CIS-CSM Exam Dumps - ServiceNow CIS-Customer Service Management Questions and Answers

Case (sn_customerservice_case)

Case Task (sn_customerservice_case_task)

Task (task)

Case Type (sn_case_type)

Close an upsell of related products and services not yet purchased by a customer Most Voted

See the detailed configurations of the products and services deployed for a customer to determine the action needed Most Voted

Trace Information provided in a case to the right product or service to which it relates

Monitor related operational services and configuration items that affect service health

Knowledge Article

Accounts

Chat

Case

Reduced inbound calls from customers Most Voted

Reduction in staff turnover

Major cases can be eliminated as there will be no Impact to customers

Reduced Mean Time To Resolve (MTTR) Most Voted

Guaranteed increase in customer satisfaction

Routes the chat towards another group

Uses response templates to Insert as text in a conversation

Rolls up the current chat history towards an existing case

Rejects an incoming chat and moves it automatically to the general queue

Governance Risk and Control

Targeted Communications

Asset management

Record producers

Agent domain

Assignment

Switching

Specific case attributes

Partner Admin (sn_customerservice. partner_admin)

Customer Admin (sn_cuslomerservlce.customet_admin)

Customer Service Agent (sn_customerservice_agent)

Consumer Support Agent (sn_customerservice.consumer_agent)

The ability for end users to decline survey assignments

Number of survey reminder notifications

Trigger conditions Most Voted

Anonymize responses

Customer case manager (sn_customerservice.customer_case_manager)

Customer account manager (sn_customerservice.customer_account_manager)

Customer admin (sn_customerservice.customer_admln) Most Voted

Customer (sn_customerservice.customer)