Using the out-of-the-box major issue management process flow, a consumer service agent proposes an existing case in the Open state as a major case candidate. The major case candidate has a consumer defined and is approved by the customer service manager What happens to the major case candidate?
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
Which roles are responsible for maintaining account team membership? (Choose two.)
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
Options are :
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?
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.)
After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?
On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.
What is required to enable the Follow the sun field on the Customer Service Case form?
What attribute/field is employed to construct the hierarchy of Install Base Items in a system?
When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?
What does viewing a customer’s install base enable customer service agents to do? (Choose two.)
Which concept primarily relates to how customer data is used for major case management?
By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)
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?
In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)
From a service provider’s perspective, is the following a product or an asset?
A cable modem model that the service provider sells.
Special Handling Notes can apply to which one of the following based on specific attributes?
What must a system administrator configure to define a different approval workflow for an escalation request?
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?
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.)
What are common types of application record data that are imported during a CSM data migration? (Choose
two.)
What are the three main components that make up Proactive Customer Service Operations?
Choose 3 answers
Which feature allows for the creation and management of product data and relationships within the CSM application?
In the 'Action Status' column on a case list, what does a blue indicator dot mean?
Which of the following are benefits that may be gained from using communities?
Choose 3 answers
In the 'Action Status' column on a case list, what could a blue indicator dot mean?
________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :
Which step in Advanced Work Assignment (AWA) would ensure the work was allocated to the appropriate agent?
What feature does the Product Model and Catalog Items Relationship plugin enable?
What is a supported external customer that, in turn, sells to and supports one or more customers?
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?
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
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :
Which entity denotes the product instance that has been installed or provisioned for a customer?
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?
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 provides easy-to-configure integrations between the Now Platform and third-party Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) tools or platforms?
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?
Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)
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?
What criteria can be used to determine when a new inbound case should be opened?
What are the ways the Customer Portal Locale feature can be used?
Choose 2 answers
Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?
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.)
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
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TESTED 21 Feb 2026
