Cis Csm 47 Questions And Answers
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Terms in this set
47
What are the conditions that matching rules are based on? (Choose two.)
Agent resources best suited to work on a case, Specific case attributes
Matching rules enhance assignment capability by __________.
Matching best agent by availability
Which of the following is a condition for matching rules?
Specific case attributes
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
Auto Assessment, Update Case Entitlement
What role does the Engagement Manager play before the Workshop? (Choose two.)
Project Manager, Assists with technical requirements
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
Both portal question entry and Record Producer
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content? (Choose two.)
Imported external articles appear as attachments in ServiceNow, Only applications that allow WebDAV connections can be integrated
Access to a Knowledge base or Article can be restricted based on a customer's assets and the product models using which of the following? (Choose two.)
Knowledge Product Entitlements, User Criteria
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
Reduces call volume, Makes it easier for Agents to manage case volume, Allows access to Knowledge Articles that are related to products owned by a customer
What one of the following is optional when creating a Catalog workflow?
Managing workflow versions