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

The case action status changes to Related Task Updated

The case escalates to an assignment group as defined in the default escalation template

The case work notes are updated automatically

The case displays a special handling note highlighting the update

Store Apps

Update Sets

Through private scopes

Plugins

Create Contact

Check Case Status Most Voted

Close Case

Get Help with an Order Most Voted

Get Help with an Asset

Contact (customer_contact)

Consumer User (csm_consumer-user)

Consumer (csm_consumer)

CSM User (csm_user)

Group of users that usually share a common address and use services as a group

Group of people that usually share a common address and use services as a group

Group of customers that usually share a common address and use services as a group

Group of consumers that usually share a common address and use services as a group

CSM uses the Product table instead of the ITSM Asset table

Because CSM Assets are managed differently from ITSM Assets. ServiceNow uses different Asset Tables foe CSM than it does for ITSM

ServiceNow uses the same Asset table for both CSM and ITSM. however, CSM has a different subset of fields

CSM uses the Product Model table instead of the ITSM Asset table

A physical item

A specific product instance supported for a customer

A product that a company supports

A resource that allows a business service

New > Work in Progress > On Hold > Work in Progress > Resolved > Closed

Open > Pending > Work in Progress > Resolved > Closed

New > Open > Work in Progress > Solution Proposed > Closed

New > Open > Awaiting Info > Open > Resolved > Closed

Shorter calls for agents by reducing the time to search for information

A customized admin chat toolbar with emojis for agents to use in chat messages

Improved customer satisfaction as agents can respond to and resolve customer issues faster

Better language management by flagging key words and alerting chat managers when agents use one or more of those words

Activation of the Customer Service with Service Management plugin (com.sn_cs_sm)

Activation of the Customer Service with Request Management plugin (com.sn_cs_sm_request)

Activation of the Customer Service Case Action Status plugin (com.snc.csm_action_status)

Activation of the Customer Service plugin (com.sn_customerservice)