CIS-Customer Service Management CIS-CSM Reddit Questions

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

Question 65

With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?

After 3 days

After 5 days

After 1 day

After 7 days

Question 66

What are some benefits that Knowledge Product Entitlement provide? (Choose three.)

Reduces call volume

Makes it easier for Agents to manage case volume

Allows access to Knowledge Articles that are related to products owned by a customer

Information about customer’s service contract

Question 67

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

Case Performance

Case Analytics

Case Digest

Case Spotlight

Question 68

From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case? (Choose three.)

Account

Incident

Customer Service Application

Special Handling Note

Chat