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ServiceNow Updated CIS-CSM Exam Questions and Answers by calvin

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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: 257 Q&A's Shared By: calvin
Question 32

What is required to enable the Follow the sun field on the Customer Service Case form?

Options:

A.

Nothing, it is a standard field

B.

The value property on the form must be set to true

C.

The plugin ‘com.snc.csm_time_recording’ needs to be activated

D.

The value property on the form must be set to true and the field added to the case form

Discussion
Question 33

Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)

Options:

A.

Apply Role by Customer

B.

Auto Assessment

C.

Change Update to Close

D.

Update Case Entitlement

Discussion
Question 34

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

Options:

A.

Any configuration item that has been made accessible to customers

B.

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

C.

A binding agreement between two parties

D.

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

Discussion
Question 35

Installing the Customer Service Management plugin activates:

Options:

A.

Only one other plugin - Field Service Management Plugin

B.

No other Plugins

C.

Only two other plugins - Portal and Case Management

D.

Many other plugins at the same time

Discussion
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