Category: CIS-CSM

Matching rules enhance assignment capability by ____________________.A . Matching best agent by availabilityB . Providing dynamic matching of cases to groups or individualsC . Determining if account is a customer or partnerD . Matching best agent by skill View Answer Answer: A Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_CaseRouting.html...

Special Handling Notes can apply to which one of the following based on specific attributes?A . DomainB . ContactC . HolidayD . VIP View Answer Answer: C...

What do blue circles in the timeline of a case form represent?A . NoteB . StateC . ActivityD . Comment View Answer Answer: B Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseTimeline.html...

From what places in SN can an agent create a case? (Choose three.)A . Customer Service ApplicationB . ContactC . AccountD . Chat View Answer Answer: ABC Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseForm.html...

Predictive Intelligence improves Case management by:A . Predicting what values should have gone into empty fields in historical recordsB . Reducing the number of records needed to accurately predict a valueC . Replacing legacy routing rulesD . Predicting Case values without manual intervention View Answer Answer: D...

Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)A . Case EscalationB . Case StateC . Case CategorizationD . Case Prioritization View Answer Answer: CD Explanation: Reference: https://www.servicenow.com/products/predictive-intelligence.html...

What are the conditions that matching rules are based on? (Choose two.)A . Agent resources best suited to work on a caseB . Specific routing rulesC . Filters set up in advanced work assignmentD . Specific case attributes View Answer Answer: AD Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_CaseRouting.html...

Agents and managers cannot create knowledge articles from Community questions.A . TrueB . False View Answer 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,...

Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)A . Apply Role by CustomerB . Auto AssessmentC . Change Update to CloseD . Update Case Entitlement View Answer Answer: BD Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_BRIWCustomerService.html...

Information about a customer’s service contract is found in Knowledge.A . FalseB . True View Answer Answer: A Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_ContractsAndEntitlements.html...