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CIS-CSM Exam Dumps : ServiceNow Certified Implementation Specialist - Customer Service Management Exam

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

Question 1

What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)

Options:

A.

Knowledge and skills required for agents

B.

Geographical location of customer

C.

Languages spoken by agents

D.

Number and type of support tools available

E.

Number of customer service portals used

F.

Number of agents required

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Question 2

Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)

Options:

A.

Special handing notes

B.

Lookup and verify

C.

Related search

D.

Agent assist

Question 3

What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?

Options:

A.

Publish Workaround

B.

Document a Known error

C.

Complete Investigation

D.

Complete RCA

E.

Document Five Whys