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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q159-Q164):

NEW QUESTION # 159
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)

* A. Web
* B. Chat
* C. Email
* D. Social
Answer: A,C

NEW QUESTION # 160
Which of the following statements is correct regarding product models in CSM?

* A. Product models can contain either physical items or digital (logical) items but not both in the same model
* B. Product models can only contain physical items
* C. Product models can contain both physical items and digital (logical) items in the same mode
* D. Products models can only contain digital (logical) items
Answer: C

NEW QUESTION # 161
What one of the following is optional when creating a Catalog workflow?

* A. Managing workflow versions
* B. Publishing the workflow
* C. Defining workflow activities
* D. Approving the workflow
Answer: A

Explanation:
Explanation

NEW QUESTION # 162
When configuring email in Communication Channels, how many outgoing email addresses are supported?

* A. Unlimited
* B. One
* C. Two
* D. Three
Answer: B

NEW QUESTION # 163
Which step in Advanced Work Assignment (AWA) would ensure the work was allocated to the appropriate agent?

* A. Set the Agent Experience
* B. Define Work Item Queues
* C. Configure Service Channels
* D. Define Assignment Rules
Answer: D

NEW QUESTION # 164
......

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