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ServiceNow CIS-CSM Practice Test - Questions Answers, Page 18

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Question 171

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Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)

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Question 172

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When are child cases updated from the parent case?

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Question 173

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New case tasks use the following prefix:

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Question 174

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The default configuration automatically closes resolved Cases after how many days?

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Question 175

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An account is a supported external customer and a contact is a user who is an employee of an account. How many accounts can a contact be associated with?

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Question 176

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Installing the Customer Service Management plugin activates:

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Question 177

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A customer service agent wants to escalate an account but is unable to use the Escalate Account related link on the Account form. What could be the reasons why the customer service agent is not able to use it? (Choose two.)

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Question 178

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Which step in Advanced Work Assignment (AWA) would ensure the work was allocated to the appropriate agent?

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Question 179

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How are ServiceNow's out-of-the-box Customer Service Management applications packaged? (Choose two.)

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Question 180

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Entitlements are counted using two types of units:

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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?
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.)
_____________________ 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?