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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

Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?

Options:

A.

Quick Messages

B.

Quick Actions

C.

Response Templates

D.

Templates

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Question 2

Customer service personnel who are allocated the customer service agent (sn_customerservice_agent) role are responsible for which of the following tasks? (Choose four.)

Options:

A.

Assist customers with questions, issues and problems

B.

Create cases

C.

Propose major cases

D.

View, edit, and work on cases

E.

Approve customer contacts

F.

Manage customer entitlements

Question 3

What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)

Options:

A.

Knowledge and skills required for agents

B.

Geographical location of customer

C.

Languages spoken by agents

D.

Number and type of support tools available

E.

Number of customer service portals used

F.

Number of agents required

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