ServiceNow CIS CSM – Customer Service Management

Chart

Pie chart with 4 slices.

Test 1

Question 1:

Skipped

The Customer Support Portal default configuration provides the following channels to interact with customers?

  • Web

    (Correct)

     

  • Social

     

  • Chat

     

  • Email

    (Correct)

     

Question 2:

Skipped

What do blue circles in the timeline of a case form represent?

  • Note

     

  • State

    (Correct)

     

  • Activity

     

  • Comment

     

Question 3:

Skipped

Which one is NOT a dependency for the Customer Service Plugin?

  • Task Activities

     

  • Skills Management

     

  • Openframe

     

  • Communities

    (Correct)

     

Question 4:

Skipped

Best practices for importing quality data are:

Choose 3 answers

  • Test quality of production data early

    (Correct)

     

  • Plan custom solution building for risky data

     

  • Commit resources to ensure clean data

    (Correct)

     

  • Import data on each instance separately

    (Correct)

     

  • Do not consider cleaning data after migration

     

Question 5:

Skipped

After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months

  • Customer Service Historic Data Collection

    (Correct)

     

  • Customer Service Initial Data Collection

     

  • Customer Service Case Data Collection

     

  • Customer Service Daily Data Collection

     

Question 6:

Skipped

What are features of Customer Service Management?

Choose 4 answers

  • Skills-based routing

    (Correct)

     

  • Service Prospecting

    (Correct)

     

  • Real-time SLAs

     

  • Timed Audits

     

  • Demand Management

     

  • Service Entitlements

    (Correct)

     

  • Service Contracts

    (Correct)

     

Explanation

https://docs.servicenow.com/bundle/sandiego-customer-service-management/page/product/customer-service-management/concept/c_CustomerServiceManagement.html

Question 7:

Skipped

Which of the following is a use case for Special Handling Notes?

  • Alerting a Recipient list

     

  • Alerting an agent

    (Correct)

     

  • Publishing release notes

     

  • Alerting a contact

     

Question 8:

Skipped

What is the primary output from the Requirements Gathering workshop?

  • Stories

    (Correct)

     

  • Personas

     

  • Schedules

     

  • Use Cases

     

Question 9:

Skipped

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 a knowledge gap?

  • Use Related Links on the case form to report a knowledge gap

    (Correct)

     

  • Document the knowledge gap in the case work notes and escalate the case

     

  • Use the Create Knowledge button on the case form to report a knowledge gap

     

  • Post a question in one of the various Customer Service Management knowledge bases

     

Question 10:

Skipped

What do the Product Support Complaints and Onboarding case playbooks have in common?

  • Activation is done via plugins by a system administrator

    (Correct)

     

  • The are built on the CSM data model and case management features

     

  • The solutions are shipped with the Playbooks for CSM SKU

     

  • The become available when activating the Playbooks Automation application

     

Question 11:

Skipped

Upon self-registration through the Consumer Service Portal, a record is created in:

Choose 2 answers

  • Consumer (csm_consumer)

    (Correct)

     

  • CSM User (csm_user)

     

  • Contact (customer_contact)

     

  • Consumer User (csm_consumer_user)

    (Correct)

     

Question 12:

Skipped

What is required to enable the Follow the sun field on the Customer Service Case form?

  • The plugin ‘com.snc.csm_time_recording’ needs to be activated

     

  • The value property on the form must be set to true

     

  • The value property on the form must be set to true and the field added to the case form

    (Correct)

     

  • Nothing, it’s a standard field

     

Question 13:

Skipped

What types of ITSM entities (records) can be related to a case when activating the Customer Service with Service Management plugin?

  • Incident, Problem, Change

     

  • Incident, Problem, Change, Request

    (Correct)

     

  • Incident, Problem, Change, Release, Request

     

  • Incident, Problem, Change, Release

     

Explanation

https://docs.servicenow.com/bundle/quebec-customer-service-management/page/product/customer-service-management/concept/csm-integration-service-management.html

Question 14:

Skipped

Which Communities personas can create a case from a community discussion?

Choose 2 answers

  • Community moderator

    (Correct)

     

  • Forum administrator

     

  • Forum moderator

     

  • Community user

     

  • Community administrator

    (Correct)

     

Question 15:

Skipped

What module is used to create Case Record Producers?

  • Case Record Producers

     

  • Maintain Records

     

  • Record Producers

    (Correct)

     

  • Edit Records

     

Question 16:

Skipped

Starting from the Paris release, Social Q&A is being deprecated. What should ServiceNow customers do to migrate Social Q&A content to Communities?

  • Run the module Migrate Social QA to Community

     

  • Run the processor Migrate Social QA to Community

     

  • Run the fix script Migrate Social QA to Community

    (Correct)

     

  • Run the scheduled job Migrate Social QA to Community

     

Question 17:

Skipped

New case tasks use the following prefix:

  • CSMTASK prefix

     

  • CSTASK prefix

    (Correct)

     

  • No specific task prefix, just existing Task prefix

     

  • CASETASK prefix

     

Question 18:

Skipped

Which of the following is NOT a Recipient List?

  • Contact

     

  • Account

     

  • Product

    (Correct)

     

  • Consumer

     

Question 19:

Skipped

To which recipientes can targeted communications (publications) be sent?

  • Contacts

     

  • Contacts and internal users

    (Correct)

     

  • Internal users

     

  • Proxy contacts

     

Question 20:

Skipped

Which table must be extended when creating a new case type?

  • Task (task)

     

  • Case Task (sn_customerservice_case_task)

     

  • Case Type (sn_case_type)

     

  • Case (sn_customerservice_case

    (Correct)

     

Question 21:

Skipped

What module is used to create new Catalog items?

