From a service provider’s perspective, is the following a product or an asset?
A cable modem model that the service provider sells.
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
User criteria records may be applied to which knowledge items?
Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
Options are :
Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)
By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
Options are :
Read the use case below to determine if the customer service relationship is B2B or B2C.
Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage
is local to the customer and scheduled a technician to Mary’s house.
What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)
Which of the following are channels? (Choose two.)
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
What is the specific type of catalog item called that allows users to create any type of task, such as cases, from the Service Catalog?
What feature does the Product Model and Catalog Items Relationship plugin enable?
What is the purpose of the Guided Decisions capability?
Which roles are considered external?
Choose 2 answers
What are available matching criteria for case assignment in Customer Service Management?
Choose 3 answers
_____________________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.
Options are :
What is a household entity?
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
Which feature enables employees to request support for themselves and for external customers?
Which of the following roles have permission to create a relationship between a contact and an account? (Choose two.)
To which recipient types can targeted communications (publications) be sent? (Choose two.)
A consumer service agent receives and accepts a case which was created by a consumer. The agent needs and requests more information from the consumer. After receiving the information, the agent proposes a solution that is accepted by the consumer Given this scenario, what is the chronological order of case states used to manage this case?
When working with case types, what is the lowest level in the case type hierarchy called?
Which of the following roles can update a consumer's record? (Choose two.)
In the Customer Service Management space, what does the term asset management mean?
What is KCS (Knowledge Centered Services)?
What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?
In the 'Action Status' column on a case list, what could a blue indicator dot mean?
Viewing a customer’s install base in the CSM Workspaces enables customer service agents to: (Choose two.)
Proactive Customer Service Operations works Event Management to proactively monitor and fix issues affecting customers. It can also trigger case workflow’s and enable organizations to notify customers whose services or products are impacted by an outage or issue. What are the three main components that make up Proactive Customer Service Operations? (Choose three.)
What can a person assigned with the customer role access on the customer service portal by default? (Choose three.)
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
How are ServiceNow’s out-of-the-box Customer Service Management applications packaged? (Choose two.)
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?
Which one is NOT a dependency for the Customer Service Plugin?
Advanced Work Assignment assigns work to agents based on their availability, capacity, and skills. Agent Affinity enhances the Advanced Work Assignment process by adding additional agent details organized by affinity type. Which of these are these affinity types?
Choose 3 answers
Guided decisions is a decision authoring and execution capability that dynamically guides agents to resolve complex cases. Guided decisions consist of decision trees. What is a decision tree?
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.
What do blue circles in the timeline of a case form represent?
Which of the following are true regarding the Community Portal application? (Choose two.)
An Account Relationship is based on a defined account relationship type. Users with the System Administrator role can define two types of relationships:
Choose 2 answers
If the CSM Demo Data Plugin has been installed what are two options either of which will prepare that instance
to be used as part of the release path to production? (Choose two.)
When integrating Customer Service Management with IT Service management what separate action is required for Request Management?
Installing the Customer Service Management plugin activates:
Which roles are considered external? (Choose two.)
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
What are benefits of me Conversation History feature? (Choose two.)
What is a supported external customer that, in turn, sells to and supports one or more customers?
Which knowledge records can be configured with User Criteria?
An entitlement defines the types of support a customer receives. Entitlements are based on a number of standard fields such as product and asset. When Proactive Customer Service Operations is implemented which additional fields could be used?
Choose 2 answers
In the Customer Service Management space what defines the term asset?
What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?
The default configuration automatically closes resolved Cases after how many days?
What is the purpose of a Catalog Item variable?
What are the types of units used to measure entitlements? (Choose two.)
What criteria can be used to determine when a new inbound case should be opened?
Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)
Depending on which CSM workspace you are operating within, certain steps can be applied to configure the form header. Which of the following is correct regarding form headers in the CSM Configurable workspace?
Depending on the CSM application configurations, cases can be assigned to agents manually or by using auto-assignment. Which routing and assignment features leverage matching rules? (Choose two.)
From what places in SN can an agent create a case? (Choose three.)
What’s the purpose of the Deactivate Special Handling Notes Scheduled Job?
What is knowledge article versioning?
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?
With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?
What is a case?
Which step in Advanced Work Assignment (AWA) would ensure the work was allocated to the appropriate agent?