ServiceNow CIS-CSM - Certified Implementation Specialist - Customer Service Management Exam
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Total 241 questions
Question #1 (Topic: Exam A)
Agents and managers cannot create knowledge articles from Community questions.
A. True
B. False
Answer: B
Question #2 (Topic: Exam A)
Information about a customer’s service contract is found in Knowledge.
A. False
B. True
Answer: A
Question #3 (Topic: Exam A)
From what places in SN can an agent create a case? (Choose three.)
A. Customer Service Application
B. Contact
C. Account
D. Chat
Answer: ABC
Question #4 (Topic: Exam A)
What are the conditions that matching rules are based on? (Choose two.)
A. Agent resources best suited to work on a case
B. Specific routing rules
C. Filters set up in advanced work assignment
D. Specific case attributes
Answer: AD
Question #5 (Topic: Exam A)
Matching rules enhance assignment capability by ____________________.
A. Matching best agent by availability
B. Providing dynamic matching of cases to groups or individuals
C. Determining if account is a customer or partner
D. Matching best agent by skill
Answer: A
