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CIS-CSM Reviews Questions

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Question 40

What are some benefits that Knowledge Product Entitlement provide? (Choose three.)

Options:

A.

Reduces call volume

B.

Makes it easier for Agents to manage case volume

C.

Allows access to Knowledge Articles that are related to products owned by a customer

D.

Information about customer’s service contract

Question 41

The Customer Support Portal default configuration provides the following channels to interact with customers?

(Choose two.)

Options:

A.

Web

B.

Social

C.

Chat

D.

Email

Question 42

In case management. Parent Child Synchronization allows for which of the following:

Options:

A.

Synchronization of all child cases as well as children of child cases on all levels

B.

Child cases to be separated from Parent cases and will not be synchronized automatically

C.

Parent cases to automatically generate child cases when all fields are filled out thus, synchronized auto-population

D.

Enabling the Customer Service agent to create cases so that all the children cases can be managed by managing the parent case

Question 43

External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals. What can they approve in relation to cases via the portals?

Options:

A.

Change Records and Request Records

B.

Request Records and Escalations

C.

Problem Records and Incident Records

D.

Problem Records and Escalations

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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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