ServiceNow CIS-CSM Certified Implementation Specialist — Customer Service Management Exam Dumps and Practice Test Questions Set 14 Q196-210 - Certbolt

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Question196

A telecommunications company is implementing ServiceNow CSM to handle customer service requests including service outages, billing inquiries, plan changes, and technical support. The company requires automated workflows, SLA monitoring, escalations for high-priority cases, and dashboards to monitor team performance and recurring issues. Which configuration best meets these requirements?

A) Allow agents to manually route requests without SLA tracking or dashboards
B) Implement automated workflows for request routing, SLA monitoring, escalation policies, role-based access, and dashboards
C) Track requests using spreadsheets without automation or reporting
D) Provide unrestricted access to all customer accounts without workflows

Answer: B

Explanation:

Telecommunications companies manage large volumes of diverse customer interactions that require efficient handling, rapid response, accuracy, and regulatory compliance. Option B, implementing automated workflows, SLA monitoring, escalation policies, role-based access, and dashboards, provides the most effective configuration.

Option A, manual routing without SLA monitoring or dashboards, is inefficient, error-prone, and inconsistent. Option C, using spreadsheets, lacks automation, enforceable workflows, and real-time insights. Option D, unrestricted access without workflows, exposes sensitive customer data to security and compliance risks.

Option B integrates automated workflows, SLA monitoring, escalation policies, role-based access, and dashboards, ensuring timely, accurate, and compliant handling of service outages, billing inquiries, plan changes, and technical support requests. This configuration maximizes operational efficiency, customer satisfaction, and regulatory compliance.

Question197

A software company wants to implement ServiceNow CSM to manage customer service requests including license activations, software updates, bug reports, and feature requests. They require automated routing, SLA tracking, escalations for urgent cases, and dashboards to monitor team performance and recurring issues. Which configuration best supports these requirements?

A) Allow agents to manually handle all requests without SLA monitoring or dashboards
B) Implement automated workflows for request routing, SLA monitoring, escalation policies, role-based access, and dashboards
C) Track requests using spreadsheets without automation or reporting
D) Provide unrestricted access to all customer accounts without workflows

Answer: B

Explanation:

Software companies manage a mix of technical and non-technical customer service requests that demand speed, accuracy, and consistent service delivery. Option B, implementing automated workflows for request routing, SLA monitoring, escalation policies, role-based access, and dashboards, provides the most effective configuration.

Automated workflows route requests to the appropriate teams. License activation workflows validate customer details, process activation, confirm license delivery, and provide notifications. Software update workflows ensure customers are informed about new releases, update schedules, and installation guidance. Bug report workflows log issues, assign to development or support teams, track resolution progress, and communicate fixes. Feature request workflows capture requirements, route to product management, evaluate feasibility, and communicate outcomes. Automation reduces manual effort, ensures consistent handling, and accelerates resolution.

Option A, manual handling without SLA monitoring or dashboards, is inefficient and error-prone. Option C, using spreadsheets, lacks automation, enforceable workflows, and reporting capabilities. Option D, unrestricted access without workflows, exposes sensitive customer information to security and operational risks.

Option B integrates automated workflows, SLA monitoring, escalation policies, role-based access, and dashboards. This configuration ensures timely, accurate, and consistent handling of license activations, software updates, bug reports, and feature requests while providing actionable insights for management and maintaining data security.

Question198

A logistics company wants to implement ServiceNow CSM to handle customer service requests including shipment tracking, delivery issues, returns, and billing inquiries. They require automated workflows, SLA tracking, escalations for urgent requests, and dashboards to monitor team performance and recurring issues. Which configuration best meets these requirements?

Answer: B

Explanation:

Logistics companies handle high volumes of customer interactions that require timely, accurate, and efficient service. Option B, implementing automated workflows, SLA tracking, escalation policies, role-based access, and dashboards, is the optimal configuration.

Automated workflows ensure requests are consistently routed. Shipment tracking workflows validate tracking numbers, provide updates, and notify customers of status changes. Delivery issue workflows investigate delays, coordinate with carriers, process resolutions, and communicate outcomes. Returns workflows validate eligibility, issue return authorizations, track returns, and process refunds. Billing inquiry workflows verify invoices, process adjustments, and provide timely resolution. Automation minimizes errors, ensures consistency, and improves operational efficiency.

SLA monitoring ensures requests are resolved within defined timelines. Urgent issues, such as delayed deliveries or high-value returns, require rapid handling. SLA tracking allows managers to monitor performance, identify bottlenecks, allocate resources, and ensure service compliance. Adherence to SLAs improves customer satisfaction and prevents reputational or contractual risks.

