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Ace Your CIS-CSM CIS-Customer Service Management Exam

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Question 36

What does viewing a customer’s install base enable customer service agents to do? (Choose two.)

Options:

A.

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

B.

Monitor alerts for operational services and configuration items that affect service health

C.

Trace information provided m a case to the right product or service to which it relates

D.

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

Question 37

Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?

Options are :

Options:

A.

Maybe

B.

No

C.

Yes

D.

I don't know

Question 38

Which of the following are benefits of customer access management? (Choose two.)

Options:

A.

It increases security by automatically granting access to cases based on access to sold product.

B.

It defaults the responsibility for access management to the customer.

C.

It defaults the responsibility for access management to the customer service agent.

D.

It improves the customer experience by enabling related parties to track and collaborate on cases.

Question 39

Which of the following child case states would cause parent - child case synchronization to fail?

Choose 3 answers

Options:

A.

Cancelled

B.

Resolved

C.

Awaiting Info

D.

In Progress

E.

Closed

F.

New

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Exam Code: CIS-CSM
Exam Name: ServiceNow Certified Implementation Specialist - Customer Service Management Exam
Last Update: Dec 22, 2024
Questions: 239
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