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Value proposition
Selection of appropriate features and functions to meet business requirements
Key Performance Indicators and Benchmarks

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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q101-Q106):

NEW QUESTION # 101
When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?

A. Allows access to knowledge articles that are related to products owned by a customer
B. Allows access to knowledge articles based on customer's security access
C. Allows access to multi-product line knowledge articles
D. Allows access to knowledge articles that are related to entitlements owned by a customer

Answer: A

NEW QUESTION # 102
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

A. False
B. True

Answer: B

NEW QUESTION # 103
How many active OpenFrame configurations can you have on an instance?

A. 0
B. 1
C. 2
D. Unlimited

Answer: D

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/jakarta-customer-service-management/page/product/ customer-service-management/task/t_CreateAnOpenFrameConfiguration.html

NEW QUESTION # 104
Which are the key self-service functions of the Customer Support Portal? (Choose three.)

A. Knowledge Base
B. Open An Incident
C. Community
D. Service Catalog

Answer: A,C,D

NEW QUESTION # 105
What are the recommended good practices when running implementation workshops?
Choose 3 answers

A. Engage with customers to gain deep understanding of their organization
B. Give the customers the data they need so they can make an informed decision
C. Guide the customer toward industry best practices
D. Any financial implication of a decision should be handled by the delivery and sales team
E. Enforce customers to adapt their processes towards the baseline processes

Answer: A,B,C

NEW QUESTION # 106
......

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Jack Hill Jack Hill

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