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ServiceNow CIS-Customer Service Management CIS-CSM New Questions

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Question 64

Which of the following options can a survey administrator define on an individual survey? (Choose two.)

Options:

A.

The ability for end users to decline survey assignments

B.

Number of survey reminder notifications

C.

Trigger conditions Most Voted

D.

Anonymize responses

Question 65

Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?

Options:

A.

Set the Agent Experience (What agents see in their Workspace inbox)

B.

Define Assignment Rules (How to assign work items)

C.

Define Work Item Queues (Where to route)

D.

Configure Service Channels (What to route)

Question 66

What benefits does scoping an application bring? (Choose three.)

Options:

A.

CSM teams can move at their desired pace, independent of IT

B.

Provides CSM teams autonomy and control

C.

CSM application data and business logic is protected from changes by other applications

D.

Account records can be changed only while in the CSM scope

E.

Changes in different scopes can be addressed in a single update set

Question 67

Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?

Options:

A.

Open an incident

B.

Viewing knowledge articles

C.

Live chat

D.

Consumer self-registration

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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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