Online Access Free ServiceNow.CIS-CSM.v2025-11-22.q118 Practice Test (Page 19)

When working with communication channels, what inbound email flows are available by default? (Choose two.)

A.Update case using reply

B.Create case from email

C.Create case for asset

D.Create case for product

E.Update case from forward email

What are features of Customer Service Management? (Choose four.)

A.Service Contracts

B.Service Entitlements

C.Skills-based routing

D.Timed Audits

E.Service Prospecting

F.Demand Management

G.Real-time SLAs

Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)

A.Lookup and verify

B.Agent assist

C.Related search

D.Special handing notes

Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)

A.Products

B.Availability

C.Experience

D.Capacity

E.Skills

F.Shifts

When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?

A.Contract

B.Request

C.Order

D.Billing

E.Monitoring

F.FAQ

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