ServiceNow CIS-CSM Exam Questions – Specialist – Customer Service Management Exam – PassQuestion Free Questions To Test Online

1. Agents and managers cannot create knowledge articles from Community questions.

True

False

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

False

True

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

Customer Service Application

Contact

Account

Chat

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

Agent resources best suited to work on a case

Specific routing rules

Filters set up in advanced work assignment

Specific case attributes

5. Matching rules enhance assignment capability by ____________________.

Matching best agent by availability

Providing dynamic matching of cases to groups or individuals

Determining if account is a customer or partner

Matching best agent by skill

6. Special Handling Notes can apply to which one of the following based on specific attributes?

Domain

Contact

Holiday

VIP

7. Predictive Intelligence improves Case management by:

Predicting what values should have gone into empty fields in historical records

Reducing the number of records needed to accurately predict a value

Replacing legacy routing rules

Predicting Case values without manual intervention

8. Which of the following is a condition for matching rules?

Agent domain

Assignment

Switching

Specific case attributes

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

Note

State

Activity

Comment

10. Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

Case Escalation

Case State

Case Categorization

Case Prioritization

ServiceNow CIS-CSM Exam Questions – Specialist – Customer Service Management Exam

ServiceNow CIS-CSM Exam Questions – Specialist – Customer Service Management Exam

Leave a Reply Cancel reply