Free ServiceNow CIS-CSM Practice Exam with Questions & Answers

Account

Not supported

Consumer

Social Profile

Personnel File

Human Resource Application

Incident Management

Chat

Special Handling Note

See the detailed configurations of the products and services deployed for a customer to determine me action needed

Monitor alerts for operational services and configuration items that affect service health

Trace information provided m a case to the right product or service to which it relates

Close an upsell of related products and services not yet purchased by a customer

Can resolve cases reported by themselves

Can view assets belonging to their account

Can create and update contacts for their accounts

Can create, view, and edit cases for their account

Shorter calls for agents by reducing the time to search for information

A customized admin chat toolbar with emojis for agents to use in chat messages

Improved customer satisfaction as agents can respond to and resolve customer issues faster

Better language management by flagging key words and alerting chat managers when agents use one or more of those words

Provide agents with an escalation guide

Guide agents through account management

Dynamically guide agents to help resolve complex cases

Provide agents with a knowledge guide

When they require an implementation spread across all project phases

If they are NOT applied through the usage of built-in tools on the Now Platform

When they are solely implemented for a custom application

When there are business demands for custom functionality that is not offered out-of-the-box

Requested Items

Content Items Most Voted

Categories

Execution Plans

Imported external articles appear as attachments in ServiceNow

Only applications that allow WebDAV connections can be integrated

The imported article will have the same category it had in the source knowledge base

SharePoint blocks this integration

Customer service agent (sn_customerservice_agent)

Proxy case creator (sn_customerservice.proxy_case_creator)

Partner (sn_customerservice.partner)

Case Viewer (sn_customerservice.case_viewer)