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New ServiceNow CIS-CSM Test Notes - CIS-CSM Practice Online

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The ServiceNow CIS-CSM Exam covers a wide range of topics, including ServiceNow customer service management fundamentals, case and knowledge management, service level management, incident management, problem management, and change management. It is designed to test the knowledge and skills of professionals in implementing and configuring ServiceNow's customer service module, and to ensure that they have the expertise to meet the demands of today's fast-paced business environment.

>> New ServiceNow CIS-CSM Test Notes <<

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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q128-Q133):

NEW QUESTION # 128
Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?

A. Configure Service Channels (What to route)
B. Set the Agent Experience (What agents see in their Workspace inbox)
C. Define Work Item Queues (Where to route)
D. Define Assignment Rules (How to assign work items)

Answer: C

NEW QUESTION # 129
To which recipient types can targeted communications (publications) be sent? (Choose two.)

A. Internal users
B. Households
C. Contacts
D. Outsourced Service Providers

Answer: A,C

NEW QUESTION # 130
What must a system administrator configure to define a different approval workflow for an escalation request?

A. Escalation Reason
B. Escalation Rule
C. Escalation Decision
D. Escalation Template

Answer: B

NEW QUESTION # 131
By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)

A. Assets Most Voted
B. Publications Most Voted
C. Contacts
D. Products Most Voted
E. Contracts

Answer: A,B,D

NEW QUESTION # 132
What is the benefit of a phased release approach?

A. More time to develop stories
B. Delivery of core functionality quickly
C. Working across multiple systems of record
D. Team members schedules are able to synchronize

Answer: B

NEW QUESTION # 133
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