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ServiceNow CIS-CSM Exam With Confidence Using Practice Dumps

Exam Code:
CIS-CSM
Exam Name:
ServiceNow Certified Implementation Specialist - Customer Service Management Exam
Certification:
CIS-Customer Service Management
Vendor:
ServiceNow
Questions:
239
Last Updated:
Apr 3, 2025
Exam Status:
Stable
ServiceNow CIS-CSM

CIS-CSM: CIS-Customer Service Management Exam 2025 Study Guide Pdf and Test Engine

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

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Question 1

Which of the following child case states would cause parent - child case synchronization to fail?

Choose 3 answers

Options:

A.

Cancelled

B.

Resolved

C.

Awaiting Info

D.

In Progress

E.

Closed

F.

New

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Question 2

Customer service personnel who are allocated the customer service agent (sn_customerservice_agent) role are responsible for which of the following tasks? (Choose four.)

Options:

A.

Assist customers with questions, issues and problems

B.

Create cases

C.

Propose major cases

D.

View, edit, and work on cases

E.

Approve customer contacts

F.

Manage customer entitlements

Question 3

The ServiceNow add-in for Microsoft Outlook enables you to manage workflows such as creating and updating contacts and cases from within Microsoft Outlook. How could this feature positively affect customer experience?

Options:

A.

As email is being used fewer agents would be required to create cases so service costs would go down

B.

It is easier to report on data in emails which means managers would be better placed to track performance

C.

It can lead to taster resolution of customer issues and faster response to customer inquiries Most Voted

D.

It would guarantee less wait time for customers who chose to call the customer service center

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