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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q218-Q223):

NEW QUESTION # 218
What must a system administrator configure to define a different approval workflow for an escalation request?

A. Escalation Rule
B. Escalation Decision
C. Escalation Reason
D. Escalation Template

Answer: A

NEW QUESTION # 219
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)

A. Number and type of support tools available
B. Geographical location of customer
C. Knowledge and skills required for agents
D. Languages spoken by agents
E. Number of agents required
F. Number of customer service portals used

Answer: A,C,D,E

NEW QUESTION # 220
What do blue circles in the timeline of a case form represent?

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

Answer: A

Explanation:
Explanation

NEW QUESTION # 221
Based on which out-of-box attributes can Special Handling Notes be applied to cases?
Choose 3 answers

A. Contact
B. Install Base Item
C. Account
D. Service Contract
E. Product Model

Answer: A,C,E

Explanation:
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/c_OnScreenAlerts.html

NEW QUESTION # 222
What action can be performed by a Partner Admin (sn_customerservice.partner_admin) and NOT by a Partner (sn_customerservice partner) in the Customer Service Portal?

A. Can create, view, and edit cases for their partner accounts
B. Can resolve cases reported by their partner accounts
C. Can view assets belonging to their partner accounts
D. Can create and update contacts for their partner accounts

Answer: C

NEW QUESTION # 223
......

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