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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q46-Q51):

NEW QUESTION # 46
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?

A. Consumer self-registration
B. Live chat
C. Viewing knowledge articles
D. Open an incident

Answer: A

Explanation:
Source: https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-management/concept/omnichannels-communicating-customers.html

NEW QUESTION # 47
Which application must be activated to enable customers to check in on-line for future appointments?

A. Service Organization
B. Field Service Management
C. Business Location
D. Walk-Up Experience

Answer: D

NEW QUESTION # 48
What are the recommended good practices when running implementation workshops?
Choose 3 answers

A. Give the customers the data they need so they can make an informed decision
B. Any financial implication of a decision should be handled by the delivery and sales team
C. Guide the customer toward industry best practices
D. Engage with customers to gain deep understanding of their organization
E. Enforce customers to adapt their processes towards the baseline processes

Answer: A,C,D

NEW QUESTION # 49
A consumer service agent receives and accepts a case which was created by a consumer. The agent needs and requests more information from the consumer. After receiving the information, the agent proposes a solution that is accepted by the consumer Given this scenario, what is the chronological order of case states used to manage this case?

A. New > Work in Progress > On Hold > Work in Progress > Resolved > Closed
B. New > Open > Work in Progress > Solution Proposed > Closed
C. New > Open > Awaiting Info > Open > Resolved > Closed
D. Open > Pending > Work in Progress > Resolved > Closed

Answer: C

Explanation:
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseStates.html

NEW QUESTION # 50
What's the purpose of the Deactivate Special Handling Notes Scheduled Job?

A. Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates
B. Runs at the end of the month and deactivates all Special Handling notes more than 30 days old
C. Runs on demand by the System Admin who must set specific weekly schedules and set only those that are priority 1-critical to be deactivated
D. Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by the end of the week

Answer: A

NEW QUESTION # 51
......

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