Escalation policies automatically route unresolved or urgent cases to senior staff or specialized teams. Critical delivery or billing issues are escalated to management for immediate resolution. Escalation enhances accountability, accelerates resolution, and ensures urgent matters receive attention. Escalation reporting identifies recurring service challenges and informs workflow improvements, training, and resource allocation.

Role-based access ensures employees access only information necessary for their roles. Customer service agents handle shipment tracking and returns, billing specialists manage invoices, and managers oversee escalations. RBAC ensures data security, reduces errors, maintains operational efficiency, and supports compliance with privacy regulations.

Dashboards provide real-time visibility into request volumes, SLA compliance, escalations, team performance, and recurring issues. Managers can optimize workflows, allocate resources effectively, and make data-driven decisions. Dashboards improve operational efficiency and service quality while enabling proactive management of recurring issues.

Option A, manual routing without SLA monitoring or dashboards, is inefficient and prone to errors. Option C, using spreadsheets, lacks automation, enforceable workflows, and reporting capabilities. Option D, unrestricted access without workflows, exposes sensitive customer and shipment data to operational and security risks.

Option B integrates automated workflows, SLA monitoring, escalation policies, role-based access, and dashboards, ensuring timely, accurate, and compliant handling of shipment tracking, delivery issues, returns, and billing inquiries. This configuration maximizes customer satisfaction, operational efficiency, and risk mitigation.

Question199

A utility company wants to implement ServiceNow CSM to manage customer service requests including outage reports, billing questions, service installations, and maintenance requests. They require automated workflows, SLA tracking, escalations for urgent cases, and dashboards to monitor team performance and recurring issues. Which configuration best supports these requirements?

Answer: B

Explanation:

Utility companies must efficiently handle high volumes of customer interactions while ensuring service continuity, accurate billing, and regulatory compliance. Option B, implementing automated workflows, SLA monitoring, escalation policies, role-based access, and dashboards, is the most effective configuration.

Automated workflows ensure consistent handling of requests. Outage reporting workflows validate customer location, log incidents, notify technical teams, and provide status updates. Billing question workflows verify account details, investigate discrepancies, adjust billing, and communicate results. Service installation workflows validate eligibility, schedule appointments, coordinate teams, and confirm completion. Maintenance request workflows schedule service, assign technicians, track completion, and notify customers. Automation reduces errors, increases efficiency, and ensures consistency.

SLA tracking ensures timely resolution. Urgent cases, such as major outages affecting critical infrastructure, require rapid response. SLA monitoring allows managers to track response times, identify bottlenecks, allocate resources effectively, and meet service standards. Adhering to SLAs enhances customer trust and ensures compliance with regulations.

Escalation policies automatically route unresolved or high-priority cases to senior staff or specialized teams. Critical outages or unresolved billing disputes are escalated for immediate action. Escalation increases accountability, accelerates resolution, and ensures urgent cases receive prompt attention. Escalation reporting highlights recurring issues and informs workflow improvements, training, and operational strategies.

Role-based access ensures employees access only information necessary for their roles. Customer service agents handle billing and outage reporting, field technicians manage maintenance, and managers oversee escalations. RBAC enhances security, reduces errors, and ensures compliance with privacy and regulatory requirements.

Dashboards provide real-time insights into request volumes, SLA compliance, escalations, team performance, and recurring issues. Managers can optimize operations, allocate resources, and implement process improvements. Dashboards improve service quality, operational efficiency, and customer satisfaction.

Option A, manual handling without SLA monitoring or dashboards, is inefficient. Option C, using spreadsheets, lacks automation and reporting capabilities. Option D, unrestricted access without workflows, exposes sensitive customer data to security and compliance risks.

Question200

An e-commerce company wants to implement ServiceNow CSM to manage customer service requests including order tracking, product returns, payment disputes, and loyalty program inquiries. They require automated workflows, SLA tracking, escalations for urgent cases, and dashboards to monitor team performance and recurring issues. Which configuration best meets these requirements?

Answer: B

Explanation:

E-commerce companies handle high volumes of customer interactions where speed, accuracy, and consistency directly impact customer satisfaction, loyalty, and operational efficiency. Option B, implementing automated workflows, SLA monitoring, escalation policies, role-based access, and dashboards, is the most effective configuration.

