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ServiceNow CIS-CSM Practice Test - Questions Answers, Page 4

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Question 31

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Predictive Intelligence improves Case management by:

Predicting what values should have gone into empty fields in historical records
Predicting what values should have gone into empty fields in historical records
Reducing the number of records needed to accurately predict a value
Reducing the number of records needed to accurately predict a value
Replacing legacy routing rules
Replacing legacy routing rules
Predicting Case values without manual intervention
Predicting Case values without manual intervention
Suggested answer: D
asked 23/09/2024
Alan Phillips
46 questions

Question 32

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Which of the following is a condition for matching rules?

Agent domain
Agent domain
Assignment
Assignment
Switching
Switching
Specific case attributes
Specific case attributes
Suggested answer: D
Explanation:

customer-service-management/concept/case-assignment-matching-rules.html

asked 23/09/2024
Liam Derwin
39 questions

Question 33

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What do blue circles in the timeline of a case form represent?

Note
Note
State
State
Activity
Activity
Comment
Comment
Suggested answer: B
Explanation:

customer-service-management/reference/r_CustomerServiceCaseTimeline.html

asked 23/09/2024
Muzammil Mirza
39 questions

Question 34

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Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

Case Escalation
Case Escalation
Case State
Case State
Case Categorization
Case Categorization
Case Prioritization
Case Prioritization
Suggested answer: C, D
asked 23/09/2024
Chan Man Wong
48 questions

Question 35

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Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)

Apply Role by Customer
Apply Role by Customer
Auto Assessment
Auto Assessment
Change Update to Close
Change Update to Close
Update Case Entitlement
Update Case Entitlement
Suggested answer: B, D
Explanation:

Source: https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/reference/r_BRIWCustomerService.html

asked 23/09/2024
miguel sartori
40 questions

Question 36

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What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)

Define the Business Pain Points
Define the Business Pain Points
Provide consistent service to customers
Provide consistent service to customers
Have a clear understanding of the use cases
Have a clear understanding of the use cases
Define the number of hours needed to develop the associated requirements
Define the number of hours needed to develop the associated requirements
Implementation is only as good as the underlying process
Implementation is only as good as the underlying process
Suggested answer: A, C, D, E
asked 23/09/2024
sushil divate
45 questions

Question 37

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What should be emphasized when designing solutions? (Choose three.)

Minimize customizations
Minimize customizations
Focus Out-of-the-box functionality
Focus Out-of-the-box functionality
Design for Scalability
Design for Scalability
Mobile friendly functionality
Mobile friendly functionality
Suggested answer: B, C, D
asked 23/09/2024
FELIPE VILLAGOMEZ CARDENAS VILLAGOMEZ
48 questions

Question 38

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What role does the Engagement Manager play before the Workshop? (Choose two.)

Project Manager
Project Manager
Acts as intermediary
Acts as intermediary
Provides answers to technical problems
Provides answers to technical problems
Assists with technical requirements
Assists with technical requirements
Suggested answer: A, D
asked 23/09/2024
J Von
57 questions

Question 39

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What should be part of the pre-engagement collateral?

Frequently Asked Questions (FAQ)
Frequently Asked Questions (FAQ)
Scoping Guide
Scoping Guide
Customer Service roles template
Customer Service roles template
Stock Keeping Unit (SKU) and pricing sheet
Stock Keeping Unit (SKU) and pricing sheet
Suggested answer: C
asked 23/09/2024
Peter Kiraly
41 questions

Question 40

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Articles can provide the following: (Choose three.)

Document current and known issues
Document current and known issues
Provide answers and responses to common issues or questions
Provide answers and responses to common issues or questions
Information about customer's service contract
Information about customer's service contract
Share product information
Share product information
Suggested answer: A, B, D
asked 23/09/2024
Nguyen Tan Hung
58 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?
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?