Home

Home / ServiceNow / CIS-CSM

Question list

List of questions

Question 1

(0)

What is the purpose of the Guided Decisions capability?

Question 2

(0)

Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?

Question 3

(0)

During which Now Create stage are workshops conducted?

Question 4

(0)

Which application must be activated to enable customers to check in on-line for future appointments?

Question 5

(0)

What are benefits of me Conversation History feature? (Choose two.)

Question 6

(0)

From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case? (Choose three.)

Question 7

(0)

What allows the implementation of phases and tasks to meet performance goals track progress and measure success?

Question 8

(0)

Which of the following is correct regarding the social med a channel?

Question 9

(0)

In ServiceNow's CSM Application, what is an interaction?

Question 10

(0)

Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px. Options are :

Open VPLUS File

Convert VPLUS to PDF

Related questions

Which social media channels are NOT available out-of-box?

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

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.)

In the 'Action Status' column on a case list what could a red indicator dot mean? (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 :

How many outbound email accounts are supported in Customer Service Management?

Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?

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?

What should be part of the pre-engagement collateral?

Question 1 - CIS-CSM discussion

Report

What is the purpose of the Guided Decisions capability?

A.

Provide agents with an escalation guide

B.

Guide agents through account management

C.

Dynamically guide agents to help resolve complex cases

D.

Provide agents with a knowledge guide

Show Answer

asked 23/09/2024

PATRICK ADUSEI

45 questions

User

Your answer: A B C D

0 comments

Sorted by

Leave a comment first