Servicenow nwexams ace Your Cis-csm Cis-customer Service Management Exam by Izabella q40 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:	izabella

Question 8

_____________________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.

Options are :

Options:

Partner [sn_customerservice.partner]

Agent [sn_customerservice_agent]

Consumer Agent [sn_customerservice.consumer_agent]

Agent manager [sn_customerservice_manager]

Customer case manager [sn_customerservice.customer_case_manager]

Customer administrator [sn_customerservice.customer_admin]

Discussion

Question 9

External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:

Options:

webDAV-compilant

Web-based

WebDAV-versioned

Web-configurable

Discussion

Question 10

User criteria records may be applied to which knowledge items?

Options:

Knowledge Base

Knowledge Base and Category

Knowledge Base and Article

Knowledge Base, Category and Article

Discussion

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Question 11

What module is used to create Case Record Producers?

Options:

Case Record Producers

Edit Records

Record Producers

Maintain Records

Discussion

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