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CIS-Customer Service Management CIS-CSM Updated Exam

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Question 20

What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)

Options:

A.

Reduces agent workload

B.

Reduces monthly case volume

C.

Work orders can be created from a case Most Voted

D.

Customer can access work order details and tasks created for their case

Question 21

In ServiceNow’s CSM Application, what is an interaction?

Options:

A.

Any configuration item that has been made accessible to customers

B.

A record that a Customer Service Agent uses to identify and resolve a question or an issue for an external customer

C.

A binding agreement between two parties

D.

A request for assistance made through a chat, phone call, or walk-up

Question 22

What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)

Options:

A.

Define the Business Pain Points

B.

Provide consistent service to customers

C.

Have a clear understanding of the use cases

D.

Define the number of hours needed to develop the associated requirements

E.

Implementation is only as good as the underlying process

Question 23

Which one is NOT a dependency for the Customer Service Plugin?

Options:

A.

Task Activities

B.

Skills Management

C.

Openframe

D.

Communities

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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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