Automated workflows ensure requests are consistently routed to the correct teams. Order tracking workflows validate order numbers, provide real-time updates, and notify customers. Product returns workflows verify eligibility, issue return authorizations, track returns, and process refunds. Payment dispute workflows investigate issues, process corrections, communicate outcomes, and update records. Loyalty program inquiries workflows manage points, promotions, benefits, and customer communications. Automation reduces human error, ensures consistency, and accelerates resolution.

SLA monitoring ensures timely handling of requests, particularly high-priority cases such as delayed shipments, high-value order disputes, or loyalty program issues. SLA tracking provides managers with visibility, enabling proactive resource allocation, performance monitoring, and adherence to service commitments. Meeting SLA standards improves customer trust, reduces complaints, and enhances brand reputation.

Escalation policies automatically route unresolved or urgent cases to senior personnel. Critical order issues, payment disputes, or loyalty program discrepancies are escalated to management for prompt resolution. Escalation increases accountability, speeds resolution, and ensures high-priority cases receive necessary attention. Escalation reporting informs process improvements, resource allocation, and staff training strategies.

Role-based access ensures employees access only information relevant to their roles. Customer service agents handle orders and returns, billing specialists manage payment disputes, and loyalty program managers address related requests. RBAC safeguards customer data, minimizes errors, and ensures compliance with privacy regulations. Controlled access supports operational efficiency while protecting sensitive information.

Dashboards provide real-time visibility into request volumes, SLA compliance, escalations, team performance, and recurring issues. Managers can identify bottlenecks, prioritize resources, and implement improvements. Dashboards support data-driven decision-making and enhance service quality, operational efficiency, and customer satisfaction.

Option A, manual handling without SLA monitoring or dashboards, is inefficient. Option C, using spreadsheets, lacks automation, enforceable workflows, and reporting capabilities. Option D, unrestricted access without workflows, exposes sensitive customer information to operational and security risks.

Option B integrates automated workflows, SLA monitoring, escalation policies, role-based access, and dashboards. This configuration ensures timely, accurate, and consistent handling of order tracking, product returns, payment disputes, and loyalty program inquiries while providing actionable insights for management and protecting customer data.

Question201

A global airline wants to implement ServiceNow CSM to manage customer service requests including flight delays, baggage claims, ticket changes, and loyalty program inquiries. The company requires automated workflows, SLA tracking, escalations for high-priority cases, and dashboards to monitor team performance and recurring issues. Which configuration best supports these requirements?

Answer: B

Explanation:

Airlines operate in a complex environment where customer service must be fast, reliable, and compliant with various regulations. Option B, implementing automated workflows, SLA monitoring, escalation policies, role-based access, and dashboards, is the configuration that most effectively meets these requirements.

Automated workflows ensure that customer service requests are consistently routed to the appropriate teams. Flight delay workflows automatically log reported delays, notify affected customers, and provide updates regarding rescheduling or alternative flights. Baggage claim workflows validate passenger and flight details, track the location of lost luggage, and coordinate with logistics teams for prompt resolution. Ticket change workflows validate eligibility, process modifications, update systems in real time, and provide confirmation to customers. Loyalty program inquiries workflows manage points accrual, redemption, and benefits, ensuring accurate communication and customer satisfaction. Automation reduces human error, improves consistency, and increases operational efficiency, which is critical in an airline context where delays or errors directly impact customer satisfaction and safety compliance.

SLA monitoring ensures timely handling of requests. High-priority cases, such as delayed flights affecting connecting flights or high-value passenger accounts, require rapid resolution. SLA tracking allows managers to identify bottlenecks, allocate resources effectively, and ensure compliance with service level agreements and regulatory obligations. Airlines are often required to meet strict timelines for compensation, notification, and resolution, making SLA adherence crucial to avoid penalties, reputational damage, and customer dissatisfaction.

Escalation policies automatically route unresolved or critical cases to senior staff or specialized teams. For example, major flight disruptions or missing luggage for VIP passengers require immediate escalation to management for resolution. Escalations enhance accountability, accelerate problem resolution, and ensure urgent matters receive the attention required to maintain service standards and customer trust. Escalation reporting also helps identify recurring issues, informing workflow optimizations, staff training programs, and preventive measures to improve service efficiency.

Role-based access ensures that employees have access only to the data necessary for their roles. Customer service agents handle booking and baggage inquiries, while loyalty program managers manage rewards accounts, and managers oversee escalations. RBAC protects sensitive passenger information, ensures compliance with privacy regulations such as GDPR or aviation-specific guidelines, reduces errors, and supports operational efficiency. Controlled access also mitigates the risk of unauthorized data exposure or manipulation, which is critical in maintaining airline reputation and customer trust.

