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

（A）To expand the technical reach

（B）To realize near-term ROI (Return on Investment)

（C）To facilitate the requirement gathering during the workshops

（D）To complete any complex customizations early enough

（A）Simple

（B）Skill

（C）Scripted

（D）Selection Criteria

（E）History

（A）An individual record that handles and resolves incidents tor external customers

（B）An Individual record that Is used to identity and create automation opportunities

（C）An individual record that is used to identify and resolve a question or issue for an external customer

（D）An individual record that handles and routes issues for internal users

（A）Contract

（B）Request

（C）Order

（D）Billing

（E）Monitoring

（F）FAQ

（A）Task (task)

（B）Case Type (sn_case_type)

（C）Case Task (sn_customerservice_case_task)

（D）Case (sn_customerservice_case)

（A）The role then becomes a parent responsibility

（B）Prevent the same role being used on different customer accounts

（C）The role then becomes a child responsibility

（D）Ensure there is a dedicated account manager for that account

（A）WebDAV-versioned

（B）Web-configurable

（C）webDAV-compilant

（D）Web-based

（A）Agent Assist

（B）Dynamic Related Records

（C）Record Information

（D）Contextual Search

（A）Internal users

（B）Households

（C）Outsourced Service Providers

（D）Contacts

（A）No action required, this is a standard Customer Service Management feature

（B）The role of sn_customerservice.customer_case_manager must be assigned

（C）The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated

（D）Major Issue Management needs to be installed and certain properties enabled

（A）Web

（B）Catalog

（C）Portal

（D）Virtual Agent

（A）Agent resources best suited to work on a case

（B）Specific case attributes

（C）Filters set up in advanced work assignment

（D）Specific routing rules