Cis Csm 2025 81 Questions And Answers
1 / 10
Terms in this set
81
... is a domain of activities that covers processes a business or other organization uses to interact with their customers before, during, and after acquiring their products and services.
Customer Service
... are generally tangible items - something customers can physically hold in their hands. Though, these can also be intangible - something customers cannot physically hold in their hands - but are still something the customer owns.
Products
... are intangible and something a business provides or performs for a customer and its output may result in some sort of tangible deliverable, hence a product.
Services
... is a product that enables businesses across all industries to provide service and support to their customers.
Customer Service Management (CSM)
What are some channels to request services and support for products?
-Portal
-Engagement Messenger
-Messaging
-Phone (Voice)
-Walk-up
-Video (Zoom)
-Email
-Engagement Messenger
-Messaging
-Phone (Voice)
-Walk-up
-Video (Zoom)
What two main objects does CSM use to track customer inquiries?
1. Interaction
2. Case
2. Case
Record of communication with customer
Interaction
What happens if
1. the inquiry is simple and does not require follow-up
and
2. the inquiry is complex and requires follow-up?
1. the inquiry is simple and does not require follow-up
and
2. the inquiry is complex and requires follow-up?
1. It can be closed after resolution.
2. A Case is created to track work-related activities needed for resolution.
2. A Case is created to track work-related activities needed for resolution.
What ServiceNow Store application adds generative AI capabilities to the CSM application?
Now Assist
-Record of work activity to fulfill Customer's inquiry
-Used to track complex inquiries
-Inquiries that require a follow-up
-Used to track complex inquiries
-Inquiries that require a follow-up
Case