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ServiceNow CIS-CSM Practice Test - Questions Answers, Page 17

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List of questions

Question 161

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In the 'Action Status' column on a case list, what could a blue indicator dot mean?

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Question 162

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Which table must be extended when creating a new case type?

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Question 163

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Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)

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Question 164

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After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?

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Question 165

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Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)

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Question 166

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To which recipient types can targeted communications (publications) be sent? (Choose two.)

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Question 167

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What does viewing a customer's install base enable customer service agents to do? (Choose two.)

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Question 168

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What are the advantages of leading indicators over lagging indicators? (Choose two.)

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Question 169

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The ServiceNow add-in for Microsoft Outlook enables you to manage workflows such as creating and updating contacts and cases from within Microsoft Outlook. How could this feature positively affect customer experience?

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Question 170

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What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?

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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.)
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