CIS-CSM: Certified Implementation Specialist - Customer Service Management

By ServiceNow · Question Mode

QuestionQ271

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

Cost information for cases is available as part of the Performance Analytics Content Pack for Customer Service.

Explanation

Case cost information is provided by the separate Performance Analytics - Content Pack - Financial Management for Customer Service plugin (com.snc.pa.fm.csm). The Customer Service Executive dashboard’s Cost Information tab is visible only when that plugin is installed; it includes Total Cost and Cost Per Case indicators.

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