Servicenow-CIS-CSM - Certified Implementation Specialist - Customer Service Management Practice Test with Real Question by Killexams.com

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**** SAMPLE Certified Implementation Specialist - Customer Service Management 2021 Dumps ****

Question: 53
Special Handling Notes can apply to which one of the following based on specific attributes?
A. Domain
B. Contact
C. Holiday
D. VIP
Answer: C
Question: 54
Predictive Intelligence improves Case management by:
A. Predicting what values should have gone into empty fields in historical records
B. Reducing the number of records needed to accurately predict a value
C. Replacing legacy routing rules
D. Predicting Case values without manual intervention
Answer: D
Question: 55
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
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-
service-management/concept/c_CaseRouting.html
Question: 56
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
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-
service-management/concept/c_CaseRouting.html
Question: 57
Information about a customer�s service contract is found in Knowledge.
A. False
B. True
Answer: A
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-
service-management/concept/c_ContractsAndEntitlements.html
Question: 58
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
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-
service-management/reference/r_CustomerServiceCaseForm.html
Question: 59
Agents and managers cannot create knowledge articles from Community questions.
A. True
B. False
Answer: B
Explanation:
The ownership group for this knowledge article. An ownership group consists of a group of members and a
manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can
publish, edit, and retire knowledge articles that they are associated with.
Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge-
management/task/create-knowledge-article.html
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