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Ace Your CIS-CSM CIS-Customer Service Management Exam

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Question 36

What functionality is required to automatically close resolved cases if customers do not respond within a specified time?

Options:

A.

Auto Close Resolved Cases Workflow

B.

Auto Close Resolved Cases Flow Designer Flow

C.

Auto Close Resolved Cases Business Rule

D.

Auto Close Resolved Cases Scheduled Job

Question 37

Information about a customer’s service contract is found in Knowledge.

Options:

A.

False

B.

True

Question 38

What does viewing a customer’s install base enable customer service agents to do? (Choose two.)

Options:

A.

See the detailed configurations of the products and services deployed for a customer to determine me action needed

B.

Monitor alerts for operational services and configuration items that affect service health

C.

Trace information provided m a case to the right product or service to which it relates

D.

Close an upsell of related products and services not yet purchased by a customer

Question 39

In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?

Options:

A.

Routes the chat towards another group

B.

Uses response templates to Insert as text in a conversation

C.

Rolls up the current chat history towards an existing case

D.

Rejects an incoming chat and moves it automatically to the general queue

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Exam Code: CIS-CSM
Exam Name: ServiceNow Certified Implementation Specialist - Customer Service Management Exam
Last Update: May 3, 2024
Questions: 229
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