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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q12-Q17):

NEW QUESTION # 12
What do blue circles in the timeline of a case form represent?

• A. Note
• B. Activity
• C. Comment
• D. State

Answer: D

NEW QUESTION # 13
What one of the following is optional when creating a Catalog workflow?

• A. Managing workflow versions
• B. Defining workflow activities
• C. Publishing the workflow
• D. Approving the workflow

Answer: A

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/workflow- administration/task/t_CrtWkflwNewSvcCtlgItm.html

NEW QUESTION # 14
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

• A. Entering question in portal only
• B. Record Producer only
• C. Both portal question entry and Record Producer
• D. None of the above

Answer: B

Explanation:
Explanation

NEW QUESTION # 15
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.

• A. True
• B. False

Answer: A

NEW QUESTION # 16
Which of the following roles can update a consumer's record? (Choose two.)

• A. Customer (sn_customerservice.customer)
• B. Customer Service Manager (sn_customerservice_manager)
• C. Customer Service Agent (sn_customerservice_agent)
• D. Consumer Support Agent {sn_customerservice.consumer_agent)

Answer: A,D

NEW QUESTION # 17
......

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