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ServiceNow Certified Implementation Specialist - Customer Service Management Exam

  • Exam Number/Code : CIS-CSM
  • Exam Name : ServiceNow Certified Implementation Specialist - Customer Service Management Exam
  • Questions and Answers : 213 Q&As
  • Update Time: 2019-01-10
  • Price: $ 99.00 $ 39.00

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NEW QUESTION: 1
Which of the following rates represents the lowest investment-grade rating?
A. A-
B. BB
C. BBB-
D. C+
Answer: C

NEW QUESTION: 2
What is the minimum size of the journal when using Distributed Consistency Groups?
A. 20 GB
B. 5 GB
C. 60 GB
D. 40 GB
Answer: D

NEW QUESTION: 3
Clear Caller info field in the system-parameters-features form is being implemented for a call center that is in the medical industry.
Which three options can be set in the field to clear the caller's information from the agent's station lay?
(Choose three.)
A. on-call-release
B. next-Call
C. leave-ACW
D. forced-call
E. leave-AUX
Answer: A,B,C
Explanation:
Explanation/Reference:
Reference Avaya Aura™ Call Center Feature Reference 6.0 page 56

NEW QUESTION: 4
Queuing models are concerned with balancing the cost of waiting in the queue with the:
A. Number of customers in the queue.
B. Average waiting time in the queue.
C. Cost of providing service.
D. Usage rate for the service being rendered.
Answer: C
Explanation:
Queuing (waiting-line) models minimize, for a given rate of arrivals, the sum of (1) the cost of providing service (including facility costs and operating costs) and (2) the cost of idle resources waiting in line. The latter may be a direct cost, if paid employees are waiting, or an opportunity cost in the case of waiting customers. This minimization occurs at the point where the cost of waiting is balanced by the cost of providing service.