SERVICENOW CIS-CSM TEST DUMPS - CIS-CSM FREE UPDATES

ServiceNow CIS-CSM Test Dumps - CIS-CSM Free Updates

ServiceNow CIS-CSM Test Dumps - CIS-CSM Free Updates

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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q214-Q219):

NEW QUESTION # 214
Matching rules enhance assignment capability by ____________________.

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

Answer: B


NEW QUESTION # 215
Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? (Choose three.)

  • A. Assigned Cases
  • B. Agent Affinity
  • C. Availability Today
  • D. Agent History
  • E. Matching Skills

Answer: A,C,E


NEW QUESTION # 216
Match the business rule to its function in the Self-Service Portal.
Hot Area:

Answer:

Explanation:

Explanation:


NEW QUESTION # 217
Which of the following are channels? (Choose two.)

  • A. Article
  • B. Chat
  • C. Web
  • D. Contacts

Answer: B,C

Explanation:
Explanation


NEW QUESTION # 218
Which of the following statements is correct with regards to partners vs. third-parties in ServiceNow's CSM application?
Choose 2 answers

  • A. A partner does not own any of the products or services provided by their partnering organization, instead they help to sell, deliver, and support them on their behalf.
  • B. A partner does not own the relationship with a customer. This relationship is owned by the organization they are partnering.
  • C. A partner is an organization that has been contracted to sell products and services they have actually purchased from another organization.
  • D. A partner will own the relationship with their customer
  • E. A partner and a third party are the same in ServiceNow's CSM application.

Answer: A,C


NEW QUESTION # 219
......

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