ServiceNow CIS-CSM Practice Test - Questions Answers, Page 21
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When are any changes to the platform considered a customization?
Proactive Customer Service Operations works Event Management to proactively monitor and fix issues affecting customers. It can also trigger case workflow's and enable organizations to notify customers whose services or products are impacted by an outage or issue. What are the three main components that make up Proactive Customer Service Operations? (Choose three.)
What does NLU stand for?
Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?
Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?
Which roles are considered external? (Choose two.)
What role can be assigned to employees who are not fulfillers, such as those in sales and services, or do not have other CSM-specific roles, but have a need to create cases on behalf of customers?
Which of the following options can a survey administrator define on an individual survey? (Choose two.)
Which type of catalog item may be found in a Service Catalog?
Asset classes are defined to allow for logical grouping of assets. There are five asset classes provided to group assets, each Asset class provides unique functionality for that group of Assets in the platform. Which of the following are the asset classes used? (Choose five.)
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