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

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Question # 33

What does NLU stand for?

Natural-Learning Userability

Natural-Language Understanding Most Voted

Natural-Learning URL

Natural-Language URL

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Question # 34

The ServiceNow add-in for Microsoft Outlook enables you to manage workflows such as creating and updating contacts and cases from within Microsoft Outlook. How could this feature positively affect customer experience?

As email is being used fewer agents would be required to create cases so service costs would go down

It is easier to report on data in emails which means managers would be better placed to track performance

It can lead to taster resolution of customer issues and faster response to customer inquiries Most Voted

It would guarantee less wait time for customers who chose to call the customer service center

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Question # 35

Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?

Quick Messages

Quick Actions

Response Templates

Templates

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Question # 36

What determines how an escalation request is processed?

Escalation Rule

Escalation Template

Escalation Severity

Escalation Justification

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Question # 37

The case digests feature includes which types of case communication? (Choose two.)

Case Lifecycle Reports

Case Action Summaries Most Voted

Post Case Reviews Most Voted

Case Post Mortem

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Question # 38

Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. Which of the following statements is correct for CIs and assets?

The contract and entitlements of an asset dictate whether or not it is stored in the CMDB

The CMDB only tracks CIs, assets cannot be CIs

While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs

The CMDB tracks all assets as configuration items (CIs)

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