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ServiceNow Certified Implementation Specialist - Customer Service Management Exam

Last Update Dec 25, 2024
Total Questions : 239 With Methodical Explanation

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Total Questions : 239

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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Questions and Answers

Questions 1

In case management. Parent Child Synchronization allows for which of the following:

Options:

A.

Synchronization of all child cases as well as children of child cases on all levels

B.

Child cases to be separated from Parent cases and will not be synchronized automatically

C.

Parent cases to automatically generate child cases when all fields are filled out thus, synchronized auto-population

D.

Enabling the Customer Service agent to create cases so that all the children cases can be managed by managing the parent case

Questions 2

Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?

Options:

A.

Quick Messages

B.

Quick Actions

C.

Response Templates

D.

Templates

Questions 3

Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)

Options:

A.

Can research questions issues, or problems, and create view and edit cases for only their own accounts Most Voted

B.

Can assign the roles to other contacts in the same account

C.

Can view assets belonging to their account Most Voted

D.

Can edit information or roles for existing contacts

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