QUESTION: 77

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?

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

Answer(s): B

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QUESTION: 78

Which ServiceNow applications can be integrated out-of-the-box with CSM? (Choose three.)

Service Portfolio Management
Project Management
DevOps
Risk Management
ITOM Event Management

Answer(s): A,B,E

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QUESTION: 79

Which of the following are benefits that may be gained from using communities? (Choose three.)

Reduce support costs
Engagement with Customers
Get product feedback
Reduce cost per sales
Increase marketing effectiveness

Answer(s): A,B,C

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QUESTION: 80

What is a case?

An individual record that handles and resolves incidents for external customers
An individual record that is used to identify and create automation opportunities
An individual record that is used to identify and resolve a question or issue for an external customer
An individual record that handles and routes issues for internal users

Answer(s): C

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QUESTION: 77

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QUESTION: 79

QUESTION: 80