ServiceNow CIS-CSM Specialist – Customer Service Management Exam Online Training
ServiceNow CIS-CSM Online Training
The questions for CIS-CSM were last updated at Nov 19,2024.
- Exam Code: CIS-CSM
- Exam Name: Specialist - Customer Service Management Exam
- Certification Provider: ServiceNow
- Latest update: Nov 19,2024
Agents and managers cannot create knowledge articles from Community questions.
- A . True
- B . False
Information about a customer’s service contract is found in Knowledge.
- A . False
- B . True
From what places in SN can an agent create a case? (Choose three.)
- A . Customer Service Application
- B . Contact
- C . Account
- D . Chat
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
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
Special Handling Notes can apply to which one of the following based on specific attributes?
- A . Domain
- B . Contact
- C . Holiday
- D . VIP
Predictive Intelligence improves Case management by:
- A . Predicting what values should have gone into empty fields in historical records
- B . Reducing the number of records needed to accurately predict a value
- C . Replacing legacy routing rules
- D . Predicting Case values without manual intervention
Which of the following is a condition for matching rules?
- A . Agent domain
- B . Assignment
- C . Switching
- D . Specific case attributes
What do blue circles in the timeline of a case form represent?
- A . Note
- B . State
- C . Activity
- D . Comment
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
- A . Case Escalation
- B . Case State
- C . Case Categorization
- D . Case Prioritization
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