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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

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Question 1

When the virtual agent plugin is installed NLU is activated but is not available for use until what two configurations are completed?

Choose 2 answers

Options:

A.

Choose the NLU service provider

B.

In the NLU Settings configure the Entity confidence threshold

C.

Enable NLU in Virtual Agent

D.

In the NLU Settings configure the Intent confidence threshold

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Question 2

Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?

Options:

A.

Quick Messages

B.

Quick Actions

C.

Response Templates

D.

Templates

Question 3

What allows the implementation of phases and tasks to meet performance goals track progress and measure success?

Options:

A.

Performance Analytics Spotlight

B.

Scheduled Reporting

C.

Service Level Agreement Tasks

D.

Continual Improvement Management

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