Free CIS-CSM Exam Braindumps

Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?

1. A. Set the Agent Experience (What agents see in their Workspace inbox)
2. B. Define Assignment Rules (How to assign work items)
3. C. Define Work Item Queues (Where to route)
4. D. Configure Service Channels (What to route)

Correct Answer: B

What is the purpose of a Catalog Item variable?

1. A. Allows the customer to ask a question
2. B. Provides hint to the user on the field
3. C. Opens a chat session with customer support
4. D. Allows the customer or consumer to qualify their answer

Correct Answer: D

Reference: https://docs.servicenow.com/bundle/orlando-it-service- management/page/product/service- catalogmanagement/task/t_CreateAVariableForACatalogItem.html

What are the advantages of leading indicators over lagging indicators? (Choose two.)

1. A. Hard to influence
2. B. Prospective Most Voted
3. C. Retrospective
4. D. Easy to influence

Correct Answer: BD

Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? (Choose three.)

1. A. Assigned Cases
2. B. Agent Affinity
3. C. Availability Today
4. D. Matching Skills
5. E. Agent History

Correct Answer: ACD

On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)

1. A. Partner admin
2. B. Partner contact
3. C. Customer admin
4. D. Customer contact

Correct Answer: AC