Servicenow dumpspedia pearson Cis-csm New Attempt by Kiera q20 vce pdf

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Exam Name:	ServiceNow Certified Implementation Specialist - Customer Service Management Exam
Exam Code:	CIS-CSM Dumps
Vendor:	ServiceNow	Certification:	CIS-Customer Service Management
Questions:	229 Q&A's	Shared By:	kiera

Question 24

Customer Service Trending Topics is a capability that enables companies to use Predictive Intelligence to quickly pinpoint factors driving up case volume and act to mitigate them. Which of the following would be a benefit of using Predictive Intelligence Customer Service Trending Topics?

Options:

A guaranteed reduction in call volume per month

Eliminate the need for more traditional performance analytics

Auto-generate clusters of cases that point to similar underlying issues

Create root cause solutions for similar cases

Discussion

Question 25

In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?

Options:

Routes the chat towards another group

Uses response templates to Insert as text in a conversation

Rolls up the current chat history towards an existing case

Rejects an incoming chat and moves it automatically to the general queue

Discussion

Question 26

The self-registration feature enables new customer contacts to submit registration requests from the customer portal. Which role is responsible for creating the unique registration code for each account?

Options:

Customer Service Manager (sn_customerservice_manager)

System administrator (admin)

Service organization administrator (sn_customerservice.service_organization_admin)

Customer admin (sn_customerservice.customer_admin)

Discussion

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Question 27

An entitlement defines the types of support a customer receives. Entitlements are based on a number of standard fields such as product and asset. When Proactive Customer Service Operations is implemented which additional fields could be used?

Choose 2 answers

Options:

Contact

Sold product

Install base Item

Configuration item

Business Service

Discussion

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