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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q22-Q27):
NEW QUESTION # 22
Which entity represents specific versions of products being sold to and supported for customers?
Answer: A
NEW QUESTION # 23
What are available matching criteria for case assignment in Customer Service Management?
Choose 3 answers
Answer: A,B,D
Explanation:
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/case-assignment-matching-criteria.html
NEW QUESTION # 24
What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?
Answer: C
Explanation:
https://docs.servicenow.com/en-US/bundle/vancouver-it-service-management/page/product/problem-management/concept/sync-btwn-inci-prob.html
NEW QUESTION # 25
What should be part of the pre-engagement collateral?
Answer: B
Explanation:
Explanation/Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/data-sheet/ ds-sim.pdf (2)
NEW QUESTION # 26
Access to a Knowledge base or Article can be restricted based on a customer's assets and the product models using which of the following? (Choose two.)
Answer: C,D
NEW QUESTION # 27
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