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  5. ServiceNow Certified Implementation Specialist - Customer Service Management Exam Questions and Answers

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Viewing page 7 out of 8 pages
Viewing questions 61-70 out of questions
Questions # 61:

In Advanced Work Assignment, what does the overflow assignment capability do, if defined?

Options:
A.

Uses matching and assignment rules to send work Hems to the agent with the most capacity

B.

When one support group reaches capacity the work Item is automatically routed to another group

C.

Uses matching and assignment rules to send won* items to the agent with the highest availability

D.

Routes cases to different groups based on their skill set and availability

Expert Solution
Questions # 62:

From a security perspective, scoping brings several benefits: (Choose two.)

Options:
A.

Improves instance security by limiting accessibility to other applications on the instance

B.

Provides CSM teams the autonomy and control needed to configure and manage the CSM application, but not the CSM Service Portals

C.

IT can manage and control the pace of the CSM teams because dependencies have been put in place

D.

The scope holds the records and acts as a container for the desired Customer Service Management Applications

Expert Solution
Questions # 63:

External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:

Options:
A.

webDAV-compilant

B.

Web-based

C.

WebDAV-versioned

D.

Web-configurable

Expert Solution
Questions # 64:

New case tasks use the following prefix:

Options:
A.

CSMTASK prefix

B.

CASETASK prefix

C.

CSTASK prefix

D.

No specific task prefix just existing TASK prefix

Expert Solution
Questions # 65:

What is the specific type of catalog item called that allows users to create any type of task, such as cases, from the Service Catalog?

Options:
A.

Catalog item

B.

Service Catalog Request

C.

Request Item

D.

Record Producer

Expert Solution
Questions # 66:

The ServiceNow add-in for Microsoft Outlook enables you to manage workflows such as creating and updating contacts and cases from within Microsoft Outlook. How could this feature positively affect customer experience?

Options:
A.

As email is being used fewer agents would be required to create cases so service costs would go down

B.

It is easier to report on data in emails which means managers would be better placed to track performance

C.

It can lead to taster resolution of customer issues and faster response to customer inquiries Most Voted

D.

It would guarantee less wait time for customers who chose to call the customer service center

Expert Solution
Questions # 67:

What is the primary output from the Requirements Gathering workshop?

Options:
A.

Schedules

B.

Use Cases

C.

Stories

D.

Personas

Expert Solution
Questions # 68:

Which ServiceNow products can be integrated out-of-the-box with CSM?

Choose 3 answers

Options:
A.

Risk Wana9emenI

B.

ITOM Event Management

C.

DevOps

D.

Financial Management

E.

Strategic Portfolio Management

Expert Solution
Questions # 69:

Articles can provide the following: (Choose three.)

Options:
A.

Document current and known issues

B.

Provide answers and responses to common issues or questions

C.

Information about customer’s service contract

D.

Share product information

Expert Solution
Questions # 70:

Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)

Options:
A.

Create Contact

B.

Check Case Status

C.

Close Case

D.

Get Help with an Order

E.

Get Help with an Asset

Expert Solution
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Viewing questions 61-70 out of questions