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CIS-CSM Actual Exam Questions

Last updated on Dec. 31, 2024.
Vendor:ServiceNow
Exam Code:CIS-CSM
Exam Name:Certified Implementation Specialist - Customer Service Management
Exam Questions:241
97% Passed the exam with this material
 

Topic 1 - Exam A

Question #1 Topic 1

Agents and managers cannot create knowledge articles from Community questions.

  • A. True
  • B. False
Reveal Solution Hide Solution   Discussion   16

Correct Answer: A 🗳️

Question #2 Topic 1

Information about a customer’s service contract is found in Knowledge.

  • A. False
  • B. True
Reveal Solution Hide Solution   Discussion   2

Correct Answer: A 🗳️

Question #3 Topic 1

From what places in SN can an agent create a case? (Choose three.)

  • A. Customer Service Application
  • B. Contact
  • C. Account
  • D. Chat
Reveal Solution Hide Solution   Discussion   27

Correct Answer: ACD 🗳️

Question #4 Topic 1

What are the conditions that matching rules are based on? (Choose two.)

  • A. Agent resources best suited to work on a case
  • B. Specific routing rules
  • C. Filters set up in advanced work assignment
  • D. Specific case attributes
Reveal Solution Hide Solution   Discussion   5

Correct Answer: AD 🗳️

Question #5 Topic 1

Matching rules enhance assignment capability by ____________________.

  • A. Matching best agent by availability
  • B. Providing dynamic matching of cases to groups or individuals
  • C. Determining if account is a customer or partner
  • D. Matching best agent by skill
Reveal Solution Hide Solution   Discussion   7

Correct Answer: A 🗳️

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