Free ServiceNow Certified Implementation Specialist - Customer Service Management Exam Practice Questions

A.  

The field is not based of the customers profile time zone

B.  

The field is active in the base form

C.  

The field is always based on the system time zone

D.  

Agents can use the field to identify if it is the right time to contact customer

A.  

Outsourced Service Providers

B.  

Contacts

C.  

Internal users

D.  

Households

A.  

Assigned Cases

B.  

Distance

C.  

Partner Hours

D.  

Certifications

E.  

Matching Skills

F.  

Availability Today

A.  

One

B.  

Two

C.  

Three

D.  

Unlimited

A.  

False

B.  

True

A.  

snc_intemai and snc_external

B.  

snc_internal and sn_customerservice.consumer_agent

C.  

snc_internal and sn_customerservice_agent

D.  

snc_external and sn_customerservice.customer

A.  

Predicting what values should have gone into empty fields in historical records

B.  

Reducing the number of records needed to accurately predict a value

C.  

Replacing legacy routing rules

D.  

Predicting Case values without manual intervention

A.  

Hours

B.  

Contract

C.  

Cost

D.  

Case

A.  

A partner does not own any of the products or services provided by their partnering organization, instead they help to sell, deliver, and support them on their behalf.

B.  

A partner will own the relationship with their customer

C.  

A partner and a third party are the same in ServiceNow's CSM application.

D.  

A partner does not own the relationship with a customer. This relationship is owned by the organization they are partnering.

E.  

A partner is an organization that has been contracted to sell products and services they have actually purchased from another organization.

A.  

Requested Items

B.  

Content Items Most Voted

C.  

Categories

D.  

Execution Plans