ServiceNow CSM Implementation - Day 1

Agent Affinity enhances this AWA assignment process by adding an agent’s work ...(choose 3)

Which is NOT a communication channel?

Customer Central is composed of (choose two)

What does NLU stand for?

Periodic case updates

What is the title of the Assignment Workbench macro button?

It quickly pinpoints factors driving up case volume using machine learning

They represent the processes and data needed to resolve a specific type of customer issue

Dynamically guide agents to resolve complex cases

Types of Criteria for the assignment workbench (choose 3)

What are the possible Presence States in the Workspace (choose 3)?

The Tabs of a matching rule are (choose 2)

You can automate the assignment of a case starting from a Matching Rule and creating....

ServiceNow Predictive Intelligence is for Case... (choose 3)?

A Decision tree is composed of(choose 2):

Which is the new CSM application for creating Orders and tracking their fulfillment?

What does ETTR stand for?

What does AWA stand for?

Proactive Customer Service Operations is composed of (choose 3)

AWA uses the following criteria to determine how work items are automatically assigned to agents (choose 3)

Task Intelligence capabilities (choose 3):