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ServiceNow Updated CIS-CSM Exam Questions and Answers by jonathan

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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:	229 Q&A's	Shared By:	jonathan

Question 48

What will be the state of a case after a customer rejects the solution proposed by an agent?

Options:

A.

In Progress

B.

Open Most Voted

C.

New

D.

Solution Rejected

Discussion

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Question 49

Out-of-box, which functionality handles state transitioning for case management?

Options:

A.

Business Rules

B.

Flows

C.

Workflows

D.

State Flows

Discussion

Question 50

What’s the purpose of the Deactivate Special Handling Notes Scheduled Job?

Options:

A.

Runs at the end of the month and deactivates all Special Handling notes more than 30 days old

B.

Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by the end of the week

C.

Runs on demand by the System Admin who must set specific weekly schedules and set only those that are priority 1-critical to be deactivated

D.

Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates

Discussion

Question 51

What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)

Options:

A.

Reduces agent workload

B.

Reduces monthly case volume

C.

Work orders can be created from a case Most Voted

D.

Customer can access work order details and tasks created for their case

Discussion

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