Which entity denotes the product instance that has been installed or provisioned for a customer?
The default configuration automatically closes resolved Cases after how many days?
Which feature enables employees to request support for themselves and for external customers?
When creating or importing assets for CSM, model categories are used to: (Choose three.)
Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?
Who can create a customer service case from a community discussion? (Choose two.)
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
Options are :
Which role must B2B and B2C customers obtain, at a MINIMUM, to have access to a ServiceNow instance?
When integrating Customer Service Management with IT Service management what separate action is required for Request Management?
When working with communication channels, what inbound email flows are available by default? (Choose two.)
What must a system administrator configure to define a different approval workflow for an escalation request?
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 feature does the Product Model and Catalog Items Relationship plugin enable?
In the Customer Service Management space, what does the term asset management mean?
What are available matching criteria for case assignment in Customer Service Management?
Choose 3 answers
What allows the implementation of phases and tasks to meet performance goals track progress and measure success?
What is required to enable the Follow the sun field on the Customer Service Case form?
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)
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.)
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.)
How can multiple service catalogs be made available on the Customer Service Portal?
Which of the following are benefits that may be gained from using communities?
Choose 3 answers
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :
Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)
What action should be taken in the event that a product possesses a different set of non-configurable attributes?
And the options are:
Which of the following are correct for parent/child synchronization? (Choose two.)
What is a supported external customer that, in turn, sells to and supports one or more 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?
From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case? (Choose three.)
Viewing a customer’s install base in the CSM Workspaces enables customer service agents to: (Choose two.)
In Advanced Work Assignment, what does the overflow assignment capability do, if defined?
What attribute/field is employed to construct the hierarchy of Install Base Items in a system?
Which of the following child case states would cause parent - child case synchronization to fail?
Choose 3 answers
Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance?
Choose 2 answers
Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?
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
In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?
With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?
Which feature allows for the creation and management of product data and relationships within the CSM application?
Asset classes are defined to allow for logical grouping of assets. There are five asset classes provided to group assets, each Asset class provides unique functionality for that group of Assets in the platform. Which of the following are the asset classes used? (Choose five.)
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
What criteria can be used to determine when a new inbound case should be opened?
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
Out-of-box, which functionality handles state transitioning for case management?
What are the ways the Customer Portal Locale feature can be used?
Choose 2 answers
Which data model should be employed to track a household where a group of consumers share a common address?
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :
In the 'Action Status' column on a case list, what could a blue indicator dot mean?
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TESTED 04 Jul 2025
