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CIS-Customer Service Management CIS-CSM Full Course Free

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Question 12

In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?

Options:

A.

Routes the chat towards another group

B.

Uses response templates to Insert as text in a conversation

C.

Rolls up the current chat history towards an existing case

D.

Rejects an incoming chat and moves it automatically to the general queue

Question 13

Benefits of Proactive Customer Service Operations include: (Choose two.)

Options:

A.

Reduced inbound calls from customers Most Voted

B.

Reduction in staff turnover

C.

Major cases can be eliminated as there will be no Impact to customers

D.

Reduced Mean Time To Resolve (MTTR) Most Voted

E.

Guaranteed increase in customer satisfaction

Question 14

What are common types of application record data that are imported during a CSM data migration? (Choose

two.)

Options:

A.

Knowledge Article

B.

Accounts

C.

Chat

D.

Case

Question 15

Viewing a customer’s install base in the CSM Workspaces enables customer service agents to: (Choose two.)

Options:

A.

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

B.

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

C.

Trace Information provided in a case to the right product or service to which it relates

D.

Monitor related operational services and configuration items that affect service health

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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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