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

Question 9

Information in the Case Field ‘Contact’ is copied to which Incident Field?

Contact

User

Customer

Caller

Question 10

Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?

Close Cases in Resolved state

Auto Close Resolved Cases Most Voted

Resolved to Close State

Move Resolved Cases to Closed

Question 11

The default configuration automatically closes resolved Cases after how many days?

5 days

Cases are not automatically closed by default Most Voted

3 days

10 days

Question 12

Entitlements specify the level of service provided to customers.

False

True