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

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Question # 41

Which table does the Account (customer_account) table extend?

Company (core company)

Business Location (sn_csm_business_location)

Service Organization (sn_customer_service_organization)

Customer (sn_customer_service__customer)

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Question # 42

What criteria can be used to determine when a new inbound case should be opened?

When a new customer is created

When an internal problem occurs

When a customer has a question or issue to resolve

When we have new marketing material for a customer

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Question # 43

_____________________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.

Options are :

Partner [sn_customerservice.partner]

Agent [sn_customerservice_agent]

Consumer Agent [sn_customerservice.consumer_agent]

Agent manager [sn_customerservice_manager]

Customer case manager [sn_customerservice.customer_case_manager]

Customer administrator [sn_customerservice.customer_admin]

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Question # 44

Which of the following is a condition for matching rules?

Agent domain

Assignment

Switching

Specific case attributes

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Question # 45

A customer service manager would like to limit the reading and creation of knowledge articles within a specific Knowledge Base to the Customer Support group only. Which features should be used to accomplish this? (Choose two.)

Can Read user criteria

Whitelist all other groups from the Knowledge Base

Hide the Knowledge Base from the Knowledge Base Portal

Cannot Contribute user criteria

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Question # 46

Which table must be extended when creating a new case type?

Case (sn_customerservice_case)

Case Task (sn_customerservice_case_task)

Task (task)

Case Type (sn_case_type)

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