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

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Question # 33

To which recipient types can targeted communications (publications) be sent? (Choose two.)

A.

Outsourced Service Providers

B.

Contacts

C.

Internal users

D.

Households

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Question # 34

Which entity denotes the product instance that has been installed or provisioned for a customer?

A.

Service Agreement

B.

Install Base Item

C.

Contract

D.

Sold Product

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Question # 35

Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?

A.

Open an incident

B.

Viewing knowledge articles

C.

Live chat

D.

Consumer self-registration

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Question # 36

Which type of catalog item may be found in a Service Catalog?

A.

Requested Items

B.

Content Items Most Voted

C.

Categories

D.

Execution Plans

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Question # 37

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

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Question # 38

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 # 39

What is required to synchronize fields from a parent to a child case(s)?

A.

The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated

B.

Major Issue Management needs to be installed and certain properties enabled

C.

No action required, this is a standard Customer Service Management feature

D.

The role of sn_customerservice.customer_case_manager must be assigned

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Question # 40

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

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