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

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Question # 57

What will be the state of a case after a customer rejects the solution proposed by an agent?

In Progress

Open Most Voted

New

Solution Rejected

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Question # 58

What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)

Knowledge and skills required for agents

Geographical location of customer

Languages spoken by agents

Number and type of support tools available

Number of customer service portals used

Number of agents required

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Question # 59

Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)

Apply Role by Customer

Auto Assessment

Change Update to Close

Update Case Entitlement

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Question # 60

Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)

Escalate a case on the add-m panel of Outlook

As the Microsoft Outlook user, register yourself as self-contributor

Create cases using email content in Outlook for the customer contact

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Question # 61

What is the primary output from the Requirements Gathering workshop?

Schedules

Use Cases

Stories

Personas

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Question # 62

Customer Service Trending Topics is a capability that enables companies to use Predictive Intelligence to quickly pinpoint factors driving up case volume and act to mitigate them. Which of the following would be a benefit of using Predictive Intelligence Customer Service Trending Topics?

A guaranteed reduction in call volume per month

Eliminate the need for more traditional performance analytics

Auto-generate clusters of cases that point to similar underlying issues

Create root cause solutions for similar cases

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Question # 63

Which of the following roles have permission to create a relationship between a contact and an account? (Choose two.)

sn_customerservice_agent

sn_customerservice.customer_admm

sn_customerservice.partner_admin

sn_customerservice_manager

admin

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Question # 64

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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