Dashboards provide real-time visibility into request volumes, SLA compliance, escalations, team performance, and recurring issues. Management can identify trends in delays, ticket change requests, and baggage claims to optimize operations and implement preventive strategies. Dashboards also provide actionable insights for proactive communication with customers and resource allocation during peak travel periods. Real-time monitoring allows airlines to quickly adapt to operational disruptions, ensuring service continuity and enhancing overall customer experience.

Option A, manual handling without SLA monitoring or dashboards, is inefficient, error-prone, and inconsistent, particularly in high-volume scenarios. Option C, using spreadsheets, lacks automation, enforceable workflows, and real-time insights, making it inadequate for airline operations. Option D, unrestricted access without workflows, exposes sensitive passenger data to security risks and compliance violations.

Option B integrates automated workflows, SLA monitoring, escalation policies, role-based access, and dashboards, ensuring timely, accurate, and compliant handling of flight delays, baggage claims, ticket changes, and loyalty program inquiries. This configuration maximizes operational efficiency, customer satisfaction, and regulatory compliance.

Question202

A healthcare provider wants to implement ServiceNow CSM to manage patient service requests including appointment scheduling, prescription refills, billing questions, and medical record inquiries. The provider requires automated workflows, SLA monitoring, escalations for urgent cases, and dashboards to monitor team performance and recurring issues. Which configuration best supports these requirements?

A) Allow staff to manually handle all requests without SLA monitoring or dashboards
B) Implement automated workflows for request routing, SLA monitoring, escalation policies, role-based access, and dashboards
C) Track requests using spreadsheets without automation or reporting
D) Provide unrestricted access to all patient records without workflows

Answer: B

Explanation:

Healthcare providers operate in a highly regulated and sensitive environment where patient care and privacy are paramount. Option B, implementing automated workflows, SLA monitoring, escalation policies, role-based access, and dashboards, is the optimal configuration to ensure operational efficiency, patient satisfaction, and regulatory compliance.

Automated workflows ensure requests are accurately routed to the appropriate teams. Appointment scheduling workflows validate patient information, check physician availability, and confirm appointments. Prescription refill workflows validate patient eligibility, check for drug interactions, and communicate with pharmacies for timely dispensing. Billing inquiries workflows verify account information, process adjustments, and provide communication with patients regarding balances and insurance claims. Medical record inquiries workflows manage access requests, ensure proper documentation, and validate patient authorization while maintaining compliance with HIPAA and other regulations. Automation reduces errors, increases efficiency, and ensures consistent handling across multiple service channels.

SLA monitoring ensures timely handling of requests, particularly critical cases such as urgent appointments or prescription refills that impact patient health. SLA tracking allows managers to proactively allocate resources, monitor performance, and ensure compliance with service standards. Meeting SLAs enhances patient trust, ensures operational efficiency, and mitigates risk of legal or regulatory violations.

Escalation policies automatically route unresolved or urgent cases to senior staff or specialized teams. For example, delays in urgent prescription refills or critical medical inquiries are escalated to ensure timely intervention. Escalations increase accountability, accelerate resolution, and maintain high standards of patient care. Escalation reporting provides insights into recurring issues, informs process improvement, staff training, and resource planning to improve overall service efficiency and patient satisfaction.

Role-based access ensures staff access only the information relevant to their responsibilities. Appointment schedulers handle patient scheduling, billing staff manage financial inquiries, clinicians access medical information as needed, and managers oversee escalations. RBAC protects sensitive patient information, ensures compliance with HIPAA and other privacy regulations, minimizes operational errors, and supports secure data handling. Controlled access is critical to prevent unauthorized access to sensitive patient records.

Dashboards provide real-time visibility into request volumes, SLA compliance, escalations, team performance, and recurring issues. Managers can identify trends in patient inquiries, optimize workflows, allocate resources effectively, and implement process improvements. Dashboards allow proactive management of high-volume service areas and support informed decision-making to enhance patient satisfaction and operational efficiency.

Option A, manual handling without SLA monitoring or dashboards, is inefficient and increases the likelihood of errors. Option C, tracking requests via spreadsheets, lacks automation, enforceable workflows, and reporting capabilities, making it inadequate for healthcare operations. Option D, unrestricted access without workflows, exposes sensitive patient data to security breaches and regulatory violations.

