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 skillView AnswerAnswer: 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 . VIPView AnswerAnswer: C

What do blue circles in the timeline of a case form represent?A . NoteB . StateC . ActivityD . CommentView AnswerAnswer: 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 . ChatView AnswerAnswer: 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 interventionView AnswerAnswer: 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 PrioritizationView AnswerAnswer: 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 attributesView AnswerAnswer: 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 . FalseView AnswerAnswer: 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...

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 EntitlementView AnswerAnswer: 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 . TrueView AnswerAnswer: A Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_ContractsAndEntitlements.html