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

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Question # 41

During which Now Create stage are workshops conducted?

A.

Execute

B.

Initiate

C.

Deliver

D.

Plan

E.

Close

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Question # 42

When creating or importing assets for CSM, model categories are used to: (Choose three.)

A.

Define whether a Configuration Item (CI) is created when an Asset record is created or vice versa Most Voted

B.

Group assets together Most Voted

C.

Build a classification structure for product models

D.

Model the configuration options for each product model being sold to customers

E.

Define a link between Asset classes and Configuration Item (CI) classes

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Question # 43

What are the three out-of-the-box playbooks for CSM?

Choose 3 answers

A.

Case Playbook for product Support

B.

Case playbook for Onboarding

C.

Case playbook for Billing

D.

Case playbook for Accounts

E.

Case playbook for Complaints

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Question # 44

What are the advantages of leading indicators over lagging indicators? (Choose two.)

A.

Hard to influence

B.

Prospective Most Voted

C.

Retrospective

D.

Easy to influence

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Question # 45

Which knowledge records can be configured with User Criteria?

A.

Knowledge Base

B.

Knowledge Base and Category

C.

Knowledge Base, Category and Article

D.

Knowledge Base and Article

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Question # 46

Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?

A.

Case Performance

B.

Case Analytics

C.

Case Digest

D.

Case Spotlight

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Question # 47

What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?

A.

Selecting all the groups

B.

Selecting none of the groups

C.

Missing configuration

D.

Misconfigured

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Question # 48

What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?

A.

Web

B.

Catalog

C.

Portal

D.

Virtual Agent

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