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Candidates who pass the ServiceNow CIS-CSM Exam demonstrate their ability to provide efficient and effective customer service management solutions to organizations. ServiceNow Certified Implementation Specialist - Customer Service Management Exam certification also validates the candidate's ability to manage and optimize customer service workflows, incidents, and service requests. ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q182-Q187):NEW QUESTION # 182
Who can create a customer service case from a community discussion? (Choose two.)
A. Partner (sn_customerservice.partner)
B. Case Viewer (sn_customerservice.case_viewer)
C. Proxy case creator (sn_customerservice.proxy_case_creator)
D. Customer service agent (sn_customerservice_agent)
Answer: C,D
NEW QUESTION # 183
Which of the following is a condition for matching rules?
A. Switching
B. Agent domain
C. Specific case attributes
D. Assignment
Answer: C
Explanation:
Reference:
customer-service-management/concept/case-assignment-matching-rules.html
NEW QUESTION # 184
If only one user reports a content for moderation, the content will be hidden.
A. False
B. True
Answer: A
NEW QUESTION # 185
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
A. Selecting none of the groups
B. Missing configuration
C. Selecting all the groups
D. Misconfigured
Answer: C
NEW QUESTION # 186
Guided decisions is a decision authoring and execution capability that dynamically guides agents to resolve complex cases. Guided decisions consist of decision trees. What is a decision tree?
A. A detailed check list for customer service teams
B. A step-by-step methodology for creating and solving different case types
C. A multi-step process consisting of a series of questions answers, and guidance Most Voted
D. A set of steps used to define a complex process
Answer: C
NEW QUESTION # 187
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