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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

Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?

Options:

A.

Case Performance

B.

Case Analytics

C.

Case Digest

D.

Case Spotlight

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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

Predictive Intelligence improves Case management by:

Options:

A.

Predicting what values should have gone into empty fields in historical records

B.

Reducing the number of records needed to accurately predict a value

C.

Replacing legacy routing rules

D.

Predicting Case values without manual intervention