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ServiceNow Updated CIS-CSM Exam Questions and Answers by creed

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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: creed
Question 64

Matching rules enhance assignment capability by ____________________.

Options:

A.

Matching best agent by availability

B.

Providing dynamic matching of cases to groups or individuals

C.

Determining if account is a customer or partner

D.

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:

A.

Experience

B.

Skills

C.

Availability

D.

Shifts

E.

Capacity

F.

Products

Discussion
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Question 66

Articles can provide the following: (Choose three.)

Options:

A.

Document current and known issues

B.

Provide answers and responses to common issues or questions

C.

Information about customer’s service contract

D.

Share product information

Discussion
Question 67

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

Options:

A.

The role then becomes a child responsibility

B.

Ensure there is a dedicated account manager for that account

C.

The role then becomes a parent responsibility

D.

Prevent the same role being used on different customer accounts

Discussion
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