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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q114-Q119):

NEW QUESTION # 114
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

A. None of the above
B. Entering question in portal only
C. Record Producer only
D. Both portal question entry and Record Producer

Answer: C

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/madrid-platform-administration/page/administer/ contextual-search/concept/c_DefineContextualSearch.html

NEW QUESTION # 115
Guided decisions is a decision authoring and execution capability that dynamically guides agents to resolve complex cases. Guided decisions consist of decision trees. What is a decision tree?

A. A multi-step process consisting of a series of questions answers, and guidance Most Voted
B. A step-by-step methodology for creating and solving different case types
C. A set of steps used to define a complex process
D. A detailed check list for customer service teams

Answer: A

NEW QUESTION # 116
What is a household entity?

A. Group of customers that usually share a common address and use services as a group
B. Group of users that usually share a common address and use services as a group
C. Group of consumers that usually share a common address and use services as a group
D. Group of people that usually share a common address and use services as a group

Answer: A

NEW QUESTION # 117
Which of the following roles can update a consumer's record? (Choose two.)

A. Customer Service Manager (sn_customerservice_manager)
B. Customer Service Agent (sn_customerservice_agent)
C. Customer (sn_customerservice.customer)
D. Consumer Support Agent {sn_customerservice.consumer_agent)

Answer: C,D

NEW QUESTION # 118
What is required to synchronize fields from a parent to a child case(s)?

A. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
B. The role of sn_customerservice.customer_case_manager must be assigned
C. Major Issue Management needs to be installed and certain properties enabled
D. No action required, this is a standard Customer Service Management feature

Answer: D

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/task/config-major-case-synchronization.html

NEW QUESTION # 119
......

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Latest Braindumps ServiceNow CIS-CSM Book, Braindumps CIS-CSM Torrent

Braindumps CIS-CSM Torrent, CIS-CSM Reliable Exam Tutorial

ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q114-Q119):

2025 Latest CIS-CSM – 100% Free Latest Braindumps Book | Braindumps CIS-CSM Torrent

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