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New Release CIS-CSM CIS-Customer Service Management Questions

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Question 60

Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?

Options:

A.

The field is not based of the customers profile time zone

B.

The field is active in the base form

C.

The field is always based on the system time zone

D.

Agents can use the field to identify if it is the right time to contact customer

Question 61

Which roles are responsible for maintaining account team membership? (Choose two.)

Options:

A.

Customer Admin [sn_customerservice.customer.admin]

B.

Customer Case Manager [sn_customerservice.customer_case_manager]

C.

System Administrator [admin]

D.

Customer Service Manager [sn_customerservice_manager]

Question 62

During which Now Create stage are workshops conducted?

Options:

A.

Execute

B.

Initiate

C.

Deliver

D.

Plan

E.

Close

Question 63

True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.

Options are :

Options:

A.

False

B.

True

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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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