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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q19-Q24):
NEW QUESTION # 19
Which roles are responsible for maintaining account team membership? (Choose two.)
- A. Customer Admin [sn_customerservice.customer.admin]
- B. Customer Service Manager [sn_customerservice_manager]
- C. Customer Case Manager [sn_customerservice.customer_case_manager]
- D. System Administrator [admin]
Answer: B,D
NEW QUESTION # 20
What is a supported external customer that, in turn, sells to and supports one or more customers?
- A. Account
- B. Partner
- C. Consumer
- D. Contact
Answer: B
NEW QUESTION # 21
In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?
- A. The process of developing, operating, maintaining, upgrading, and disposing of assets in me most cost-effective manner
- B. A generic activity or process responsible for tracking and reporting the value and ownership of assets throughout their lifecycle
- C. It includes all of the data crucial to support customers as efficiently as possible
- D. Asset management has different use cases for tracking specific products or services customers are using Most Voted
Answer: D
NEW QUESTION # 22
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
- A. Open An Incident
- B. Community
- C. Service Catalog
- D. Knowledge Base
Answer: B,C,D
Explanation:
Reference:
playbook/self-service-improvement.pdf
NEW QUESTION # 23
Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?
- A. Quick Actions
- B. Templates
- C. Response Templates
- D. Quick Messages
Answer: C
NEW QUESTION # 24
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