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CIS-Customer Service Management CIS-CSM Book

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Question 56

Access to a Knowledge base or Article can be restricted based on a customer’s assets and the product models using which of the following? (Choose two.)

Options:

A.

Knowledge Product Entitlements

B.

Data Policy

C.

ACL

D.

User Criteria

Question 57

Out-of-box, which functionality handles state transitioning for case management?

Options:

A.

Business Rules

B.

Flows

C.

Workflows

D.

State Flows

Question 58

How are Service Catalogs and Catalog Items related? (Choose two.)

Options:

A.

A catalog item can be associated with one or more service catalogs Most Voted

B.

Access to catalog items is determined by the service catalog's assigned user criteria

C.

Service catalogs may contain multiple catalog items Most Voted

D.

A catalog item can only be associated with one service catalog

Question 59

Which of the following roles can update a consumer's record? (Choose two.)

Options:

A.

Consumer Support Agent {sn_customerservice.consumer_agent)

B.

Customer Service Manager (sn_customerservice_manager)

C.

Customer Service Agent (sn_customerservice_agent)

D.

Customer (sn_customerservice.customer)

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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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