

Better language management by flagging key words and alerting chat managers when agents use one or more of those words

Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?

A.

Case Performance

B.

Case Analytics

C.

Case Digest

D.

Case Spotlight

What are the advantages of leading indicators over lagging indicators? (Choose two.)

A.

Hard to influence

B.

Prospective Most Voted

C.

Retrospective

D.

Easy to influence

What is the primary output from the Requirements Gathering workshop?

A.

Schedules

B.

Use Cases

C.

Stories

D.

Personas