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

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Total 257 questions

Out-of-the-box. cases are automatically closed after how many days?

A.

3 days

B.

5 days

C.

10 days

D.

Cases are not automatically closed by default

How are consumers related to households?

A.

Household Member table

B.

Location table

C.

Household field on the Consumer record

D.

Consumer are not related to Households

Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?

A.

The create contact (consumer) feature is available in all CSM Workspaces

B.

The create contact (consumer) feature is not available in any of the CSM Workspaces

C.

The create contact (consumer) feature is only available in the CSM Configurable Workspace Most Voted

D.

The create contact (consumer) feature is only available in the Agent Workspace

A consumer service agent receives and accepts a case which was created by a consumer. The agent needs and requests more information from the consumer. After receiving the information, the agent proposes a solution that is accepted by the consumer Given this scenario, what is the chronological order of case states used to manage this case?

A.

New > Work in Progress > On Hold > Work in Progress > Resolved > Closed

B.

Open > Pending > Work in Progress > Resolved > Closed

C.

New > Open > Work in Progress > Solution Proposed > Closed

D.

New > Open > Awaiting Info > Open > Resolved > Closed

Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? (Choose three.)

A.

Assigned Cases

B.

Agent Affinity

C.

Availability Today

D.

Matching Skills

E.

Agent History

What does the Agent Whisper function do?

A.

Lets agents and chat supervisors have a conversation without the requester knowing

B.

Lets the chat supervisors have a conversation with the requester without the agent knowing

C.

Lets agents have chat conversations with other agents without the requester knowing

D.

Lets agents and requesters have a conversation without the chat supervisor knowing

Service providers use business models to support their various customers. What type of customer is supported with the Business-to-Consumer (B2C) model?

A.

Individuals

B.

Partners

C.

Contacts

D.

Accounts

What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?

A.

Publish Workaround

B.

Document a Known error

C.

Complete Investigation

D.

Complete RCA

E.

Document Five Whys

What feature does the Product Model and Catalog Items Relationship plugin enable?

A.

Agents are automatically proposed catalog items related to the chosen product on the case form

B.

Consumers can track what products they have purchased via the catalog

C.

It provides a contextual service catalog based on the customer’s subscribed services Most Voted

D.

Customer service managers can track the financial cost of customer’s subscribed services and the related requests

What is included in an account relationship record?

Choose 3 answers

A.

Primary contact

B.

Parent/Child related records

C.

The account relationship type that this relationship record is based on

D.

A target account

E.

A source account