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ServiceNow Updated CIS-CSM Exam Questions and Answers by sabrina

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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:	239 Q&A's	Shared By:	sabrina

Question 20

The assignment workbench uses configurable matching criteria to evaluate agents in a selected group and provide an overall ranking. What are the different types of criteria available for the assignment workbench?

Choose 3 answers

Options:

A.

Correlation

B.

Simple Match

C.

Scripted

D.

Availability

E.

Aggregate

Discussion

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Question 21

To which recipient types can targeted communications (publications) be sent? (Choose two.)

Options:

A.

Outsourced Service Providers

B.

Contacts

C.

Internal users

D.

Households

Discussion

Question 22

Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?

Options:

A.

Open an incident

B.

Viewing knowledge articles

C.

Live chat

D.

Consumer self-registration

Discussion

Question 23

What do blue circles in the timeline of a case form represent?

Options:

A.

Triggered SLAs

B.

State changes

C.

Customer comments

D.

Activity updates

Discussion

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