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ServiceNow CIS-CSM Practice Questions

CIS-CSMPage 8/13Total: 127Advanced
Question 71IntermediateCSM configuration

How is the Customer Central Plugin called?

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Question 72IntermediateCSM configuration

Its supported to have multiple outgoing email accounts for an instance.

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Question 73IntermediateCSM configuration

To use response templates, as a Custoer Service Agent with the sn_customerservice_agent role, the Customer Service Agent additionaly needs the sn_templated_snip.template_snipped_reader role.

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Question 74IntermediateCSM configuration

What are the two options available to convert emails into interactions?

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Question 75IntermediateCSM configuration

What is the Virtual Agent?

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Question 76IntermediateCSM configuration

Virtual Agent is part of ____.

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Question 77IntermediateCSM configuration

What are the three response template roles?

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Question 78IntermediateCSM configuration

Regarding the Virtual Agent, what are proactive triggers?

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Question 79IntermediateCSM configuration

What plugin is required to use Response Templates?

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Question 80IntermediateCase management

During the Create Interaction from Email flow, what records are created?

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