CIS-Customer Service Management CIS-CSM Book

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

Question 53

When are any changes to the platform considered a customization?

When they require an implementation spread across all project phases

If they are NOT applied through the usage of built-in tools on the Now Platform

When they are solely implemented for a custom application

When there are business demands for custom functionality that is not offered out-of-the-box

Question 54

Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)

Partner Service

Customer Service

Consumer Service

Product Service

Question 55

What is the purpose of the Guided Decisions capability?

Provide agents with an escalation guide

Guide agents through account management

Dynamically guide agents to help resolve complex cases

Provide agents with a knowledge guide

Question 56

Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)

Manage requests

Execute assigned tasks

Close work orders

Manage cases

Manage assets