CIS-CSM: Certified Implementation Specialist - Customer Service Management

By ServiceNow · Question Mode

QuestionQ161

VerifiedCustomer Service Management Portal, Knowledge Management, Service Catalog, Communities and Performance Analytics

What is the intended purpose of the Guided Decisions capability?

Explanation

Guided Decisions uses contextual decision trees and next-best-action recommendations to dynamically direct agents along an appropriate resolution path for complex cases.

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