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ServiceNow CIS-Customer Service Management CIS-CSM New Questions

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Total 229 questions
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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Questions and Answers

Question 17

What are benefits of me Conversation History feature? (Choose two.)

Options:

A.

Shorter calls for agents by reducing the time to search for information

B.

A customized admin chat toolbar with emojis for agents to use in chat messages

C.

Improved customer satisfaction as agents can respond to and resolve customer issues faster

D.

Better language management by flagging key words and alerting chat managers when agents use one or more of those words

Question 18

How many active OpenFrame configurations can you have on an instance?

Options:

A.

2

B.

Unlimited

C.

1

D.

3

Question 19

As an agent you can report a knowledge gap, if you cannot find relevant articles that could help resolve a case. Which action is required to create the knowledge gap?

Options:

A.

Document the knowledge gap in the case worn notes and escalate the case

B.

Use Related Links on the case form to report a knowledge gap

C.

Post a question in one of the various Customer Service Management knowledge bases

D.

Use the Create Knowledge button on the case form to report a knowledge gap

Question 20

What are the types of units used to measure entitlements? (Choose two.)

Options:

A.

Hours

B.

Contract

C.

Cost

D.

Case

Page: 5 / 17
Total 229 questions
Get CIS-CSM Full Access Download CIS-CSM PDF