CIS-Customer Service Management CIS-CSM ServiceNow Study Notes

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

Question 61

Which of the following is a required field in the Resolution Information tad in order to close a case?

Cause

Closed

Resolution notes

Closed by

Question 62

When the virtual agent plugin is installed NLU is activated but is not available for use until what two configurations are completed?

Choose 2 answers

Choose the NLU service provider

In the NLU Settings configure the Entity confidence threshold

Enable NLU in Virtual Agent

In the NLU Settings configure the Intent confidence threshold

Question 63

What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)

Knowledge and skills required for agents

Geographical location of customer

Languages spoken by agents

Number and type of support tools available

Number of customer service portals used

Number of agents required

Question 64

Agents and managers cannot create knowledge articles from Community questions.

True

False