ServiceNow Certified Implementation Specialist - Customer Service Management - CIS-CSM 模擬練習
What is the specific type of catalog item called that allows users to create any type of task, such as cases, from the Service Catalog?
正解: D
解説: (PassTest メンバーにのみ表示されます)
Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)
正解: C,E
解説: (PassTest メンバーにのみ表示されます)
Customer service personnel who are allocated the customer service agent (sn_customerservice_agent) role are responsible for which of the following tasks? (Choose four.)
正解: B,C,E,F
What is a supported external customer that, in turn, sells to and supports one or more customers?
正解: C
Which of the following roles have permission to create a relationship between a contact and an account? (Choose two.)
正解: B,C
Which feature allows for the creation and management of product data and relationships within the CSM application?
正解: A
What is the purpose of the Guided Decisions capability?
正解: C
Entitlements are counted using two types of units:
正解: C
When working with communication channels, what inbound email flows are available by default? (Choose two.)
正解: D,E
Information about a customer's service contract is found in Knowledge.
正解: B
解説: (PassTest メンバーにのみ表示されます)
Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?
正解: D
Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can:
Options are :
Options are :
正解: B,C,D
What is the primary output from the Requirements Gathering workshop?
正解: D
When configuring email in Communication Channels, how many outgoing email addresses are supported?
正解: B