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CIS-Customer Service Management CIS-CSM Release Date

Page: 7 / 17
Total 229 questions
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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Questions and Answers

Question 25

In the Customer Service Management space, what does the term asset management mean?

Options:

A.

Financial, contractual and inventory information of assets

B.

A set of business activities and processes used to track assets

C.

Tables in the Asset application

D.

Tracking products or services customers are using

Question 26

Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

Options:

A.

Case Escalation

B.

Case State

C.

Case Categorization

D.

Case Prioritization

Question 27

Partner admin (sn_customerservice.partner_admin) contacts have access to:

Options:

A.

Their customer account

B.

Their partner accounts

C.

Both

D.

Neither

Question 28

What features are included with the Customer Service Portal?

Choose 3 answers

Options:

A.

Header with links for different customer activities such as creating a case

B.

Search feature to get Information from several repositories

C.

Links to information sources such as the knowledge base, community and customer support

D.

Links to marketing promotions and product coupons

E.

The ability to create new accounts

Page: 7 / 17
Total 229 questions
Get CIS-CSM Full Access Download CIS-CSM PDF