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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

Get Free CIS-CSM Questions and Answers
Question 1

Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?

Options:

A.

The create contact (consumer) feature is available in all CSM Workspaces

B.

The create contact (consumer) feature is not available in any of the CSM Workspaces

C.

The create contact (consumer) feature is only available in the CSM Configurable Workspace Most Voted

D.

The create contact (consumer) feature is only available in the Agent Workspace

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Question 2

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

Question 3

Based on which out-of-box attributes can Special Handling Notes be applied to cases?

Choose 3 answers

Options:

A.

Product Model

B.

Account

C.

Service Contract

D.

Contact

E.

Install Base Item

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