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What does viewing a customer’s install base enable customer service agents to do? (Choose two.)
Which application must be activated to enable customers to check in on-line for future appointments?
On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)
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.)
What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)
When creating or importing assets for CSM, model categories are used to: (Choose three.)
In the 'Action Status' column on a case list, what could a blue indicator dot mean?
Which of the following are true regarding the Community Portal application? (Choose two.)
Now Create provides a prescriptive methodology, leading practices, and accelerators to help with ServiceNow implementations and upgrades How many sequential project phases and exit gates are there in the Now Create Methodology?
Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?
What are the three main components that make up Proactive Customer Service Operations?
Choose 3 answers
Which roles are responsible for maintaining account team membership? (Choose two.)
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.)
Customer service personnel who are allocated the customer service agent (sn_customerservice_agent) role are responsible for which of the following tasks? (Choose four.)
What criteria can be used to determine when a new inbound case should be opened?
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
A contact can submit a self-registration request from the customer portal with a registration code. Which of the following roles can approve the request? (Choose three.)
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)
Which feature enables employees to request support for themselves and for external customers?
_____________________ 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 :
The assignment workbench uses configurable matching criteria to evaluate agents in a selected group and provide an overall ranking. What are the different types of criteria available for the assignment workbench?
Choose 3 answers
How can multiple service catalogs be made available on the Customer Service Portal?
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)
Customer Service Management Administrators can delegate Contact Administration activities to specific contacts within accounts by assigning specific roles to one or more users. Which of the following roles, if assigned, would allow the user to create contacts?
What is a limitation regarding synchronization between a case and its associated work order?
Out-of-box, which functionality handles state transitioning for case management?
What are the advantages of leading indicators over lagging indicators? (Choose two.)
Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)
Which of the following are benefits that may be gained from using communities?
Choose 3 answers
Which of the following best describes how the CSM application uses the Asset table?
From a service provider’s perspective, is the following a product or an asset?
A cable modem model that the service provider sells.
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?
Which ServiceNow products can be integrated out-of-the-box with CSM?
Choose 3 answers
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 of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)
Which of the following are benefits of customer access management? (Choose two.)
How are ServiceNow’s out-of-the-box Customer Service Management applications packaged? (Choose two.)
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
What functionality is required to automatically close resolved cases if customers do not respond within a specified time?
In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?
TESTED 19 May 2024