Option B integrates automated workflows, SLA monitoring, escalation policies, role-based access, and dashboards. This configuration ensures timely, accurate, and compliant handling of appointment scheduling, prescription refills, billing questions, and medical record inquiries while providing actionable insights and protecting patient privacy.

Question203

A banking institution wants to implement ServiceNow CSM to manage customer service requests including account inquiries, loan applications, credit card disputes, and fraud reports. The bank requires automated workflows, SLA tracking, escalations for urgent cases, and dashboards to monitor team performance and recurring issues. Which configuration best supports these requirements?

Answer: B

Explanation:

Banking institutions handle high volumes of financial transactions and sensitive customer data, where accuracy, speed, and compliance are essential. Option B, implementing automated workflows, SLA tracking, escalation policies, role-based access, and dashboards, is the most effective configuration.

Automated workflows ensure requests are consistently routed. Account inquiry workflows validate customer information, retrieve account details, and respond promptly. Loan application workflows verify eligibility, route applications to underwriters, and communicate approval status. Credit card dispute workflows log complaints, investigate transactions, and coordinate with relevant teams for resolution. Fraud report workflows capture reports, validate suspicious activity, and initiate security investigations while notifying affected customers. Automation reduces human error, ensures consistent handling, and accelerates resolution, which is critical in banking.

SLA monitoring ensures timely resolution of high-priority cases, such as fraud reports or loan application processing. SLA tracking allows managers to monitor performance, identify delays, allocate resources effectively, and meet regulatory and contractual obligations. Adherence to SLAs enhances customer trust, prevents financial loss, and ensures operational compliance.

Escalation policies automatically route unresolved or critical cases to senior staff. For example, fraud reports affecting multiple accounts or high-value customers require immediate escalation. Escalation increases accountability, accelerates resolution, and ensures urgent cases are addressed promptly. Reporting on escalations identifies recurring operational challenges and informs workflow optimization, training, and preventive measures.

Role-based access ensures employees access only information relevant to their responsibilities. Customer service agents manage account inquiries and credit card disputes, loan officers handle applications, fraud specialists investigate security cases, and managers oversee escalations. RBAC protects sensitive financial data, ensures regulatory compliance, reduces errors, and enhances operational efficiency. Controlled access mitigates the risk of unauthorized access to financial information.

Dashboards provide real-time insights into request volumes, SLA compliance, escalations, team performance, and recurring issues. Managers can track trends in account inquiries, loan applications, disputes, and fraud reports to optimize workflows and allocate resources effectively. Dashboards support proactive management, informed decision-making, and continuous improvement in service delivery.

Option A, manual handling without SLA monitoring or dashboards, is inefficient and error-prone. Option C, spreadsheets, lack automation, enforceable workflows, and reporting capabilities. Option D, unrestricted access without workflows, exposes sensitive financial data to security and regulatory risks.

Option B integrates automated workflows, SLA monitoring, escalation policies, role-based access, and dashboards. This ensures timely, accurate, and compliant handling of account inquiries, loan applications, credit card disputes, and fraud reports, enhancing operational efficiency, customer satisfaction, and regulatory compliance.

Question204

A retail company wants to implement ServiceNow CSM to manage customer service requests including product inquiries, order tracking, returns, and loyalty program support. They require automated workflows, SLA tracking, escalations for urgent cases, and dashboards to monitor team performance and recurring issues. Which configuration best supports these requirements?

Answer: B

Explanation:

Retail companies manage a diverse range of customer service requests where speed, accuracy, and consistency directly affect customer satisfaction and brand loyalty. Option B, implementing automated workflows, SLA tracking, escalation policies, role-based access, and dashboards, is the most effective configuration.

Automated workflows ensure requests are consistently routed to appropriate teams. Product inquiry workflows validate stock availability, provide product information, and suggest alternatives. Order tracking workflows retrieve shipping status, notify customers of delays, and provide estimated delivery times. Return workflows verify eligibility, issue return authorizations, track returns, and process refunds. Loyalty program support workflows manage point balances, redemptions, and benefits. Automation reduces human error, ensures consistent handling, and increases efficiency, particularly during peak retail periods or promotional campaigns.

SLA monitoring ensures timely resolution of high-priority requests such as delayed deliveries or high-value product returns. SLA tracking allows managers to identify delays, allocate resources effectively, and maintain service standards. Adherence to SLAs improves customer satisfaction, reduces complaints, and maintains operational efficiency.

