ExamGecko
Search Search Login
Home Home / ServiceNow / CIS-CSM
Question list
Search
Search
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 CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?
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 :
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?
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.)
What should be part of the pre-engagement collateral?

Question 124 - CIS-CSM discussion

Report
Export

As an agent you can report a knowledge gap, if you cannot find relevant articles that could help resolve a case. Which action is required to create the knowledge gap?

A.
Document the knowledge gap in the case worn notes and escalate the case
Answers
A.
Document the knowledge gap in the case worn notes and escalate the case
B.
Use Related Links on the case form to report a knowledge gap
Answers
B.
Use Related Links on the case form to report a knowledge gap
C.
Post a question in one of the various Customer Service Management knowledge bases
Answers
C.
Post a question in one of the various Customer Service Management knowledge bases
D.
Use the Create Knowledge button on the case form to report a knowledge gap
Answers
D.
Use the Create Knowledge button on the case form to report a knowledge gap
Suggested answer: B
Show Answer
asked 23/09/2024
BERNDT HAMBOECK
26 questions
PreviousPreviousNextNext
User
Your answer:
0 comments
Sorted by

Leave a comment first

ExamGecko

Copyright @2023 ExamGecko | All right reserved

Mail us: [email protected]
About us
Contact us
Twitter X
Facebook
Medium
Convert VPLUS to PDF
Open VPLUS files Easily and Quickly
Privacy Policy
Disclaimer
Terms