Servicenow chinesedumps cis-csm Exam Results by Mitchell q51 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:	239 Q&A's	Shared By:	mitchell

Question 60

Guided decisions is a decision authoring and execution capability that dynamically guides agents to resolve complex cases. Guided decisions consist of decision trees. What is a decision tree?

Options:

A step-by-step methodology for creating and solving different case types

A detailed check list for customer service teams

A multi-step process consisting of a series of questions answers, and guidance Most Voted

A set of steps used to define a complex process

Discussion

Question 61

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

Options:

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

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

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

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

Discussion

Question 62

Proactive Customer Service Operations works Event Management to proactively monitor and fix issues affecting customers. It can also trigger case workflow’s and enable organizations to notify customers whose services or products are impacted by an outage or issue. What are the three main components that make up Proactive Customer Service Operations? (Choose three.)

Options:

Proactive Prevention

Service-Aware Install Base Most Voted

Service Reporting

Proactive Case Most Voted

Service-Aware CMDB

Service Monitoring

Discussion

Question 63

Which of the following are channels? (Choose two.)

Options:

Contacts

Web

Chat

Article

Discussion

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