Escalation policies automatically route unresolved or critical cases to senior staff. For example, issues involving premium customers, high-value purchases, or repeated service failures are escalated for rapid resolution. Escalation enhances accountability, accelerates problem resolution, and ensures urgent matters receive appropriate attention. Escalation reporting also informs workflow improvements, staff training, and process optimization.

Role-based access ensures employees access only the information necessary for their roles. Customer service agents manage inquiries, order tracking, and returns. Loyalty program managers handle rewards and benefits. Managers oversee escalations. RBAC protects sensitive customer data, ensures compliance with privacy regulations, reduces errors, and supports operational efficiency. Controlled access mitigates the risk of unauthorized data exposure or manipulation.

Dashboards provide real-time insights into request volumes, SLA compliance, escalations, team performance, and recurring issues. Managers can identify trends, allocate resources effectively, and implement preventive measures to improve service quality. Dashboards support proactive management and informed decision-making, ensuring high standards of customer experience and operational efficiency.

Option B integrates automated workflows, SLA monitoring, escalation policies, role-based access, and dashboards, ensuring timely, accurate, and consistent handling of product inquiries, order tracking, returns, and loyalty program support. This maximizes customer satisfaction, operational efficiency, and data security.

Question205

A telecommunications provider wants to implement ServiceNow CSM to manage customer service requests including network outages, billing inquiries, plan changes, and device troubleshooting. They require automated workflows, SLA monitoring, escalations for high-priority cases, and dashboards to monitor team performance and recurring issues. Which configuration best supports these requirements?

Answer: B

Explanation:

Telecommunications providers operate in a high-volume, high-complexity environment where customer service efficiency and accuracy directly affect revenue, customer satisfaction, and brand reputation. Option B, implementing automated workflows, SLA monitoring, escalation policies, role-based access, and dashboards, is the most effective configuration.

Automated workflows ensure requests are routed efficiently to the appropriate teams. Network outage workflows validate affected regions, log incidents, notify technical teams, and provide status updates to customers. Billing inquiry workflows validate account details, investigate discrepancies, process adjustments, and provide notifications. Plan change workflows validate eligibility, update account settings, communicate confirmations, and ensure system accuracy. Device troubleshooting workflows diagnose issues, provide guided resolutions, escalate unresolved issues, and confirm resolution. Automation ensures consistency, reduces human error, accelerates resolution, and improves customer satisfaction.

SLA monitoring ensures timely resolution of critical issues. Network outages, high-value account disputes, or device failures affecting large customer segments require rapid response. SLA tracking allows managers to monitor performance, identify delays, and allocate resources effectively. Meeting SLA targets reduces customer dissatisfaction, avoids regulatory penalties, and maintains service reliability.

Escalation policies automatically route unresolved or urgent cases to senior staff. High-impact outages or critical billing issues require immediate attention from managers or specialized teams. Escalation improves accountability, accelerates resolution, and ensures urgent cases receive necessary attention. Escalation reporting highlights recurring operational challenges and informs workflow optimization, preventive measures, and staff training programs.

Role-based access ensures employees access only the information relevant to their role. Customer service agents manage billing inquiries and device troubleshooting, network specialists handle outages, and managers oversee escalations. RBAC protects sensitive customer data, reduces errors, ensures regulatory compliance, and supports operational efficiency. Controlled access mitigates unauthorized data exposure or misuse.

Dashboards provide real-time insights into request volumes, SLA compliance, escalations, team performance, and recurring issues. Managers can monitor trends in outages, billing inquiries, plan changes, and device issues to optimize workflows, allocate resources, and implement improvements. Dashboards enable proactive decision-making, enhance operational efficiency, and improve customer satisfaction.

Option A, manual handling without SLA monitoring or dashboards, is inefficient, error-prone, and inconsistent. Option C, spreadsheets, lack automation, enforceable workflows, and reporting capabilities. Option D, unrestricted access without workflows, exposes sensitive customer data to security and compliance risks.

Option B integrates automated workflows, SLA monitoring, escalation policies, role-based access, and dashboards. This ensures timely, accurate, and compliant handling of network outages, billing inquiries, plan changes, and device troubleshooting while maintaining operational efficiency, data security, and customer satisfaction.

Question206

A global logistics company wants to implement ServiceNow CSM to manage customer service requests including shipment tracking, delivery exceptions, claims for lost or damaged goods, and service level inquiries. The company requires automated workflows, SLA monitoring, escalations for urgent cases, and dashboards to monitor team performance and recurring issues. Which configuration best supports these requirements?

