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CIS-Customer Service Management CIS-CSM Reddit Questions

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Total 229 questions
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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Questions and Answers

Question 65

What are features of Customer Service Management? (Choose four.)

Options:

A.

Timed Audits

B.

Service Entitlements

C.

Demand Management

D.

Service Prospecting

E.

Real-time SLAs

F.

Service Contracts

G.

Skills-based routing

Question 66

An account is a supported external customer and a contact is a user who is an employee of an account. How many accounts can a contact be associated with?

Options:

A.

One

B.

Two

C.

Three

D.

Multiple

Question 67

When working with case types, what is the lowest level in the case type hierarchy called?

Options:

A.

Leaf-level

B.

Decision-level

C.

Base-level

D.

Sub-level

Question 68

Regarding Account Teams, what is the purpose of marking a role as 'unique'?

Options:

A.

The role then becomes a child responsibility

B.

Ensure there is a dedicated account manager for that account

C.

The role then becomes a parent responsibility

D.

Prevent the same role being used on different customer accounts

Page: 17 / 17
Total 229 questions
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