Servicenow selftestengine new Release Cis-csm Cis-customer Service Management Questions by Creed q40 vce pdf

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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:	creed

Question 64

In ServiceNow’s CSM Application, what is an interaction?

Options:

Any configuration item that has been made accessible to customers

A record that a Customer Service Agent uses to identify and resolve a question or an issue for an external customer

A binding agreement between two parties

A request for assistance made through a chat, phone call, or walk-up

Discussion

Question 65

A customer service agent wants to escalate an account but is unable to use the Escalate Account related link on the Account form. What could be the reasons why the customer service agent is not able to use it? (Choose two.)

Options:

No escalation approval flow is configured

The parent account of the account to be escalated is not active

The customer service agent is not assigned with the escalation requester role

The account already has an open escalation record

Discussion

Question 66

What does viewing a customer’s install base enable customer service agents to do? (Choose two.)

Options:

See the detailed configurations of the products and services deployed for a customer to determine me action needed

Monitor alerts for operational services and configuration items that affect service health

Trace information provided m a case to the right product or service to which it relates

Close an upsell of related products and services not yet purchased by a customer

Discussion

Question 67

Customer Service Management Administrators can delegate Contact Administration activities to specific contacts within accounts by assigning specific roles to one or more users. Which of the following roles, if assigned, would allow the user to create contacts?

Options:

Customer case manager (sn_customerservice.customer_case_manager)

Customer account manager (sn_customerservice.customer_account_manager)

Customer admin (sn_customerservice.customer_admln) Most Voted

Customer (sn_customerservice.customer)

Discussion

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