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CIS-CSM VCE Exam Download

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Question 24

What is a limitation regarding synchronization between a case and its associated work order?

Options:

A.

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

B.

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

C.

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

D.

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

Question 25

Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)

Options:

A.

Escalate a case on the add-m panel of Outlook

B.

Register the sender of an email as contact

C.

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

D.

Create cases using email content in Outlook for the customer contact

Question 26

The assignment workbench uses configurable matching criteria to evaluate agents in a selected group and provide an overall ranking. What are the different types of criteria available for the assignment workbench?

Choose 3 answers

Options:

A.

Correlation

B.

Simple Match

C.

Scripted

D.

Availability

E.

Aggregate

Question 27

In the Customer Service Management space what defines the term asset?

Options:

A.

A physical item

B.

A specific product instance supported for a customer

C.

A product that a company supports

D.

A resource that allows a business service

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Exam Code: CIS-CSM
Exam Name: ServiceNow Certified Implementation Specialist - Customer Service Management Exam
Last Update: Nov 21, 2024
Questions: 239
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