CertsTopics Logo

Weekend Sale 70% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code: save70

CIS-Customer Service Management CIS-CSM ServiceNow Study Notes

Page: 16 / 19
Total 257 questions
Get CIS-CSM Full Access Download CIS-CSM PDF

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

Question 61

What role can be assigned to employees who are not fulfillers, such as those in sales and services, or do not have other CSM-specific roles, but have a need to create cases on behalf of customers?

Options:

A.

Consumer (sn_customservice.consumer)

B.

Customer (sn_suctomservice.customer)

C.

External (snc_external)

D.

Proxy Contact (sn_customservice.proxy_contact)

Question 62

What attribute/field is employed to construct the hierarchy of Install Base Items in a system?

Options:

A.

Parent Install Base Item

B.

Configurable Attributes

C.

Root Install Base Item

D.

Child Install Base Item

Question 63

Customer Service Trending Topics is a capability that enables companies to use Predictive Intelligence to quickly pinpoint factors driving up case volume and act to mitigate them. Which of the following would be a benefit of using Predictive Intelligence Customer Service Trending Topics?

Options:

A.

A guaranteed reduction in call volume per month

B.

Eliminate the need for more traditional performance analytics

C.

Auto-generate clusters of cases that point to similar underlying issues

D.

Create root cause solutions for similar cases

Question 64

Which concept primarily relates to how customer data is used for major case management?

Options:

A.

Allocation of resources based on real-time data

B.

Identification of frequent service issues

C.

Customization of case templates

D.

Consolidation of customer interaction histories

Page: 16 / 19
Total 257 questions
Get CIS-CSM Full Access Download CIS-CSM PDF