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ServiceNow CIS-CSM Practice Test - Questions Answers, Page 23

List of questions

Question 221

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Customer Service Trending Topics is a capability that enables companies to use Predictive Intelligence to quickly pinpoint factors driving up case volume and act to mitigate them. Which of the following would be a benefit of using Predictive Intelligence Customer Service Trending Topics?

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Question 222

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User criteria records may be applied to which knowledge items?

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Question 223

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Which role must B2B and B2C customers obtain, at a MINIMUM, to have access to a ServiceNow instance?

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Question 224

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Which roles are considered external?

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Question 225

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What are available matching criteria for case assignment in Customer Service Management?

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Question 226

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Which feature enables employees to request support for themselves and for external customers?

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Question 227

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In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?

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Question 228

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Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?

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Question 229

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What will be the state of a case after a customer rejects the solution proposed by an agent?

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Question 230

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What are the recommended good practices when running implementation workshops?

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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?
With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?
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_____________________ 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?