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

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Page: 8 / 8
Total 257 questions

Which roles are responsible for maintaining account team membership? (Choose two.)

A.

Customer Admin [sn_customerservice.customer.admin]

B.

Customer Case Manager [sn_customerservice.customer_case_manager]

C.

System Administrator [admin]

D.

Customer Service Manager [sn_customerservice_manager]

How are ServiceNow’s out-of-the-box Customer Service Management applications packaged? (Choose two.)

A.

Store Apps

B.

Update Sets

C.

Through private scopes

D.

Plugins

When are child cases updated from the parent case?

A.

Clicking on the Child Sync UI

B.

Scheduled Job

C.

Automatically upon update of parent

D.

When the Sync scheduled job runs

What are the types of matching criteria for Customer Service? (Choose four.)

A.

Matching Skills Most Voted

B.

Last Assigned Most Voted

C.

Certifications

D.

Distance

E.

Assigned Cases Most Voted

F.

Availability Today Most Voted

G.

Partner Hours

What attribute/field is employed to construct the hierarchy of Install Base Items in a system?

A.

Parent Install Base Item

B.

Configurable Attributes

C.

Root Install Base Item

D.

Child Install Base Item

Benefits of Proactive Customer Service Operations include: (Choose two.)

A.

Reduced inbound calls from customers Most Voted

B.

Reduction in staff turnover

C.

Major cases can be eliminated as there will be no Impact to customers

D.

Reduced Mean Time To Resolve (MTTR) Most Voted

E.

Guaranteed increase in customer satisfaction

The available case types are: (Choose two.)

A.

Product Support

B.

Order

C.

Product

D.

Support