CIS-CSM: Certified Implementation Specialist - Customer Service Management

By ServiceNow · Question Mode

QuestionQ45

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

Predictive Intelligence eliminates guesswork to improve triage quality. Which of the following decisions does Predictive Intelligence support?

Choose two
Explanation

For Customer Service Management cases, Predictive Intelligence uses the short description to predict the Category and Priority fields (as well as assignment group). These predictions support categorizing a case and determining its priority; they do not set case state or make escalation decisions.

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