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CIS-Customer Service Management ServiceNow Certified Implementation Specialist - Customer Service Management Exam

ServiceNow Certified Implementation Specialist - Customer Service Management Exam

Last Update Apr 2, 2025
Total Questions : 239

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Questions 2

What is a supported external customer that, in turn, sells to and supports one or more customers?

Options:

Partner

Account

Contact

Consumer

Discussion 0

Questions 3

In case management. Parent Child Synchronization allows for which of the following:

Options:

Synchronization of all child cases as well as children of child cases on all levels

Child cases to be separated from Parent cases and will not be synchronized automatically

Parent cases to automatically generate child cases when all fields are filled out thus, synchronized auto-population

Enabling the Customer Service agent to create cases so that all the children cases can be managed by managing the parent case

Discussion 0

Questions 4

Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)

Options:

Customer service manager (sn_customerservice_manager) Most Voted

Customer service agent (sn_customerservice_agent) Most Voted

Customer administrator (sn_customerservice.customer_admin)

Partner (sn_customerservice.partner)

Discussion 0

Questions 5

ESTION NO: 214

What is KCS (Knowledge Centered Services)?

Options:

A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management

A documented methodology to provide a set of best practices for creating and maintaining knowledge Most Voted

A dashboard with specific visualization of the different knowledge bases and categories

An application that helps agents and managers to create cases from Knowledge articles

Discussion 0

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