ServiceNow CIS-CSM Practice Test - Questions Answers, Page 23
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Question 221

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?
Question 222

User criteria records may be applied to which knowledge items?
Question 223

Which role must B2B and B2C customers obtain, at a MINIMUM, to have access to a ServiceNow instance?
Question 224

Which roles are considered external?
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Question 225

What are available matching criteria for case assignment in Customer Service Management?
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Question 226

Which feature enables employees to request support for themselves and for external customers?
Question 227

In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?
Question 228

Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?
Question 229

What will be the state of a case after a customer rejects the solution proposed by an agent?
Question 230

What are the recommended good practices when running implementation workshops?
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