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ServiceNow CIS-CSM certification is an excellent way for professionals to validate their knowledge and skills in implementing and managing ServiceNow CSM. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification is highly valued by organizations that use ServiceNow CSM and can greatly enhance the career prospects of individuals who hold it. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification exam covers a wide range of topics and requires candidates to have a solid understanding of ServiceNow CSM. Overall, the ServiceNow CIS-CSM Certification is a must-have for anyone who works with ServiceNow CSM on a regular basis and wants to take their career to the next level.
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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q100-Q105):
NEW QUESTION # 100
Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?
- A. Set the Agent Experience (What agents see in their Workspace inbox)
- B. Define Work Item Queues (Where to route)
- C. Configure Service Channels (What to route)
- D. Define Assignment Rules (How to assign work items)
Answer: B
NEW QUESTION # 101
Special Handling Notes can apply to which one of the following based on specific attributes?
- A. VIP
- B. Holiday
- C. Domain
- D. Contact
Answer: D
Explanation:
https://killexams.com/demo-download/Servicenow-CIS-CSM
NEW QUESTION # 102
Customer Service Trending Topics is a capability that enables companies to use Predictive Intelligence to quickly pinpoint factors driving up case volume and act to mitigate them. Which of the following would be a benefit of using Predictive Intelligence Customer Service Trending Topics?
- A. Auto-generate clusters of cases that point to similar underlying issues
- B. Create root cause solutions for similar cases
- C. A guaranteed reduction in call volume per month
- D. Eliminate the need for more traditional performance analytics
Answer: A
Explanation:
https://evantage.gilmoreglobal.com/reader/books/SN-CSMI-T010-PG-E/pageid/156
NEW QUESTION # 103
Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?
- A. Case Digest
- B. Case Performance
- C. Case Spotlight
- D. Case Analytics
Answer: C
NEW QUESTION # 104
The available case types are: (Choose two.)
- A. Product
- B. Support
- C. Order
- D. Product Support
Answer: B,C
NEW QUESTION # 105
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