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Free CIS-CSM Exam Braindumps (page: 21)

Page 20 of 57
PDF with 241 Questions

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?

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

Answer(s): B



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

  1. Service Portfolio Management
  2. Project Management
  3. DevOps
  4. Risk Management
  5. ITOM Event Management

Answer(s): A,B,E



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

  1. Reduce support costs
  2. Engagement with Customers
  3. Get product feedback
  4. Reduce cost per sales
  5. Increase marketing effectiveness

Answer(s): A,B,C



What is a case?

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

Answer(s): C






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