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所在平台: Udemy |
课程主页: https://www.udemy.com/course/servicenow-customer-service-management-implementation-cis-csm/
课程评论：没有评论
课程名称：CSM Rome模拟测试：ServiceNow客户服务管理 课程概述： 本课程专注于为即将参加“ServiceNow CIS-CSM”罗马版增量考试的学员做好准备。该考试旨在认证参与者对罗马发布的新功能及其与现有功能的交互的理解。 考试范围： 课程内容涵盖了以下几个关键领域： 1. 参与方法论与项目规划 2. 项目阶段 3. 客户合作 4. 客户服务管理系统的设置与配置 5. CSM应用概述 6. 在ServiceNow中的CSM设置 7. 客户服务管理集成与其能力 8. 与第三方系统的集成 9. CSM门户、知识管理、服务目录、社区及绩效分析 考试准备： “ServiceNow CIS-CSM”增量考试为非监考的定时考试，包含大约10个问题。考试主要测试以下三个方面的内容： - 新增的功能和特性 - 更新或更改的功能和特性 - 被弃用的功能 考试问题来源于罗马发布说明以及描述该发布产品和功能更新的文档。需要注意的是，本课程不应被视为官方学习或考试材料，仅供参加增量考试的备考练习之用。 问题格式及回答方式： - 单项选择题：每道单项选择题提供至少四个可能的答案，学员需选出最准确的一个答案。 - 多项选择题：每道多项选择题也提供至少四个选项，通常有两个或多个正确答案。学员需选出所有准确的答案，题目会指明需要选择的答案数量。 免责声明：本课程与ServiceNow没有任何关联或背书。ServiceNow®为ServiceNow, Inc.的注册商标，所有其他商标均为各自所有者的财产。
Exam Purpose and AudienceThe 'ServiceNow CIS-CSM' Rome Delta exam certifies that a participant has successfully understood the new features offered in the Rome Release and how these interact with existing functionality.Exam ScopeEngagement Methodology and Project PlanningProject PhasesWorking with ClientsCustomer Service Management System Setup and ConfigurationOverview of CSM ApplicationCSM in ServiceNowCSM SetupCustomer Service Management IntegrationIntegration CapabilitiesIntegration with 3rd. Party SystemsCSM Portal, Knowledge Management, Service Catalogue, Communities and Performance AnalyticsCSM PortalKnowledge ManagementService CatalogueCommunities and Performance AnalyticsExam Preparation'ServiceNow CIS-CSM' Delta exam is a non-proctored, timed exam consisting of approximately 10 questions. The Delta exam is designed to test on the specific topic area of the certification in three main areas:New features and functionalityUpdated or changed features and functionalityDeprecated featuresSource MaterialsDelta exam questions are based on the Rome Release Notes and product documentation that describe the updates to this release's products and features.This course should not be considered an official study or exam material and should only be used to practice for the Delta exam.Question Formats and ResponsesMultiple Choice (single answer):For each multiple-choice question on the exam, there are at least four possible responses. You should review the response options and select the one response that most accurately answers the question.Multiple Select (select all that apply):There are at least four possible responses for each multiple-select question on the exam, with two or more correct responses. You should review the response options and select ALL responses that accurately answer the question. The question will state how many responses should be chosen._____Disclaimer: This course is not affiliated with or endorsed by ServiceNow. ServiceNow® is a registered trademark of ServiceNow, Inc. All other trademarks are the property of their respective owners.
