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Question 1

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What is the purpose of the Guided Decisions capability?

Question 2

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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

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During which Now Create stage are workshops conducted?

Question 4

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

Question 5

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

Question 6

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

Question 7

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

Question 8

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

Question 9

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

Question 10

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

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 155 - CIS-CSM discussion

Customer service personnel who are allocated the customer service agent (sn_customerservice_agent) role are responsible for which of the following tasks? (Choose four.)

Assist customers with questions, issues and problems

Create cases

Propose major cases

View, edit, and work on cases

Approve customer contacts

Manage customer entitlements

Show Answer

asked 23/09/2024

Grzegorz GÅ‚ogowski

32 questions

Your answer: A B C D E F

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