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Quiz ServiceNow - CIS-CSM Useful Test Preparation
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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q69-Q74):
NEW QUESTION # 69
In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?
- A. A generic activity or process responsible for tracking and reporting the value and ownership of assets throughout their lifecycle
- B. Asset management has different use cases for tracking specific products or services customers are using Most Voted
- C. It includes all of the data crucial to support customers as efficiently as possible
- D. The process of developing, operating, maintaining, upgrading, and disposing of assets in me most cost-effective manner
Answer: B
NEW QUESTION # 70
What will be the state of a case after a customer rejects the solution proposed by an agent?
- A. In Progress
- B. Open Most Voted
- C. New
- D. Solution Rejected
Answer: B
NEW QUESTION # 71
Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)
- A. Create cases using email content in Outlook for the customer contact
- B. As the Microsoft Outlook user, register yourself as self-contributor
- C. Escalate a case on the add-m panel of Outlook
- D. Register the sender of an email as contact
Answer: A,D
NEW QUESTION # 72
What are the conditions that matching rules are based on? (Choose two.)
- A. Specific case attributes
- B. Filters set up in advanced work assignment
- C. Agent resources best suited to work on a case
- D. Specific routing rules
Answer: A,C
Explanation:
Reference:
customer-service-management/concept/c_CaseRouting.html
NEW QUESTION # 73
Partner admin (sn_customerservice.partner_admin) contacts have access to:
- A. Their customer account
- B. Neither
- C. Both
- D. Their partner accounts
Answer: C
NEW QUESTION # 74
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