Vce CIS-CSM Questions Latest

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

Question 13

Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.

Options are :

sn_shn.max_num_alerts

sn_shn.note_preferences

sn_shn.popup_width

Question 14

Match the definitions for roles relationships.

Hot Area:

Question 15

To which recipient types can targeted communications (publications) be sent? (Choose two.)

Outsourced Service Providers

Contacts

Internal users

Households

Question 16

In Advanced Work Assignment, what does the overflow assignment capability do, if defined?

Uses matching and assignment rules to send work Hems to the agent with the most capacity

When one support group reaches capacity the work Item is automatically routed to another group

Uses matching and assignment rules to send won* items to the agent with the highest availability

Routes cases to different groups based on their skill set and availability