최신 CIS-CSM 무료덤프 - ServiceNow Certified Implementation Specialist - Customer Service Management

A. The customer case will automatically be related to a problem

B. The customer case becomes the parent case of the major case

C. The customer case will be automatically closed

D. The customer case becomes a child case of the major case

A. As email is being used fewer agents would be required to create cases so service costs would go down

B. It would guarantee less wait time for customers who chose to call the customer service center

C. It can lead to taster resolution of customer issues and faster response to customer inquiries Most Voted

D. It is easier to report on data in emails which means managers would be better placed to track performance

A. True

B. False

A. Consumer

B. Sold Product

C. Account

D. Case

A. Social Profile

B. Not supported

C. Consumer

D. Account

E. Personnel File

A. True

B. False

A. An individual record that handles and routes issues for internal users

B. An Individual record that Is used to identity and create automation opportunities

C. An individual record that handles and resolves incidents tor external customers

D. An individual record that is used to identify and resolve a question or issue for an external customer

A. Store Apps

B. Plugins

C. Update Sets

D. Through private scopes

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

A. Activation of the Customer Service plugin (com.sn_customerservice)

B. Activation of the Customer Service Case Action Status plugin (com.snc.csm_action_status)

C. Activation of the Customer Service with Request Management plugin (com.sn_cs_sm_request)

D. Activation of the Customer Service with Service Management plugin (com.sn_cs_sm)

A. Two

B. Unlimited

C. One

D. Three

A. Solution Rejected

B. New

C. In Progress

D. Open Most Voted

A. Guaranteed increase in customer satisfaction

B. Reduced inbound calls from customers Most Voted

C. Reduced Mean Time To Resolve (MTTR) Most Voted

D. Major cases can be eliminated as there will be no Impact to customers

E. Reduction in staff turnover

A. The process of developing, operating, maintaining, upgrading, and disposing of assets in me most cost- effective manner

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. A generic activity or process responsible for tracking and reporting the value and ownership of assets throughout their lifecycle

A. The property to synchronize parent to child cases is automatically enabled

B. The Administrator can choose which fields to synchronize from parent to child cases

C. Multiple child cases can be managed from a parent case as in Major Issue Management

D. Parent to child cases can be synchronized regardless of which state the case is in