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CIS-CSM: Certified Implementation Specialist - Customer Service Management
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A consumer service agent receives and accepts a case which was created by a consumer. The agent needs and requests more information from the consumer. After receiving the information, the agent proposes a solution that is accepted by the consumer Given this scenario, what is the chronological order of case states used to manage this case?
Explanation:
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseStates.html
Who can create a customer service case from a community discussion? (Choose two.)
What can a person assigned with the customer role access on the customer service portal by default? (Choose three.)
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What do blue circles in the timeline of a case form represent?
Explanation:
customer-service-management/reference/r_CustomerServiceCaseTimeline.html
With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?
Benefits of Proactive Customer Service Operations include: (Choose two.)
Articles can provide the following: (Choose three.)
What are the types of units used to measure entitlements? (Choose two.)
Explanation:
Entitlements are counted on a per unit basis. The Unit field on the Service Entitlement form defines the unit type, either cases or hours.
Source: https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/configure-csm-entitlements.html
_____________________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.
Options are :
What should be part of the pre-engagement collateral?
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