CIS-CSM: Certified Implementation Specialist - Customer Service Management

Agents and managers cannot create knowledge articles from Community questions.

True
False

Correct answer: B

Explanation:

The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit, and retire knowledge articles that they are associated with. Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge-management/task/create-knowledge-article.html

The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit, and retire knowledge articles that they are associated with.

Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge-management/task/create-knowledge-article.html

Information about a customer’s service contract is found in Knowledge.

False
True

Correct answer: A

Explanation:

Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_ContractsAndEntitlements.html

From what places in SN can an agent create a case? (Choose three.)

Customer Service Application
Contact
Account
Chat

Correct answer: ABC

Explanation:

Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseForm.html

Vendor:	ServiceNow
Exam Code:	CIS-CSM
Exam Name:	Certified Implementation Specialist - Customer Service Management
Date:	Apr 22, 2020
File Size:	109 KB

Download Certified Implementation Specialist - Customer Service Management.CIS-CSM.SelfTestEngine.2020-04-22.35q.tqb

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