Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)
What is the most efficient way to get cases to be dosed automatically after a few days?
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.)
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?
_____________________ 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 the specific type of catalog item called that allows users to create any type of task, such as cases, from the Service Catalog?
Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident. Problem and Change forms. What do you recommend to your customer?
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:
What are common types of application record data that are imported during a CSM data migration? (Choose
two.)
A customer service manager would like to limit the reading and creation of knowledge articles within a specific Knowledge Base to the Customer Support group only. Which features should be used to accomplish this? (Choose two.)
What feature does the Product Model and Catalog Items Relationship plugin enable?
Viewing a customer’s install base in the CSM Workspaces enables customer service agents to: (Choose two.)
What criteria can be used to determine when a new inbound case should be opened?
What is a supported external customer that, in turn, sells to and supports one or more customers?
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
Which role must B2B and B2C customers obtain, at a MINIMUM, to have access to a ServiceNow instance?
The self-registration feature enables new customer contacts to submit registration requests from the customer portal. Which role is responsible for creating the unique registration code for each account?
Who can create a customer service case from a community discussion? (Choose two.)
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?
Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?
After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?
Which feature enables employees to request support for themselves and for external customers?
Why does the implementation team need to deliver core functionality to the customer as quickly as possible?
From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case? (Choose three.)
In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?
For security purposes certain roles cannot be assigned to a group or individual at the same time. Which of me following two roles would be restricted?
ACME corporation wants to use ServiceNow CSM for supporting their customers through Twitter. What CSM entity would you recommend ACME to store the customer’s Twitter profile details?
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
What are the advantages of leading indicators over lagging indicators? (Choose two.)
Which of the following are best practice with regard to data imports? (Choose two.)
What are available matching criteria for case assignment in Customer Service Management?
Choose 3 answers
When working with case types, what is the lowest level in the case type hierarchy called?
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?
Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? (Choose three.)
The CSM application has a feature that can be used to filter records in CSM-related tables which are accessible by users with CSM roles. This feature makes it unnecessary to create business logic for those persona access the data. What is this feature?
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
As an agent you can report a knowledge gap, if you cannot find relevant articles that could help resolve a case. Which action is required to create the knowledge gap?
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
Which of the following best describes how the CSM application uses the Asset table?
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
What action is required to enable agents to create an incident record for a case?
Based on which out-of-box attributes can Special Handling Notes be applied to cases?
Choose 3 answers
Which roles are responsible for maintaining account team membership? (Choose two.)
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
How can multiple service catalogs be made available on the Customer Service Portal?
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?
Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)
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TESTED 30 Apr 2024
