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CIS-Customer Service Management CIS-CSM Book

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Total 257 questions
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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Questions and Answers

Question 53

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 54

Now Create provides a prescriptive methodology, leading practices, and accelerators to help with ServiceNow implementations and upgrades How many sequential project phases and exit gates are there in the Now Create Methodology?

Options:

A.

Four

B.

Three

C.

Six

D.

Five

Question 55

Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)

Options:

A.

Special handing notes

B.

Lookup and verify

C.

Related search

D.

Agent assist

Question 56

Which roles are considered external? (Choose two.)

Options:

A.

Consumer Support Agent (sn_customerservice.consumer_agent)

B.

Customer Admin (sn_customerservice.customer_admin) Most Voted

C.

Partner Admin (sn_customerservice.partner_admin) Most Voted

D.

Customer Service Agent (sn_customerservice_agent)

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Total 257 questions
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