CIS Customer Service Management Practice Questions & Answers • ExamPrepare

Question 1

What is the primary goal of the discovery phase when implementing ServiceNow CSM?

To configure integrations between ServiceNow and third-party systems
To prioritize cases based on big opportunities in the pipeline
To analyze the system landscape and document use case requirements
To deploy ServiceNow and rebuild legacy system functionality

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Question 2

Advanced Work Assignment assigns work to agents based on their availability, capacity, and skills. Agent Affinity enhances the Advanced Work Assignment process by adding additional agent details organized by affinity type. Which of these are these affinity types?

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Question 3

What is the primary role of Knowledge Blocks in ServiceNow?

To manage incident tickets
To create a varied look and feel for knowledge content
To track user interactions on knowledge articles
To reuse knowledge content across multiple articles

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Question 4

What are the benefits of implementing Knowledge Centered Service (KCS) in ServiceNow?

Improved resolution time and first call resolution rates
Track knowledge article views
Customized UI to fit specific needs
Reduced training time for employees

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Question 5

What does the Agent Whisper function do?

Lets agents have chat conversations with other agents without the requester knowing
Lets agents and chat supervisors have a conversation without the requester knowing
Lets the chat supervisors have a conversation with the requester without the agent knowing
Lets agents and requesters have a conversation without the chat supervisor knowing

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Question 6

What is the primary purpose of product model tables in the CSM application?

To categorize products and services
To store sales information
To manage customer feedback
To track user activities

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