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ServiceNow CIS-CSM Practice Test - Questions Answers, Page 12

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List of questions

Question 111

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The assignment workbench uses configurable matching criteria to evaluate agents in a selected group and provide an overall ranking. What are the different types of criteria available for the assignment workbench?

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Question 112

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What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?

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Question 113

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Based on which out-of-box attributes can Special Handling Notes be applied to cases?

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Question 114

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Now Create provides a prescriptive methodology, leading practices, and accelerators to help with ServiceNow implementations and upgrades How many sequential project phases and exit gates are there in the Now Create Methodology?

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Question 115

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What features are included with the Customer Service Portal?

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Question 116

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From which one of the following can an agent create a CSM Case:

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Question 117

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What is a supported external customer that, in turn, sells to and supports one or more customers?

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Question 118

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Name a security benefit gained from using scoped applications:

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Question 119

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Advanced Work Assignment assigns work to agents based on their availability, capacity, and skills. Agent Affinity enhances the Advanced Work Assignment process by adding additional agent details organized by affinity type. Which of these are these affinity types?

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Question 120

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An Account Relationship is based on a defined account relationship type. Users with the System Administrator role can define two types of relationships:

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Related questions

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?
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What do blue circles in the timeline of a case form represent?
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What should be part of the pre-engagement collateral?