ServiceNow Certified Implementation Specialist - Customer Service Management Exam Practice Test

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Total 229 questions
Question 1

Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?

Answer : B

Question 2

What does NLU stand for?

Answer : B

Question 3

Proactive Customer Service Operations works Event Management to proactively monitor and fix issues affecting customers. It can also trigger case workflow's and enable organizations to notify customers whose services or products are impacted by an outage or issue. What are the three main components that make up Proactive Customer Service Operations? (Choose three.)

Answer : B, D, F

Question 4

When are any changes to the platform considered a customization?

Answer : D

Question 5

When configuring email in Communication Channels, how many outgoing email addresses are supported?

Answer : A

Question 6

How are Service Catalogs and Catalog Items related? (Choose two.)

Answer : A, C

Question 7

When creating or importing assets for CSM, model categories are used to: (Choose three.)

Answer : A, B, E

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Total 229 questions