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

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Question # 4

What are the characteristics of Knowledge Categories?

Shareable across KBs: Yes ; Multi-Level: No

Shareable across KBs: No ; Multi-Level: Yes

Shareable across KBs: No ; Multi-Level: No

Shareable across KBs: Yes ; Multi-Level: Yes

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Question # 5

For security purposes certain roles cannot be assigned to a group or individual at the same time. Which of me following two roles would be restricted?

snc_intemai and snc_external

snc_internal and sn_customerservice.consumer_agent

snc_internal and sn_customerservice_agent

snc_external and sn_customerservice.customer

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Question # 6

Which social media channels are NOT available out-of-box?

Facebook

Twitter

All of the above

None of the above

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Question # 7

A customer service agent wants to escalate an account but is unable to use the Escalate Account related link on the Account form. What could be the reasons why the customer service agent is not able to use it? (Choose two.)

No escalation approval flow is configured

The parent account of the account to be escalated is not active

The customer service agent is not assigned with the escalation requester role

The account already has an open escalation record

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Question # 8

Based on which out-of-box attributes can Special Handling Notes be applied to cases?

Choose 3 answers

Product Model

Account

Service Contract

Contact