Answer: B

Explanation:

Option A, manual handling without SLA monitoring or dashboards, is inefficient, error-prone, and inconsistent, especially given the high volume of logistics transactions. Option C, tracking requests via spreadsheets, lacks automation, enforceable workflows, and real-time reporting, making it inadequate for complex logistics operations. Option D, unrestricted access without workflows, exposes sensitive shipment and customer data to operational and security risks and undermines regulatory compliance.

Option B integrates automated workflows, SLA monitoring, escalation policies, role-based access, and dashboards, ensuring timely, accurate, and compliant handling of shipment tracking, delivery exceptions, claims, and service level inquiries. This configuration maximizes operational efficiency, customer satisfaction, and regulatory compliance while reducing operational risks.

Question207

A multinational e-commerce company wants to implement ServiceNow CSM to handle customer service requests including order inquiries, payment disputes, return processing, and loyalty program support. They require automated workflows, SLA tracking, escalations for urgent cases, and dashboards to monitor team performance and recurring issues. Which configuration best supports these requirements?

Answer: B

Explanation:

E-commerce companies deal with high volumes of transactions, sensitive financial data, and customer expectations for rapid resolution. Option B, implementing automated workflows, SLA monitoring, escalation policies, role-based access, and dashboards, is the configuration that best supports these requirements.

Automated workflows ensure that service requests are routed to the correct teams consistently. Order inquiry workflows validate order numbers, retrieve order statuses, and communicate updates to customers. Payment dispute workflows verify transaction details, investigate discrepancies, and coordinate with financial teams for resolution. Return processing workflows validate eligibility, issue return authorizations, track returned items, and process refunds or replacements. Loyalty program support workflows manage point balances, rewards redemptions, and account adjustments. Automation reduces human error, ensures consistent service delivery, and improves speed of resolution, which is crucial in e-commerce operations where delays directly impact customer satisfaction and loyalty.

SLA monitoring ensures that urgent cases, such as delayed refunds or disputed high-value transactions, are addressed within contractual or operational deadlines. SLA tracking provides management with visibility into service performance, identifies delays, and enables proactive resource allocation. Meeting SLA targets reduces customer dissatisfaction, prevents escalation to senior management, and maintains trust and confidence in the company. Continuous SLA monitoring also facilitates benchmarking, performance management, and process improvement initiatives to enhance operational efficiency and customer experience.

Escalation policies automatically route unresolved or high-priority requests to senior staff. For example, disputes involving significant monetary value or time-sensitive orders are escalated for immediate attention. Escalation ensures accountability, accelerates resolution, and maintains service quality. Reporting on escalations helps management identify trends, recurring issues, or gaps in workflow design, enabling targeted interventions and staff training programs. Escalations also support proactive prevention strategies, improving long-term operational efficiency and customer satisfaction.

Role-based access ensures that employees access only the information required for their roles. Customer service agents manage order inquiries and return processing, finance teams handle payment disputes, loyalty program managers oversee rewards accounts, and managers monitor escalations and performance dashboards. RBAC protects sensitive customer information, reduces risk of errors, ensures regulatory compliance, and supports operational efficiency. Controlled access prevents unauthorized data exposure, enhancing security and trust.

Option A, manual handling without SLA monitoring or dashboards, is inefficient and inconsistent, particularly during peak order periods. Option C, spreadsheets, lack automation, enforceable workflows, and real-time reporting, making it unsuitable for high-volume e-commerce environments. Option D, unrestricted access without workflows, exposes sensitive customer and financial data to operational, compliance, and security risks.

Option B integrates automated workflows, SLA monitoring, escalation policies, role-based access, and dashboards, ensuring timely, accurate, and compliant handling of order inquiries, payment disputes, return processing, and loyalty program support. This configuration maximizes customer satisfaction, operational efficiency, and data security.

Question208

A software company wants to implement ServiceNow CSM to manage customer service requests including license renewals, technical support tickets, feature requests, and billing inquiries. They require automated workflows, SLA monitoring, escalations for urgent cases, and dashboards to monitor team performance and recurring issues. Which configuration best supports these requirements?

Answer: B

Explanation:

Option A, manual handling without SLA monitoring or dashboards, is inefficient and inconsistent. Option C, spreadsheets, lack automation, enforceable workflows, and reporting capabilities. Option D, unrestricted access without workflows, exposes sensitive customer and financial data to operational, compliance, and security risks.

Option B integrates automated workflows, SLA monitoring, escalation policies, role-based access, and dashboards. This configuration ensures timely, accurate, and compliant handling of license renewals, technical support tickets, feature requests, and billing inquiries, maximizing customer satisfaction, operational efficiency, and data security.

