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

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Total 241 questions

Agents and managers cannot create knowledge articles from Community questions.

  • A. True
  • B. False


Answer : B

Information about a customer’s service contract is found in Knowledge.

  • A. False
  • B. True


Answer : A

From what places in SN can an agent create a case? (Choose three.)

  • A. Customer Service Application
  • B. Contact
  • C. Account
  • D. Chat


Answer : ABC

What are the conditions that matching rules are based on? (Choose two.)

  • A. Agent resources best suited to work on a case
  • B. Specific routing rules
  • C. Filters set up in advanced work assignment
  • D. Specific case attributes


Answer : AD

Matching rules enhance assignment capability by ____________________.

  • A. Matching best agent by availability
  • B. Providing dynamic matching of cases to groups or individuals
  • C. Determining if account is a customer or partner
  • D. Matching best agent by skill


Answer : A

Page:    1 / 49   
Total 241 questions