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

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Page: 7 / 8
Total 257 questions

Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

A.

Entering question in portal only

B.

Record Producer only

C.

Both portal question entry and Record Producer

D.

None of the above

What should be part of the pre-engagement collateral?

A.

Frequently Asked Questions (FAQ)

B.

Scoping Guide

C.

Customer Service roles template

D.

Stock Keeping Unit (SKU) and pricing sheet

Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

A.

Case Escalation

B.

Case State

C.

Case Categorization

D.

Case Prioritization

What will be the state of a case after a customer rejects the solution proposed by an agent?

A.

In Progress

B.

Open

C.

New

D.

Solution Rejected

An entitlement defines the types of support a customer receives. Entitlements are based on a number of standard fields such as product and asset. When Proactive Customer Service Operations is implemented which additional fields could be used?

Choose 2 answers

A.

Contact

B.

Sold product

C.

Install base Item

D.

Configuration item

E.

Business Service

What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?

A.

Web

B.

Catalog

C.

Portal

D.

Virtual Agent

What are Special Handling Notes used for?

A.

Bring important information about individual records to an agent's attention

B.

For agents to view articles an attach them to a case

C.

To ensure customers get the service they are entitled to receive

D.

Help agents identify in which time zone a contact is located

Read the use case below to determine if the customer service relationship is B2B or B2C.

Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage

is local to the customer and scheduled a technician to Mary’s house.

A.

B2C

B.

B2B

What is a limitation regarding synchronization between a case and its associated work order?

A.

If information changes on the Case form it is not updated on the Work Order form

B.

Updates on a case or work order will only synchronize after the work order is approved

C.

When creating a work order from a case only the Account field on the work order form is filed in but not the Company field

D.

The data copied over to the Work Order form when creating a work order from a case cannot be configured or customized

User criteria records may be applied to which knowledge items?

A.

Knowledge Base

B.

Knowledge Base and Category

C.

Knowledge Base and Article

D.

Knowledge Base, Category and Article