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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q231-Q236):

NEW QUESTION # 231
Once a major case candidate is approved a major case is created. What then happens to the customer case?

A. The customer case becomes the parent case of the major case
B. The customer case will automatically be related to a problem
C. The customer case will be automatically closed
D. The customer case becomes a child case of the major case

Answer: A

NEW QUESTION # 232
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)

A. Imported external articles appear as attachments in ServiceNow
B. SharePoint blocks this integration
C. The imported article will have the same category it had in the source knowledge base
D. Only applications that allow WebDAV connections can be integrated

Answer: C,D

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/concept/knowledge-external-content-integration.html

NEW QUESTION # 233
What are common types of application record data that are imported during a CSM data migration? (Choose two.)

A. Accounts
B. Case
C. Knowledge Article
D. Chat

Answer: A,B

NEW QUESTION # 234
Articles can provide the following: (Choose three.)

A. Provide answers and responses to common issues or questions
B. Information about customer's service contract
C. Document current and known issues
D. Share product information

Answer: A,C,D

Explanation:
Explanation

NEW QUESTION # 235
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?

A. Consumer self-registration
B. Live chat
C. Open an incident
D. Viewing knowledge articles

Answer: A

NEW QUESTION # 236
......

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Kevin Nelson Kevin Nelson

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