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CIS-CSM Reliable Exam Question - CIS-CSM Exam PDF

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

NEW QUESTION # 74
Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)

A. Lookup and verify
B. Special handing notes
C. Related search
D. Agent assist

Answer: A,D

NEW QUESTION # 75
Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. Which of the following statements is correct for CIs and assets?

A. While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs
B. The CMDB only tracks CIs, assets cannot be CIs
C. The contract and entitlements of an asset dictate whether or not it is stored in the CMDB
D. The CMDB tracks all assets as configuration items (CIs)

Answer: A

NEW QUESTION # 76
What are the characteristics of Knowledge Categories?

A. Shareable across KBs: Yes ; Multi-Level: No
B. Shareable across KBs: No ; Multi-Level: Yes
C. Shareable across KBs: No ; Multi-Level: No
D. Shareable across KBs: Yes ; Multi-Level: Yes

Answer: B

NEW QUESTION # 77
In the Customer Service Management space what defines the term asset?

A. A product that a company supports
B. A specific product instance supported for a customer
C. A physical item
D. A resource that allows a business service

Answer: B

NEW QUESTION # 78
Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)

A. Capacity
B. Skills
C. Products
D. Availability
E. Shifts
F. Experience

Answer: A,B,D,E

NEW QUESTION # 79
......

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