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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q195-Q200):

NEW QUESTION # 195
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.

A. False
B. True

Answer: B

NEW QUESTION # 196
What are common types of application record data that are imported during a CSM data migration? (Choose two.)

A. Chat
B. Knowledge Article
C. Accounts
D. Case

Answer: C,D

NEW QUESTION # 197
What criteria can be used to determine when a new inbound case should be opened?

A. When an internal problem occurs
B. When we have new marketing material for a customer
C. When a customer has a question or issue to resolve
D. When a new customer is created

Answer: C

NEW QUESTION # 198
How many active OpenFrame configurations can you have on an instance?

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

Answer: A

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

NEW QUESTION # 199
Customer Service Trending Topics is a capability that enables companies to use Predictive Intelligence to quickly pinpoint factors driving up case volume and act to mitigate them. Which of the following would be a benefit of using Predictive Intelligence Customer Service Trending Topics?

A. Auto-generate clusters of cases that point to similar underlying issues
B. A guaranteed reduction in call volume per month
C. Create root cause solutions for similar cases
D. Eliminate the need for more traditional performance analytics

Answer: A

Explanation:
https://evantage.gilmoreglobal.com/reader/books/SN-CSMI-T010-PG-E/pageid/156

NEW QUESTION # 200
......

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