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CIS-Customer Service Management CIS-CSM Release Date

Page: 7 / 19
Total 257 questions
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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Questions and Answers

Question 25

What are the three main components that make up Proactive Customer Service Operations?

Choose 3 answers

Options:

A.

proactive Case

B.

Service-Aware Install Base

C.

Service-Aware CMDB

D.

Proactive Prevention

E.

Service Reporting

F.

Service Monitoring

Question 26

Service-aware Install Base consists of which entities? (Choose three.)

Options:

A.

Installed Products

B.

Install Base Items

C.

Assets

D.

Sold Products

E.

Configuration Items

Question 27

Matching rules enhance assignment capability by ____________________.

Options:

A.

Matching best agent by availability

B.

Providing dynamic matching of cases to groups or individuals

C.

Determining if account is a customer or partner

D.

Matching best agent by skill

Question 28

How are ServiceNow’s out-of-the-box Customer Service Management applications packaged? (Choose two.)

Options:

A.

Store Apps

B.

Update Sets

C.

Through private scopes

D.

Plugins

Page: 7 / 19
Total 257 questions
Get CIS-CSM Full Access Download CIS-CSM PDF