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Practice ServiceNow CIS-CSM Exam Questions

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  Total 229 Questions
Question No 1

Agents and managers cannot create knowledge articles from Community questions.

Choose the Choices:

True

False

B
Question No 2

Information about a customer’s service contract is found in Knowledge.

Choose the Choices:

False

True

A
Question No 3

From what places in SN can an agent create a case? (Choose three.)

Choose the Choices:

Customer Service Application

Contact

Account

Chat

A,B,C
Question No 4

What are the conditions that matching rules are based on? (Choose two.)

Choose the Choices:

Agent resources best suited to work on a case

Specific routing rules

Filters set up in advanced work assignment

Specific case attributes

A,D
Question No 5

Matching rules enhance assignment capability by ____________________.

Choose the Choices:

Matching best agent by availability

Providing dynamic matching of cases to groups or individuals

Determining if account is a customer or partner

Matching best agent by skill

D
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