ServiceNow Certified Implementation Specialist - Customer Service Management - CIS-CSM Exam Practice Test
To which entities can Special Handling Notes be applied out of the box?
Correct Answer: A
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Which roles can propose a case as a Major Case candidate? (Choose three.)
Correct Answer: C,D,E
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Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?
Correct Answer: C
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What are the three main components that make up Proactive Customer Service Operations?
Choose 3 answers
Choose 3 answers
Correct Answer: C,D,E
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What determines how an escalation request is processed?
Correct Answer: B
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Service providers use business models to support their various customers. What type of customer is supported with the Business-to-Consumer (B2C) model?
Correct Answer: A
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Which are the key self-service functions of the Customer Support Portal? (Choose three.)
Correct Answer: A,B,D
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Which of the following is a condition for matching rules?
Correct Answer: C
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