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ServiceNow CIS-CSM Exam Syllabus Topics:

ServiceNow CIS-CSM Exam Topics Pdf

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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q74-Q79):

NEW QUESTION # 74
What should be part of the pre-engagement collateral?

• A. Stock Keeping Unit (SKU) and pricing sheet
• B. Customer Service roles template
• C. Frequently Asked Questions (FAQ)
• D. Scoping Guide

Answer: B

Explanation:
Explanation/Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/data-sheet/ ds-sim.pdf (2)

NEW QUESTION # 75
Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can:
Options are :

• A. Escalate the chat to another agent
• B. Respond to questions
• C. Escalate the chat to virtual agent
• D. Create a record, such as an incident or a case

Answer: A,B,D

NEW QUESTION # 76
Which of the following are true regarding the Community Portal application? (Choose two.)

• A. It is only available to CSM license holders
• B. Most of the configuration does not require System Administrator role
• C. It is available to any customer with a Community license
• D. It is available by default with the Support and Service portals

Answer: A,C

NEW QUESTION # 77
What is a household entity?

• A. Group of people that usually share a common address and use services as a group
• B. Group of users that usually share a common address and use services as a group
• C. Group of customers that usually share a common address and use services as a group
• D. Group of consumers that usually share a common address and use services as a group

Answer: C

NEW QUESTION # 78
If the CSM Demo Data Plugin has been installed what are two options either of which will prepare that instance to be used as part of the release path to production? (Choose two.)

• A. Remove the Demo Data via a HI Request
• B. Disable the Case Interceptor
• C. Zboot the instance
• D. Clone back to this instance from a valid instance

Answer: A,D

NEW QUESTION # 79
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