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ServiceNow CIS-CSM Practice Test - Questions Answers, Page 14

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List of questions

Question 131

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What are the different resource matching methods on the Matching Rule form?

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Question 132

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What are the three out-of-the-box playbooks for CSM?

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Question 133

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External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals. What can they approve in relation to cases via the portals?

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Question 134

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Which roles are responsible for maintaining account team membership? (Choose two.)

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Question 135

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Viewing a customer's install base in the CSM Workspaces enables customer service agents to: (Choose two.)

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Question 136

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What is KCS (Knowledge Centered Services)?

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Question 137

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Depending on the CSM application configurations, cases can be assigned to agents manually or by using auto-assignment. Which routing and assignment features leverage matching rules? (Choose two.)

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Question 138

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Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? (Choose three.)

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Question 139

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Why does the implementation team need to deliver core functionality to the customer as quickly as possible?

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Question 140

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What is a household entity?

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Total 239 questions
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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?
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.)
What do blue circles in the timeline of a case form represent?
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What are the types of units used to measure entitlements? (Choose two.)
_____________________ 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?