CIS-CSM 無料問題集「ServiceNow Certified Implementation Specialist - Customer Service Management」

（A）Request Item

（B）Service Catalog Request

（C）Record Producer

（D）Catalog item

（A）Availability

（B）Products

（C）Capacity

（D）Skills

（E）Experience

（F）Shifts

（A）Additional comments

（B）Social Logs

（C）Social Channels

（D）Work notes

（E）Social Profiles

（A）Product expertise

（B）Account team responsibility

（C）Historical

（D）Skill seniority

（E）Related task

（A）B2C

（B）B2B

（A）False

（B）True

（A）Case

（B）Chat

（C）Accounts

（D）Knowledge Article

（A）The create contact (consumer) feature is only available in the CSM Configurable Workspace Most Voted

（B）The create contact (consumer) feature is available in all CSM Workspaces

（C）The create contact (consumer) feature is only available in the Agent Workspace

（D）The create contact (consumer) feature is not available in any of the CSM Workspaces

（A）It includes all of the data crucial to support customers as efficiently as possible

（B）The process of developing, operating, maintaining, upgrading, and disposing of assets in me most cost- effective manner

（C）A generic activity or process responsible for tracking and reporting the value and ownership of assets throughout their lifecycle

（D）Asset management has different use cases for tracking specific products or services customers are using Most Voted

（A）Shareable across KBs: No ; Multi-Level: Yes

（B）Shareable across KBs: Yes ; Multi-Level: Yes

（C）Shareable across KBs: Yes ; Multi-Level: No

（D）Shareable across KBs: No ; Multi-Level: No

（A）Product Model

（B）Account

（C）Service Contract

（D）Contact

（E）Install Base Item

（A）Shorter calls for agents by reducing the time to search for information

（B）Improved customer satisfaction as agents can respond to and resolve customer issues faster

（C）Better language management by flagging key words and alerting chat managers when agents use one or more of those words

（D）A customized admin chat toolbar with emojis for agents to use in chat messages

（A）Business Service

（B）Contact

（C）Install base Item

（D）Configuration item

（E）Sold product

（A）The form header for the case form can display five levels of field values from the case table

（B）The form header's primary values can be displayed in the contextual side panel instead of above the ribbon components

（C）The form headers secondary values can only be displayed above the ribbon components

（D）The form header's secondary values can be displayed in the contextual side panel instead of above the ribbon components

（A）Customer service manager (sn_customerservice_manager)

（B）Partner administrator [sn_customerservice.partner_admon] Most Voted

（C）System administrator (admin) Most Voted

（D）Service organization administrator (sn_customerservice.service_organization_admin)

（E）Customer administrator (sn_customerservice.customer_admin) Most Voted

（A）Proactive Case Most Voted

（B）Service Monitoring

（C）Proactive Prevention

（D）Service Reporting

（E）Service-Aware Install Base Most Voted

（F）Service-Aware CMDB

（A）Dynamically guide agents to help resolve complex cases

（B）Provide agents with a knowledge guide

（C）Provide agents with an escalation guide

（D）Guide agents through account management

（A）New > Open > Awaiting Info > Open > Resolved > Closed

（B）New > Open > Work in Progress > Solution Proposed > Closed

（C）Open > Pending > Work in Progress > Resolved > Closed

（D）New > Work in Progress > On Hold > Work in Progress > Resolved > Closed

（A）Not supported

（B）Account

（C）Consumer

（D）Social Profile

（E）Personnel File

（A）Choose the NLU service provider

（B）In the NLU Settings configure the Entity confidence threshold

（C）In the NLU Settings configure the Intent confidence threshold

（D）Enable NLU in Virtual Agent