Installing the Customer Service Management plugin activates:
What does Major issue Management use to identify all other customers impacted by a major case?
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?
Which of the following are benefits that may be gained from using communities?
Choose 3 answers
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
What is a limitation regarding synchronization between a case and its associated work order?
Read the use case below to determine if the customer service relationship is B2B or B2C.
Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage
is local to the customer and scheduled a technician to Mary’s house.
What is knowledge article versioning?
Information in the Case Field ‘Contact’ is copied to which Incident Field?
Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?
The default configuration automatically closes resolved Cases after how many days?
Entitlements specify the level of service provided to customers.
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :
Match the definitions for roles relationships.
Hot Area:
To which recipient types can targeted communications (publications) be sent? (Choose two.)
In Advanced Work Assignment, what does the overflow assignment capability do, if defined?
What are benefits of me Conversation History feature? (Choose two.)
How many active OpenFrame configurations can you have on an instance?
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 are the types of units used to measure entitlements? (Choose two.)
To which entities can Special Handling Notes be applied out of the box?
Matching rules enhance assignment capability by ____________________.
Which roles are considered external? (Choose two.)
Which type of catalog item may be found in a Service Catalog?
In the Customer Service Management space, what does the term asset management mean?
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
Partner admin (sn_customerservice.partner_admin) contacts have access to:
What features are included with the Customer Service Portal?
Choose 3 answers
What one of the following is optional when creating a Catalog workflow?
Entitlements are counted using two types of units:
Information about a customer’s service contract is found in Knowledge.
What is the purpose of a Catalog Item variable?
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?
Which of the following roles cannot update a consumer’s record?
Which roles can propose a case as a Major Case candidate? (Choose three.)
New case tasks use the following prefix:
How many outbound email accounts are supported in Customer Service Management?
Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)
What is a supported external customer that, in turn, sells to and supports one or more customers?
Which of the following are channels? (Choose two.)
Who can create a customer service case from a community discussion? (Choose two.)
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
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?
What does viewing a customer’s install base enable customer service agents to do? (Choose two.)
Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?
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?
What criteria can be used to determine when a new inbound case should be opened?
In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?
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.)
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance?
Choose 2 answers
Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)
When are any changes to the platform considered a customization?
Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)
What is the purpose of the Guided Decisions capability?
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)
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 is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
The available case types are: (Choose two.)
Which of the following is a required field in the Resolution Information tad in order to close a case?
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
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)
Agents and managers cannot create knowledge articles from Community questions.
What are features of Customer Service Management? (Choose four.)
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 working with case types, what is the lowest level in the case type hierarchy called?
Regarding Account Teams, what is the purpose of marking a role as 'unique'?
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