Servicenow selftestengine new Release Cis-csm Cis-customer Service Management Questions by Creed 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:	239 Q&A's	Shared By:	creed

Question 64

Matching rules enhance assignment capability by ____________________.

Options:

Matching best agent by availability

Providing dynamic matching of cases to groups or individuals

Determining if account is a customer or partner

Matching best agent by skill

Discussion

Question 65

Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)

Options:

Experience

Skills

Availability

Shifts

Capacity

Products

Discussion

Question 66

Articles can provide the following: (Choose three.)

Options:

Document current and known issues

Provide answers and responses to common issues or questions

Information about customer’s service contract

Share product information

Discussion

Question 67

Regarding Account Teams, what is the purpose of marking a role as 'unique'?

Options:

The role then becomes a child responsibility

Ensure there is a dedicated account manager for that account

The role then becomes a parent responsibility

Prevent the same role being used on different customer accounts

Discussion

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