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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q46-Q51):
NEW QUESTION # 46
Major Issue Management uses which one of the following capabilities?
- A. Asset management
- B. Governance Risk and Control
- C. Targeted Communications
- D. Record producers
Answer: C
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/major-issue-management.html
NEW QUESTION # 47
Articles can provide the following: (Choose three.)
- A. Share product information
- B. Information about customer's service contract
- C. Document current and known issues
- D. Provide answers and responses to common issues or questions
Answer: A,C,D
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/topic/p_KnowledgeManagment.html
NEW QUESTION # 48
Entitlements specify the level of service provided to customers.
- A. True
- B. False
Answer: A
NEW QUESTION # 49
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
- A. True
- B. False
Answer: A
Explanation:
Explanation
NEW QUESTION # 50
Match the definitions for roles relationships.
Answer:
Explanation:
NEW QUESTION # 51
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