CIS-CSM Exam Questions Tutorials

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Question 16

Depending on the CSM application configurations, cases can be assigned to agents manually or by using auto-assignment. Which routing and assignment features leverage matching rules? (Choose two.)

Options:

State Flows

Assignment Workbench

Assignment Rules

CSM Workspace

Question 17

For security purposes certain roles cannot be assigned to a group or individual at the same time. Which of me following two roles would be restricted?

Options:

snc_intemai and snc_external

snc_internal and sn_customerservice.consumer_agent

snc_internal and sn_customerservice_agent

snc_external and sn_customerservice.customer

Question 18

Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)

Options:

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

Can assign the roles to other contacts in the same account

Can view assets belonging to their account Most Voted

Can edit information or roles for existing contacts

Question 19

Information in the Case Field ‘Contact’ is copied to which Incident Field?

Options:

Contact

User

Customer

Caller

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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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