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

（A）Live chat

（B）Consumer self-registration

（C）Open an incident

（D）Viewing knowledge articles

（A）Reduced Mean Time To Resolve (MTTR) Most Voted

（B）Reduction in staff turnover

（C）Reduced inbound calls from customers Most Voted

（D）Major cases can be eliminated as there will be no Impact to customers

（E）Guaranteed increase in customer satisfaction

（A）Provides CSM teams autonomy and control

（B）CSM application data and business logic is protected from changes by other applications

（C）Changes in different scopes can be addressed in a single update set

（D）CSM teams can move at their desired pace, independent of IT

（E）Account records can be changed only while in the CSM scope

（A）Consumer with Customer Access Management

（B）Consumer with Organizational

（C）Household with Consumer

（D）Household with Customer Access Management

（A）Request Item

（B）Service Catalog Request

（C）Record Producer

（D）Catalog item

（A）Product Model

（B）Account

（C）Service Contract

（D）Contact

（E）Install Base Item

（A）Customer administrator [sn_customerservice.customer_admin]

（B）Customer case manager [sn_customerservice.customer_case_manager]

（C）Partner [sn_customerservice.partner]

（D）Consumer [sn_customerservice.consumer]

（E）Partner administrator [sn_customerservice.partner_admin]

（F）Customer [sn_customerservice.customer]

（A）CSM Prediction Results

（B）Case Spotlight

（C）Service Analytics

（D）In-form Analytics Most Voted

（A）Resolved

（B）Awaiting Info

（C）Cancelled

（D）New

（E）Closed

（F）In Progress

（A）snc_internal and sn_customerservice_agent

（B）snc_external and sn_customerservice.customer

（C）snc_internal and sn_customerservice.consumer_agent

（D）snc_intemai and snc_external

（A）It improves the customer experience by enabling related parties to track and collaborate on cases.

（B）It defaults the responsibility for access management to the customer service agent.

（C）It defaults the responsibility for access management to the customer.

（D）It increases security by automatically granting access to cases based on access to sold product.

（A）Cases are not automatically closed by default Most Voted

（B）10 days

（C）5 days

（D）3 days

（A）Consumer Support Agent {sn_customerservice.consumer_agent)

（B）Customer Service Agent (sn_customerservice_agent)

（C）Customer (sn_customerservice.customer)

（D）Customer Service Manager (sn_customerservice_manager)

（A）Service Organization (sn_customer_service_organization)

（B）Customer (sn_customer_service__customer)

（C）Business Location (sn_csm_business_location)

（D）Company (core company)

（A）Easy to influence

（B）Hard to influence

（C）Retrospective

（D）Prospective Most Voted

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

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

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

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

（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）Bring important information about individual records to an agent's attention

（B）To ensure customers get the service they are entitled to receive

（C）For agents to view articles an attach them to a case

（D）Help agents identify in which time zone a contact is located