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

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Question # 9

What are available matching criteria for case assignment in Customer Service Management?

Choose 3 answers

Assigned Cases

Distance

Partner Hours

Certifications

Matching Skills

Availability Today

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Question # 10

Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)

Knowledge articles

Service catalog

Communities

Consumer service portal

Customer service portal

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Question # 11

The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.

True

False

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Question # 12

Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?

Contextual Search

Agent Assist

Dynamic Related Records

Record Information

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Question # 13

The Customer Support Portal default configuration provides the following channels to interact with customers?

(Choose two.)

Web

Social

Chat

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Question # 14

Customer Service Management Administrators can delegate Contact Administration activities to specific contacts within accounts by assigning specific roles to one or more users. Which of the following roles, if assigned, would allow the user to create contacts?

Customer case manager (sn_customerservice.customer_case_manager)

Customer account manager (sn_customerservice.customer_account_manager)

Customer admin (sn_customerservice.customer_admln) Most Voted

Customer (sn_customerservice.customer)

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Question # 15

Which of the following statements is correct with regards to partners vs. third-parties in ServiceNow's CSM application?

Choose 2 answers

A partner does not own any of the products or services provided by their partnering organization, instead they help to sell, deliver, and support them on their behalf.

A partner will own the relationship with their customer

A partner and a third party are the same in ServiceNow's CSM application.

A partner does not own the relationship with a customer. This relationship is owned by the organization they are partnering.

A partner is an organization that has been contracted to sell products and services they have actually purchased from another organization.

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Question # 16

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

The role then becomes a child responsibility

Ensure there is a dedicated account manager for that account

The role then becomes a parent responsibility

Prevent the same role being used on different customer accounts

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