CIS-Customer Service Management CIS-CSM Full Course Free

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

Question 9

What one of the following is optional when creating a Catalog workflow?

Publishing the workflow

Defining workflow activities

Approving the workflow

Managing workflow versions

Question 10

Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?

Options are :

Maybe

Yes

I don't know

Question 11

What is the primary output from the Requirements Gathering workshop?

Schedules

Use Cases

Stories

Personas

Question 12

What action is required to enable agents to create an incident record for a case?

They must be assigned with the read role for incident

They must be assigned with the itil role

They must be assigned with the snc_intemal role

They must be assigned with the sn_customerservice.itsm_contributor role