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

Question 13

Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

Options:

Manage cases on behalf of customer service agents

Create cases on behalf of customers

Manage requests on behalf of customer service agents

Create requests on behalf of customers

Manage major incident communication on behalf of a customer service manager

Question 14

Predictive Intelligence improves Case management by:

Options:

Predicting what values should have gone into empty fields in historical records

Reducing the number of records needed to accurately predict a value

Replacing legacy routing rules

Predicting Case values without manual intervention

Question 15

What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)

Options:

Knowledge and skills required for agents

Geographical location of customer

Languages spoken by agents

Number and type of support tools available

Number of customer service portals used

Number of agents required

Question 16

The CSM application has a feature that can be used to filter records in CSM-related tables which are accessible by users with CSM roles. This feature makes it unnecessary to create business logic for those persona access the data. What is this feature?

Options:

CSM Query Rules

Data Policies

Access Types

Filtered Lists

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

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CompTIA

Fortinet

Microsoft

Salesforce