New Release CIS-CSM CIS-Customer Service Management Questions

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

Question 21

To which entities can Special Handling Notes be applied out of the box?

Consumer

Entitlement

Sold Product

Question 22

Matching rules enhance assignment capability by ____________________.

Matching best agent by availability

Providing dynamic matching of cases to groups or individuals

Determining if account is a customer or partner

Matching best agent by skill

Question 23

Which roles are considered external? (Choose two.)

Consumer Support Agent (sn_customerservice.consumer_agent)

Customer Admin (sn_customerservice.customer_admin) Most Voted

Partner Admin (sn_customerservice.partner_admin) Most Voted

Customer Service Agent (sn_customerservice_agent)

Question 24

Which type of catalog item may be found in a Service Catalog?

Requested Items

Content Items Most Voted