Question209

A global telecommunications company wants to implement ServiceNow CSM to manage customer service requests including service outages, billing inquiries, device replacements, and plan upgrades. They require automated workflows, SLA tracking, escalations for urgent cases, and dashboards to monitor team performance and recurring issues. Which configuration best supports these requirements?

Answer: B

Explanation:

Telecommunications companies operate in a highly competitive and complex environment where customer service efficiency, accuracy, and compliance are critical. Customers expect uninterrupted services, prompt resolution of billing disputes, quick handling of device replacements, and smooth plan upgrades. Option B—implementing automated workflows, SLA monitoring, escalation policies, role-based access, and dashboards—is the configuration that best addresses these requirements.

Automated workflows are fundamental for consistently handling service requests. Service outage workflows automatically identify impacted customers, generate notifications, and route incidents to appropriate technical teams for resolution. This ensures prompt action and minimizes downtime, which is crucial for customer satisfaction and retention. Billing inquiry workflows automate validation of account details, invoice generation, and resolution of discrepancies, reducing errors and enabling faster response times. Device replacement workflows streamline verification of device eligibility, initiate shipment, update inventories, and notify customers, ensuring timely replacement and reducing customer frustration. Plan upgrade workflows automatically verify eligibility, process requested changes, adjust billing, and confirm updates with customers, improving operational efficiency and customer experience. Automation ensures accuracy, reduces manual intervention, minimizes operational delays, and increases overall service quality.

Option A, manual handling without SLA monitoring or dashboards, is inefficient and prone to human error. High volumes of service requests and the complexity of telecommunications operations make manual processing impractical. Option C, using spreadsheets, lacks automation, enforceable workflows, and real-time reporting, making it unsuitable for large-scale operations. Option D, providing unrestricted access without workflows, exposes sensitive customer and network data to operational and security risks and violates privacy regulations.

Option B integrates automated workflows, SLA monitoring, escalation policies, role-based access, and dashboards. This configuration ensures timely, accurate, and compliant handling of service outages, billing inquiries, device replacements, and plan upgrades. It maximizes operational efficiency, enhances customer satisfaction, supports regulatory compliance, and reduces risks related to errors, delays, or unauthorized access, making it the best configuration for a global telecommunications company.

Question210

A multinational insurance company wants to implement ServiceNow CSM to manage customer service requests including claims submissions, policy updates, premium inquiries, and coverage verification. They require automated workflows, SLA monitoring, escalations for urgent cases, and dashboards to monitor team performance and recurring issues. Which configuration best supports these requirements?

Answer: B

Explanation:

Insurance companies operate in a highly regulated industry where customer service efficiency, accuracy, and compliance are critical. Customers expect timely claim resolution, accurate policy updates, and reliable coverage verification. Option B—implementing automated workflows, SLA monitoring, escalation policies, role-based access, and dashboards—is the configuration that best addresses these requirements.

Dashboards provide real-time visibility into service request volumes, SLA compliance, escalations, team performance, and recurring issues. Managers can monitor trends in claims submissions, policy updates, or premium inquiries to identify systemic issues, resource gaps, or training needs. Dashboards enable proactive operational decisions, such as reallocating staff to high-demand areas, adjusting workflow priorities, or improving service processes. Visual insights into performance facilitate strategic planning, benchmarking, continuous improvement, and regulatory reporting, ensuring operational excellence and customer satisfaction.

Option A, manual handling without SLA monitoring or dashboards, is inefficient and prone to error, particularly in handling high volumes of claims or policy updates. Option C, using spreadsheets, lacks automation, enforceable workflows, and reporting capabilities, making it unsuitable for complex insurance operations. Option D, unrestricted access without workflows, exposes sensitive customer data to operational, compliance, and security risks and violates privacy regulations.

Option B integrates automated workflows, SLA monitoring, escalation policies, role-based access, and dashboards. This configuration ensures timely, accurate, and compliant handling of claims submissions, policy updates, premium inquiries, and coverage verification. It maximizes operational efficiency, enhances customer satisfaction, ensures regulatory compliance, and mitigates risks related to errors, delays, or unauthorized access, making it the optimal configuration for a multinational insurance company.

ServiceNow CIS-CSM Certified Implementation Specialist — Customer Service Management Exam Dumps and Practice Test Questions Set 14 Q196-210

ServiceNow CIS-CSM Certified Implementation Specialist — Customer Service Management Exam Dumps and Practice Test Questions Set 14 Q196-210

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