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Download Full Version CIS-CSM ServiceNow Exam

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Total 239 questions
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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Questions and Answers

Question 29

Which of the following best describes how the CSM application uses the Asset table?

Options:

A.

CSM uses the Product table instead of the ITSM Asset table

B.

Because CSM Assets are managed differently from ITSM Assets. ServiceNow uses different Asset Tables foe CSM than it does for ITSM

C.

ServiceNow uses the same Asset table for both CSM and ITSM. however, CSM has a different subset of fields

D.

CSM uses the Product Model table instead of the ITSM Asset table

Question 30

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 31

Which of the following child case states would cause parent - child case synchronization to fail?

Choose 3 answers

Options:

A.

Cancelled

B.

Resolved

C.

Awaiting Info

D.

In Progress

E.

Closed

F.

New

Question 32

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

Page: 8 / 18
Total 239 questions
Get CIS-CSM Full Access Download CIS-CSM PDF