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ServiceNow CIS-CSM Exam Dumps
ServiceNow Certified Implementation Specialist - Customer Service Management Exam
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ServiceNow CIS-CSM Sample Questions
Question # 1Agents and managers cannot create knowledge articles from Community questions.
A. True
B. False
Question # 2
Information about a customers service contract is found in Knowledge.
A. False
B. True
Question # 3
From what places in SN can an agent create a case? (Choose three.)
A. Customer Service Application
B. Contact
C. Account
D. Chat
Question # 4
What are the conditions that matching rules are based on? (Choose two.)
A. Agent resources best suited to work on a case
B. Specific routing rules
C. Filters set up in advanced work assignment
D. Specific case attributes
Question # 5
Matching rules enhance assignment capability by ____________________.
A. Matching best agent by availability
B. Providing dynamic matching of cases to groups or individuals
C. Determining if account is a customer or partner
D. Matching best agent by skill
Question # 6
Special Handling Notes can apply to which one of the following based on specific attributes?
A. Domain
B. Contact
C. Holiday
D. VIP
Question # 7
Predictive Intelligence improves Case management by:
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 # 8
Which of the following is a condition for matching rules?
A. Agent domain
B. Assignment
C. Switching
D. Specific case attributes
Question # 9
What do blue circles in the timeline of a case form represent?
A. Note
B. State
C. Activity
D. Comment
Question # 10
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
A. Case Escalation
B. Case State
C. Case Categorization
D. Case Prioritization
Question # 11
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
A. Apply Role by Customer
B. Auto Assessment
C. Change Update to Close
D. Update Case Entitlement