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

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Total 257 questions

In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?

A.

Routes the chat towards another group

B.

Uses response templates to Insert as text in a conversation

C.

Rolls up the current chat history towards an existing case

D.

Rejects an incoming chat and moves it automatically to the general queue

Out-of-box, which functionality handles state transitioning for case management?

A.

Business Rules

B.

Flows

C.

Workflows

D.

State Flows

What are the three main components that make up Proactive Customer Service Operations?

Choose 3 answers

A.

proactive Case

B.

Service-Aware Install Base

C.

Service-Aware CMDB

D.

Proactive Prevention

E.

Service Reporting

F.

Service Monitoring

Entitlements specify the level of service provided to customers.

A.

False

B.

True

Regarding Account Teams, what is the purpose of marking a role as 'unique'?

A.

The role then becomes a child responsibility

B.

Ensure there is a dedicated account manager for that account

C.

The role then becomes a parent responsibility

D.

Prevent the same role being used on different customer accounts

What is a household entity?

A.

Group of users that usually share a common address and use services as a group

B.

Group of people that usually share a common address and use services as a group

C.

Group of customers that usually share a common address and use services as a group

D.

Group of consumers that usually share a common address and use services as a group

Installing the Customer Service Management plugin activates:

A.

Only one other plugin - Field Service Management Plugin

B.

No other Plugins

C.

Only two other plugins - Portal and Case Management

D.

Many other plugins at the same time

What is knowledge article versioning?

A.

A content tracker for knowledge articles

B.

A knowledge article publishing guide

C.

The ability to manage and track article updates Most Voted

D.

A knowledge article numbering guide

Entitlements are counted using two types of units:

A.

SLAs and contracts

B.

Days and assets

C.

Cases and products

D.

Hours and cases

Which roles are considered external? (Choose two.)

A.

Consumer Support Agent (sn_customerservice.consumer_agent)

B.

Customer Admin (sn_customerservice.customer_admin) Most Voted

C.

Partner Admin (sn_customerservice.partner_admin) Most Voted

D.

Customer Service Agent (sn_customerservice_agent)