Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. Which of the following statements is correct for CIs and assets?
Viewing a customer’s install base in the CSM Workspaces enables customer service agents to: (Choose two.)
Once a major case candidate is approved a major case is created. What then happens to the customer case?
If only one user reports a content for moderation, the content will be hidden.
Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?
How are consumers related to households?
Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)
Out-of-box, which functionality handles state transitioning for case management?
When working with communication channels, what inbound email flows are available by default? (Choose two.)
What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?
What does Major issue Management use to identify all other customers impacted by a major case?
Access to a Knowledge base or Article can be restricted based on a customer’s assets and the product models using which of the following? (Choose two.)
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
Which type of catalog item may be found in a Service Catalog?
Which feature provides easy-to-configure integrations between the Now Platform and third-party Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) tools or platforms?
What action to be taken if the product has no configurable attributes?
From a service provider’s perspective, is the following a product or an asset?
A cable modem model that the service provider sells.
Match the business rule to its function in the Self-Service Portal.
Hot Area:
A customer service agent wants to escalate an account but is unable to use the Escalate Account related link on the Account form. What could be the reasons why the customer service agent is not able to use it? (Choose two.)
Which of the following statements is correct regarding product models in CSM?
Agents and managers cannot create knowledge articles from Community questions.
What functionality is required to automatically close resolved cases if customers do not respond within a specified time?
Which feature enables employees to request support for themselves and for external customers?
What will be the state of a case after a customer rejects the solution proposed by an agent?
What are common types of application record data that are imported during a CSM data migration? (Choose
two.)
Which roles can propose a case as a Major Case candidate? (Choose three.)
Which of the following is a required field in the Resolution Information tad in order to close a case?
Which entity represents specific versions of products being sold to and supported for customers?
What is a limitation regarding synchronization between a case and its associated work order?
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
Entitlements specify the level of service provided to customers.
What action can be performed by a Customer Admin (sn_customerservice.customer_admin) and NOT by a Customer (sn_customerservice.customer) in the Customer Service Portal?
Which social media channels are NOT available out-of-box?
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
Which data model should be employed to track a household where a group of consumers share a common address?
What attribute/field is employed to construct the hierarchy of Install Base Items in a system?
What are the advantages of leading indicators over lagging indicators? (Choose two.)
What should be emphasized when designing solutions? (Choose three.)
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
To which recipient types can targeted communications (publications) be sent? (Choose two.)
Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)
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?
Which service catalogs are available in the base instance customer portals?
Choose 2 answers
What are the types of units used to measure entitlements? (Choose two.)
External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals. What can they approve in relation to cases via the portals?
Which feature sends an email notification containing a list of relevant knowledge articles to the case submitter and watchlist users associated with the case whenever a case is created?
In ServiceNow’s CSM Application, what is an interaction?
What action can be performed by a Partner Admin (sn_customerservice.partner_admin) and NOT by a Partner (sn_customerservice partner) in the Customer Service Portal?
In the 'Action Status' column on a case list, what does a blue indicator dot mean?
What is the purpose of the sidebar feature in CSM Configurable Workspace?
What can a person assigned with the customer role access on the customer service portal by default? (Choose three.)
What should be done if an attribute about an Install Base Item is merely for informational purposes?
The available case types are: (Choose two.)
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
What should be part of the pre-engagement collateral?
From which one of the following can an agent create a CSM Case:
In the Customer Service Management space what defines the term asset?
Who can create a customer service case from a community discussion? (Choose two.)
When are child cases updated from the parent case?
Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance?
Choose 2 answers
Which feature allows for the creation and management of product data and relationships within the CSM application?
What are the types of matching criteria for Customer Service? (Choose four.)
Which concept primarily relates to how customer data is used for major case management?
From a security perspective, scoping brings several benefits: (Choose two.)
Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)
What are the three out-of-the-box playbooks for CSM?
Choose 3 answers
What are benefits of me Conversation History feature? (Choose two.)
Which of the following options can a survey administrator define on an individual survey? (Choose two.)
When are any changes to the platform considered a customization?
What types of escalation templates can be created?
Choose 2 answers
When the virtual agent plugin is installed NLU is activated but is not available for use until what two configurations are completed?
Choose 2 answers
User criteria records may be applied to which knowledge items?
What is the benefit of a phased release approach?
An account is a supported external customer and a contact is a user who is an employee of an account. How many accounts can a contact be associated with?
When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?
How are ServiceNow’s out-of-the-box Customer Service Management applications packaged? (Choose two.)
