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

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Question # 17

The default configuration automatically closes resolved Cases after how many days?

A.

5 days

B.

Cases are not automatically closed by default Most Voted

C.

3 days

D.

10 days

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Question # 18

On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)

A.

Partner admin

B.

Partner contact

C.

Customer admin

D.

Customer contact

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Question # 19

What are some benefits that Knowledge Product Entitlement provide? (Choose three.)

A.

Reduces call volume

B.

Makes it easier for Agents to manage case volume

C.

Allows access to Knowledge Articles that are related to products owned by a customer

D.

Information about customer’s service contract

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Question # 20

Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)

A.

Partner Service

B.

Customer Service

C.

Consumer Service

D.

Product Service

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Question # 21

Which of the following roles can update a consumer's record? (Choose two.)

A.

Consumer Support Agent {sn_customerservice.consumer_agent)

B.

Customer Service Manager (sn_customerservice_manager)

C.

Customer Service Agent (sn_customerservice_agent)

D.

Customer (sn_customerservice.customer)

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Question # 22

Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?

A.

Service Analytics

B.

In-form Analytics Most Voted

C.

Case Spotlight

D.

CSM Prediction Results

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Question # 23

Which of the following options can a survey administrator define on an individual survey? (Choose two.)

A.

The ability for end users to decline survey assignments

B.

Number of survey reminder notifications

C.

Trigger conditions Most Voted

D.

Anonymize responses

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Question # 24

The available case types are: (Choose two.)

A.

Product Support

B.

Order

C.

Product

D.

Support

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