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CIS-Customer Service Management CIS-CSM Book

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Question 56

Service-aware Install Base consists of which entities? (Choose three.)

Options:

A.

Installed Products

B.

Install Base Items

C.

Assets

D.

Sold Products

E.

Configuration Items

Question 57

Predictive Intelligence improves Case management by:

Options:

A.

Predicting what values should have gone into empty fields in historical records

B.

Reducing the number of records needed to accurately predict a value

C.

Replacing legacy routing rules

D.

Predicting Case values without manual intervention

Question 58

Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

Options:

A.

Case Escalation

B.

Case State

C.

Case Categorization

D.

Case Prioritization

Question 59

Which application must be activated to enable customers to check in on-line for future appointments?

Options:

A.

Business Location

B.

Walk-Up Experience

C.

Field Service Management

D.

Service Organization

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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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