What is a household entity?
What is the purpose of a Catalog Item variable?
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?
What are the Forum User Types? (Choose three.)
What are the advantages of leading indicators over lagging indicators? (Choose two.)
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
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.)
Which service catalogs are available in the base instance customer portals?
Choose 2 answers
The default configuration automatically closes resolved Cases after how many days?
Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)
What are the ways the Customer Portal Locale feature can be used?
Choose 2 answers
What is a case?
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
Which knowledge records can be configured with User Criteria?
Out-of-the-box. cases are automatically closed after how many days?
When configuring email in Communication Channels, how many outgoing email addresses are supported?
What one of the following is optional when creating a Catalog workflow?
Which entities combined together make up the Service-aware Install Base?
Choose 3 answers
Which roles can propose a case as a Major Case candidate? (Choose three.)
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?
Match the business rule to its function in the Self-Service Portal.
Hot Area:
From what places in SN can an agent create a case? (Choose three.)
Partner admin (sn_customerservice.partner_admin) contacts have access to:
What are the three main components that make up Proactive Customer Service Operations?
Choose 3 answers
Service-aware Install Base consists of which entities? (Choose three.)
Matching rules enhance assignment capability by ____________________.
How are ServiceNow’s out-of-the-box Customer Service Management applications packaged? (Choose two.)
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (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:
What should be emphasized when designing solutions? (Choose three.)
Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?
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 predefined conversations are available for Customer Service Virtual Agent? (Choose two.)
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
What does Major issue Management use to identify all other customers impacted by a major case?
Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?
Which entity represents specific versions of products being sold to and supported for customers?
Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)
When creating or importing assets for CSM, model categories are used to: (Choose three.)
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?
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.)
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?
What does NLU stand for?
Which one is NOT a dependency for the Customer Service Plugin?
What are the conditions that matching rules are based on? (Choose two.)
How many outbound email accounts are supported in Customer Service Management?
What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?
Which social media channels are NOT available out-of-box?
What role does the Engagement Manager play before the Workshop? (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
Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)
What is the purpose of the sidebar feature in CSM Configurable Workspace?
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 of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)
Which roles are considered external? (Choose two.)
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?
What are common types of application record data that are imported during a CSM data migration? (Choose
two.)
What do blue circles in the timeline of a case form represent?
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?
What role can be assigned to employees who are not fulfillers, such as those in sales and services, or do not have other CSM-specific roles, but have a need to create cases on behalf of customers?
What attribute/field is employed to construct the hierarchy of Install Base Items in a system?
Customer Service Trending Topics is a capability that enables companies to use Predictive Intelligence to quickly pinpoint factors driving up case volume and act to mitigate them. Which of the following would be a benefit of using Predictive Intelligence Customer Service Trending Topics?
Which concept primarily relates to how customer data is used for major case management?
User criteria records may be applied to which knowledge items?
What is a limitation regarding synchronization between a case and its associated work order?
In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?
Which feature enables employees to request support for themselves and for external customers?
Match the definitions for roles relationships.
Hot Area:
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?
What is required to enable the Follow the sun field on the Customer Service Case form?
What is required to synchronize fields from a parent to a child case(s)?
Which table does the Account (customer_account) table extend?
Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?
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.)
What feature does the Product Model and Catalog Items Relationship plugin enable?
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