ServiceNow CIS-CSM - ServiceNow Certified Implementation Specialist - Customer Service Management Exam
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?
In the 'Action Status' column on a case list, what does a blue indicator dot mean?
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?
What does viewing a customer’s install base enable customer service agents to do? (Choose two.)
What are the recommended good practices when running implementation workshops?
Choose 3 answers
What determines how an escalation request is processed?
What are benefits of me Conversation History feature? (Choose two.)
Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?
What are the advantages of leading indicators over lagging indicators? (Choose two.)
What is the primary output from the Requirements Gathering workshop?