Servicenow passcert cis-csm Based On Real Exam Environment by Matthias 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:	257 Q&A's	Shared By:	matthias

Question 16

What is a supported external customer that, in turn, sells to and supports one or more customers?

Options:

Partner

Account

Contact

Consumer

Discussion

Question 17

Advanced Work Assignment assigns work to agents based on their availability, capacity, and skills. Agent Affinity enhances the Advanced Work Assignment process by adding additional agent details organized by affinity type. Which of these are these affinity types?

Choose 3 answers

Options:

Skill seniority

Account team responsibility

Related task

Historical

Product expertise

Discussion

Question 18

Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

Options:

Manage cases on behalf of customer service agents

Create cases on behalf of customers

Manage requests on behalf of customer service agents

Create requests on behalf of customers

Manage major incident communication on behalf of a customer service manager

Discussion

Question 19

Which roles can propose a case as a Major Case candidate? (Choose three.)

Options:

Proxy contact (sn_customerservice.proxy_contact)

Customer case manager (sn_customerservice.customer_case_manager)

Customer service manager (sn_customerservice_manager) Most Voted

Customer service agent (sn_customerservice_agent) Most Voted

Major issue manager (sn_majorissue_mgt.major_issue_manager)

Discussion

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