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ServiceNow - CIS-CSM–Useful Online Training

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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q245-Q250):

NEW QUESTION # 245
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)

A. Update Case Entitlement
B. Apply Role by Customer
C. Auto Assessment
D. Change Update to Close

Answer: A,C

NEW QUESTION # 246
Which of the following options can a survey administrator define on an individual survey? (Choose two.)

A. The ability for end users to decline survey assignments
B. Trigger conditions Most Voted
C. Anonymize responses
D. Number of survey reminder notifications

Answer: B,C

NEW QUESTION # 247
What should be part of the pre-engagement collateral?

A. Customer Service roles template
B. Stock Keeping Unit (SKU) and pricing sheet
C. Frequently Asked Questions (FAQ)
D. Scoping Guide

Answer: A

NEW QUESTION # 248
Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)

A. As the Microsoft Outlook user, register yourself as self-contributor
B. Escalate a case on the add-m panel of Outlook
C. Create cases using email content in Outlook for the customer contact
D. Register the sender of an email as contact

Answer: C,D

NEW QUESTION # 249
How many active OpenFrame configurations can you have on an instance?

A. 0
B. Unlimited
C. 1
D. 2

Answer: B

Explanation:
Reference:
customer-service-management/task/t_CreateAnOpenFrameConfiguration.html

NEW QUESTION # 250
......

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Pete Kelly Pete Kelly

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