CIS-CSM: Certified Implementation Specialist - Customer Service Management

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QuestionQ213

VerifiedCustomer Service Management System Setup and Configuration

An entitlement defines the types of support a customer receives. Entitlements are based on several standard fields, such as product and asset. When Proactive Customer Service Operations is implemented, which additional fields can be used?

Choose two
Explanation

Proactive Customer Service Operations with Event Management uses service-context data to relate CSM records to operational services and infrastructure. Its field mapping includes Business Service and Configuration Item, allowing those records to be used as additional entitlement criteria.

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