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New Release CIS-CSM CIS-Customer Service Management Questions

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Question 60

Which ServiceNow products can be integrated out-of-the-box with CSM?

Choose 3 answers

Options:

A.

Risk Wana9emenI

B.

ITOM Event Management

C.

DevOps

D.

Financial Management

E.

Strategic Portfolio Management

Question 61

In Advanced Work Assignment, what does the overflow assignment capability do, if defined?

Options:

A.

Uses matching and assignment rules to send work Hems to the agent with the most capacity

B.

When one support group reaches capacity the work Item is automatically routed to another group

C.

Uses matching and assignment rules to send won* items to the agent with the highest availability

D.

Routes cases to different groups based on their skill set and availability

Question 62

What is knowledge article versioning?

Options:

A.

A content tracker for knowledge articles

B.

A knowledge article publishing guide

C.

The ability to manage and track article updates Most Voted

D.

A knowledge article numbering guide

Question 63

Regarding Account Teams, what is the purpose of marking a role as 'unique'?

Options:

A.

The role then becomes a child responsibility

B.

Ensure there is a dedicated account manager for that account

C.

The role then becomes a parent responsibility

D.

Prevent the same role being used on different customer accounts

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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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