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CIS-CSM Exam Dumps : ServiceNow Certified Implementation Specialist - Customer Service Management Exam

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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Questions and Answers

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Question 1

What is required to synchronize fields from a parent to a child case(s)?

Options:

A.

The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated

B.

Major Issue Management needs to be installed and certain properties enabled

C.

No action required, this is a standard Customer Service Management feature

D.

The role of sn_customerservice.customer_case_manager must be assigned

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Question 2

What is the purpose of the sidebar feature in CSM Configurable Workspace?

Options:

A.

Enables managers lo discreetly monitor chats between agents and customers

B.

Enables agents to access response templates to help them resolve cases faster and more efficiently

C.

To enable agents to collaborate with other agents or Subject Matter Experts (SMEs) in real-time for faster case resolution

D.

Enables agents to keep information regarding details of the case visible at all times

Question 3

In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?

Options:

A.

The process of developing, operating, maintaining, upgrading, and disposing of assets in me most cost-effective manner

B.

A generic activity or process responsible for tracking and reporting the value and ownership of assets throughout their lifecycle

C.

Asset management has different use cases for tracking specific products or services customers are using Most Voted

D.

It includes all of the data crucial to support customers as efficiently as possible

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