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ServiceNow Updated CIS-CSM Exam Questions and Answers by mitchell

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ServiceNow CIS-CSM Exam Overview :

Exam Name: ServiceNow Certified Implementation Specialist - Customer Service Management Exam
Exam Code: CIS-CSM Dumps
Vendor: ServiceNow Certification: CIS-Customer Service Management
Questions: 257 Q&A's Shared By: mitchell
Question 60

What is the purpose of the sidebar feature in CSM Configurable Workspace?

Options:

A.

Enables managers lo discreetly monitor chats between agents and customers

B.

Enables agents to access response templates to help them resolve cases faster and more efficiently

C.

To enable agents to collaborate with other agents or Subject Matter Experts (SMEs) in real-time for faster case resolution

D.

Enables agents to keep information regarding details of the case visible at all times

Discussion
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Question 61

Partner admin contacts have access to the data of both their partner accounts and customer accounts.

Options:

A.

True

B.

False

Discussion
Question 62

What do blue circles in the timeline of a case form represent?

Options:

A.

Triggered SLAs

B.

State changes

C.

Customer comments

D.

Activity updates

Discussion
Question 63

On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)

Options:

A.

Partner admin

B.

Partner contact

C.

Customer admin

D.

Customer contact

Discussion
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