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Understanding functional and technical aspects of ServiceNow Certified CIS CSM

The following will be asked from you in the SERVICENOW CIS-CSM exam dumps:

• Implementation approaches to meet requirements that preserve upgradability, scalability, and maintainability
• Implementation solutions that work in conjunction with baseline application functionality

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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q37-Q42):

NEW QUESTION # 37
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

• A. Case Categorization
• B. Case Prioritization
• C. Case State
• D. Case Escalation

Answer: A,B
NEW QUESTION # 38
Special Handling Notes can apply to which one of the following based on specific attributes?

• A. Holiday
• B. Contact
• C. VIP
• D. Domain

Answer: B
NEW QUESTION # 39
Which of the following roles can update a consumer's record? (Choose two.)

• A. Consumer Support Agent {sncustomerservice.consumeragent)
• B. Customer Service Manager (sncustomerservicemanager)
• C. Customer Service Agent (sncustomerserviceagent)
• D. Customer (sn_customerservice.customer)

Answer: A,D
NEW QUESTION # 40
Which application must be activated to enable customers to check in on-line for future appointments?

• A. Business Location
• B. Field Service Management
• C. Walk-Up Experience
• D. Service Organization

Answer: C
NEW QUESTION # 41
What one of the following is optional when creating a Catalog workflow?

• A. Managing workflow versions
• B. Defining workflow activities
• C. Publishing the workflow
• D. Approving the workflow

Answer: A Explanation:
Explanation
NEW QUESTION # 42
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