ServiceNow CIS-CSM Actual Questions

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

Question 69

Which of the following are benefits of customer access management? (Choose two.)

It increases security by automatically granting access to cases based on access to sold product.

It defaults the responsibility for access management to the customer.

It defaults the responsibility for access management to the customer service agent.

It improves the customer experience by enabling related parties to track and collaborate on cases.

Question 70

Which step in Advanced Work Assignment (AWA) would ensure the work was allocated to the appropriate agent?

Set the Agent Experience

Define Assignment Rules

Define Work Item Queues

Configure Service Channels

Question 71

Which social media channels are NOT available out-of-box?

Facebook

Twitter

All of the above

None of the above