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ServiceNow CIS-CSM Practice Test - Questions Answers, Page 22

List of questions

Question 211

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Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?

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Question 212

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Which feature sends an email notification containing a list of relevant knowledge articles to the case submitter and watchlist users associated with the case whenever a case is created?

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Question 213

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Which knowledge records can be configured with User Criteria?

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Question 214

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What are the types of matching criteria for Customer Service? (Choose four.)

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Question 215

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What is the most efficient way to get cases to be dosed automatically after a few days?

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Question 216

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What is a limitation regarding synchronization between a case and its associated work order?

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Question 217

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What is the primary output from the Requirements Gathering workshop?

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Question 218

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Using the out-of-the-box major issue management process flow, a consumer service agent proposes an existing case in the Open state as a major case candidate. The major case candidate has a consumer defined and is approved by the customer service manager What happens to the major case candidate?

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Question 219

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Which of the following are benefits that may be gained from using communities?

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Question 220

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What functionality is required to automatically close resolved cases if customers do not respond within a specified time?

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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?