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

Question 41

Which table does the Account (customer_account) table extend?

Company (core company)

Business Location (sn_csm_business_location)

Service Organization (sn_customer_service_organization)

Customer (sn_customer_service__customer)

Question 42

What are the types of units used to measure entitlements? (Choose two.)

Hours

Contract

Cost

Case

Question 43

Which of the following is correct regarding the social med a channel?

Cases cannot be created from any of the social channels

Cases are NOT created automatically from any of the social channels

Cases can be created automatically depending on which social channel is used

Cases are created automatically from all of the social channels

Question 44

What allows the implementation of phases and tasks to meet performance goals track progress and measure success?

Performance Analytics Spotlight

Scheduled Reporting

Service Level Agreement Tasks

Continual Improvement Management