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

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Total 257 questions

Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)

A.

Partner Service

B.

Customer Service

C.

Consumer Service

D.

Product Service

What allows the implementation of phases and tasks to meet performance goals track progress and measure success?

A.

Performance Analytics Spotlight

B.

Scheduled Reporting

C.

Service Level Agreement Tasks

D.

Continual Improvement Management

Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)

A.

Can research questions issues, or problems, and create view and edit cases for only their own accounts

B.

Can assign the roles to other contacts in the same account

C.

Can view assets belonging to their account

D.

Can edit information or roles for existing contacts

If only one user reports a content for moderation, the content will be hidden.

A.

True

B.

False

Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?

A.

Open an incident

B.

Viewing knowledge articles

C.

Live chat

D.

Consumer self-registration

When working with case types, what is the lowest level in the case type hierarchy called?

A.

Leaf-level

B.

Decision-level

C.

Base-level

D.

Sub-level

Predictive Intelligence improves Case management by:

A.

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

B.

Reducing the number of records needed to accurately predict a value

C.

Replacing legacy routing rules

D.

Predicting Case values without manual intervention

What types of escalation templates can be created?

Choose 2 answers

A.

Account

B.

Sold Product

C.

Consumer

D.

Case

What is the purpose of a Catalog Item variable?

A.

Allows the customer to ask a question

B.

Provides hint to the user on the field

C.

Opens a chat session with customer support

D.

Allows the customer or consumer to qualify their answer

Once a major case candidate is approved a major case is created. What then happens to the customer case?

A.

The customer case becomes a child case of the major case

B.

The customer case will be automatically closed

C.

The customer case becomes the parent case of the major case

D.

The customer case will automatically be related to a problem