CIS-CSM Exam Dumps - ServiceNow CIS-Customer Service Management Questions and Answers

Community

Knowledge Base

Open An Incident

Service Catalog

Assist customers with questions, issues and problems

Create cases

Propose major cases

View, edit, and work on cases

Approve customer contacts

Manage customer entitlements

Enables managers lo discreetly monitor chats between agents and customers

Enables agents to access response templates to help them resolve cases faster and more efficiently

To enable agents to collaborate with other agents or Subject Matter Experts (SMEs) in real-time for faster case resolution

Enables agents to keep information regarding details of the case visible at all times

An individual record that handles and routes issues for internal users

An Individual record that Is used to identity and create automation opportunities

An individual record that is used to identify and resolve a question or issue for an external customer

An individual record that handles and resolves incidents tor external customers

Execute

Initiate

Deliver

Plan

Close

Consumer

Entitlement

Sold Product

Can research questions issues, or problems, and create view and edit cases for only their own accounts

Can assign the roles to other contacts in the same account

Can view assets belonging to their account

Can edit information or roles for existing contacts

The customer case becomes a child case of the major case

The customer case will be automatically closed

The customer case becomes the parent case of the major case

The customer case will automatically be related to a problem

Parent Install Base Item

Configurable Attributes

Root Install Base Item

Child Install Base Item

2

Unlimited

1

3