Servicenow Cis Csm 40 Questions And Answers
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Terms in this set
40
T/F Agents and managers cannot create knowledge articles from Community questions?
False
T/F Information about a customer's service contract is found in Knowledge?
False
From what places in SN can an agent create a case? (Choose three.)
Customer Service Application, Account & Chat
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
Special Handling Notes can apply to which one of the following based on specific attributes?
Contact
Predictive Intelligence improves Case management by:
Predicting Case values without manual intervention
Which of the following is a condition for matching rules?
Specific case attributes
What do blue circles in the timeline of a case form represent?
State
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
Case Categorization, Case Prioritization