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

Correlation

Simple Match

Scripted

Availability

Aggregate

Escalate a case on the add-m panel of Outlook

Register the sender of an email as contact

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

Create cases using email content in Outlook for the customer contact

If information changes on the Case form it is not updated on the Work Order form

Updates on a case or work order will only synchronize after the work order is approved

When creating a work order from a case only the Account field on the work order form is filed in but not the Company field

The data copied over to the Work Order form when creating a work order from a case cannot be configured or customized

Task Activities

Skills Management

Openframe

Communities

Define the Business Pain Points

Provide consistent service to customers

Have a clear understanding of the use cases

Define the number of hours needed to develop the associated requirements

Implementation is only as good as the underlying process

Any configuration item that has been made accessible to customers

A record that a Customer Service Agent uses to identify and resolve a question or an issue for an external customer

A binding agreement between two parties

A request for assistance made through a chat, phone call, or walk-up

Reduces agent workload

Reduces monthly case volume

Work orders can be created from a case Most Voted

Customer can access work order details and tasks created for their case

Header with links for different customer activities such as creating a case

Search feature to get Information from several repositories

Links to information sources such as the knowledge base, community and customer support

Links to marketing promotions and product coupons

The ability to create new accounts

Manage requests

Execute assigned tasks

Close work orders

Manage cases

Manage assets

Case Lifecycle Reports

Case Action Summaries Most Voted

Post Case Reviews Most Voted

Case Post Mortem