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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:	257 Q&A's	Shared By:	kiera

Question 24

What criteria can be used to determine when a new inbound case should be opened?

Options:

When a new customer is created

When an internal problem occurs

When a customer has a question or issue to resolve

When we have new marketing material for a customer

Discussion

Question 25

When creating or importing assets for CSM, model categories are used to: (Choose three.)

Options:

Define whether a Configuration Item (CI) is created when an Asset record is created or vice versa Most Voted

Group assets together Most Voted

Build a classification structure for product models

Model the configuration options for each product model being sold to customers

Define a link between Asset classes and Configuration Item (CI) classes

Discussion

Question 26

What is the purpose of the Guided Decisions capability?

Options:

Provide agents with an escalation guide

Guide agents through account management

Dynamically guide agents to help resolve complex cases

Provide agents with a knowledge guide

Discussion

Question 27

What is knowledge article versioning?

Options:

A content tracker for knowledge articles

A knowledge article publishing guide

The ability to manage and track article updates Most Voted

A knowledge article numbering guide

Discussion

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