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ServiceNow CIS-CSM Exam - Topic 3 Question 12 Discussion

What are features of Customer Service Management? (Choose four.)
B) Service Entitlements and C) Demand Management and E) Real-time SLAs and G) Skills-based routing
A) Timed Audits
D) Service Prospecting
F) Service Contracts

ServiceNow CIS-CSM Exam - Topic 3 Question 12 Discussion

Actual exam question for ServiceNow's CIS-CSM exam
Question #: 12
Topic #: 3
[All CIS-CSM Questions]

What are features of Customer Service Management? (Choose four.)

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Suggested Answer: B, C, E, G

by Allene at May 10, 2022, 01:55 AM

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Sheridan
10 months ago
Demand management? Not sure how that fits in customer service.
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Susana
10 months ago
Skills-based routing helps match the right agent to the issue.
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Elmer
11 months ago
Wait, are timed audits really a feature? Sounds odd.
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Theola
11 months ago
Totally agree, service entitlements are key too.
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Malcolm
11 months ago
Real-time SLAs are a must for good customer service!
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Pearly
11 months ago
Skills-based routing seems like it could be part of customer service management, but I can't recall if it's one of the main features.
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Avery
11 months ago
I feel like demand management might not be a core feature, but it sounds familiar from our discussions.
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Erasmo
11 months ago
I remember practicing with a question that mentioned real-time SLAs, so I think that one is correct too.
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Oneida
11 months ago
I think service entitlements are definitely a feature, but I'm not sure about the others.
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Delbert
11 months ago
I think the serverless compute tier is the best option here. It allows for dynamic scaling of CPU resources and the ability to pause the database to reduce costs.
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Gilma
11 months ago
Okay, I've got this. When you configure separate incoming mail policies, it can lead to message aggregation, where the messages get combined together. I'm pretty confident that's the right answer.
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Marilynn
11 months ago
I remember a practice question about design thinking, but I guess releasing a 90% product isn't really about the process, more about feedback.
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Novella
11 months ago
Hmm, I'm a little unsure about the 3D Models feature. I haven't used that before, so I'll need to explore it carefully to make sure I get the sizing and placement right.
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Youlanda
11 months ago
Hmm, I'm not totally sure about this one. I know the options have to do with different types of audits or financial reviews, but I'm not confident I can distinguish between them. I'll have to think this through carefully.
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Lenna
12 months ago
I think I saw a practice question similar to this one that focused on the border leaf functionality. It seems like the right choice to me, but I'll double-check the details.
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Sue
12 months ago
This looks like a classic profit maximization problem. I'll need to find the output level where marginal revenue equals marginal cost.
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