  • Maintain Items

    (Correct)

     

  • Create Items

     

  • Edit Items

     

  • Catalog Items

     

Question 22:

Skipped

During which Now Create stage are workshops conducted?

  • Initiate

     

  • Close

     

  • Execute

     

  • Deliver

     

  • Plan

    (Correct)

     

Question 23:

Skipped

When the Customer Service with Service Portfolio Management integration is activated, which entities can be associated to Service Oferings?

Choose 2 answers

  • Install Base Items

     

  • Product Models

    (Correct)

     

  • Installed Products

     

  • Sold Products

    (Correct)

     

Question 24:

Skipped

Viewing a customer’s install base in Agent Workspace enables customer service agents to:

Choose 2 answers:

  • View sold install products

     

  • Monitor performance of install base items

     

  • Quickly identify the support customer requires

    (Correct)

     

  • Identify opportunities for adoption and upsell

    (Correct)

     

Question 25:

Skipped

What is the benefit of phased release approach?

  • Team members schedules are able to synchronize

     

  • More time to develop stories

     

  • Delivery of core functionality quickly

    (Correct)

     

  • Working across multiple systems of records

     

Question 26:

Skipped

What type of external business applications often need a process integration with the CSM applications?

Choose 3 answers

  • Enterprise Resource Planning (ERP)

    (Correct)

     

  • Enterprise Content Management (ECM

     

  • Customer Relationship Management

     

  • Business Continuity Planning (BCP)

    (Correct)

     

  • Software Development Lifecycle (SDLC)

     

Question 27:

Skipped

On the Customer Service Portal, which personas can see work orders from their company hierarchy?

Choose 2 answers

  • Partner contact

     

  • Customer admin

    (Correct)

     

  • Customer case admin

     

  • Partner admin

    (Correct)

     

Explanation

Roles to view the work orders in the portal:

https://docs.servicenow.com/bundle/paris-field-service-management/page/product/field-service-management/task/view-wot-details-csm-portal.html

 

Roles and responsibilities:

https://docs.servicenow.com/bundle/sandiego-customer-service-management/page/product/customer-service-management/reference/r_RolesInstalledWithCustomerService.html

Question 28:

Skipped

Which role must B2B and B2C customers obtain, at a MINIMUM, to have access to a ServiceNow instance?

  • External (snc_external

    (Correct)

     

  • Account Contact (sn_customerservice.account_contact)

     

  • Case Creator (sn_customerservice.case_creator)

     

  • Customer (sn_customerservice.customer

     

Question 29:

Skipped

When are child cases updated from the parent case?

  • Clicking on the Child Sync UI

     

  • Scheduled job

     

  • Automatically upon update of parent

    (Correct)

     

  • When the Sync scheduled jobs run

     

Explanation

https://docs.servicenow.com/bundle/paris-customer-service-management/page/product/customer-service-management/concept/major-issue-management.html

Question 30:

Skipped

Which of these tables are included with the case and account escalation feature?

  • Escalation Watchlist (sn_customerservice_escalation_watchlist)

     

  • Escalation Reason (sn_customerservice_escalation_reason

     

  • Escalation Color (sn_customerservice_escalation_color)

     

  • Escalation Severities (sn_customerservice_escalation_severity)

    (Correct)

     

Explanation

https://docs.servicenow.com/bundle/rome-customer-service-management/page/product/customer-service-management/reference/case-escalation-components.html

Question 31:

Skipped

What is the most efficient way to get cases to be closed automatically after a few days?

  • Activate the Auto Close Resolved Cases flow

    (Correct)

     

  • Create a workflow associated with cases with a timer that changes the state after a few days

     

  • Set the property glide.auto.close.cases.resolved to true

     

  • Create a Scheduled job that looks at the resolved_at date

     

Question 32:

Skipped

Which criteria does Advanced Work Assignment use to assign work items to agents?

Choose 3 answers

  • Capacity

    (Correct)

     

  • Skills

    (Correct)

     

  • Availability

    (Correct)

     

  • Location

     

  • Experience

     

Question 33:

Skipped

Installing the Customer Service Management plugin activates:

  • Only one other plugin – Field Service Management Plugin

     

  • Many other plugins at the same time

    (Correct)

     

  • No other Plugins

     

  • Only two other plugins – Portal and Case Management

     

Question 34:

Skipped

What do blue circles in the timeline of a case form represent?

  • Triggered SLAs

     

  • Activity updates

     

  • Customer comments

     

  • State Changes

    (Correct)

     

Question 35:

Skipped

Installing the Customer Service Management plugin activates:

  • Only one other plugin – Field Service Management Plugin

     

  • Many other plugins at the same time

    (Correct)

     

  • No other Plugins

     

  • Only two other plugins – Portal and Case Management

     

Question 36:

Skipped

Customer Service Agents (sn_customerservice_agent) are responsible for which tasks?

Choose 4 answers

  • Assists consumers with issues

     

  • Approves customer contacts

     

  • Assist customers with questions, issues and problems

    (Correct)

     

  • Escalate cases

    (Correct)

     

  • Propose major cases

    (Correct)

     

  • Create, view, edit, and work on cases

    (Correct)

     

Question 37:

Skipped

New case tasks use the following prefix:

  • No specific task prefix, just existing Task prefix

     

  • CASETASK prefix

     

  • CSMTASK prefix

     

  • CSTASK prefix

    (Correct)

     

Question 38:

Skipped

Which of these tables are included with the case and account escalation feature?

  • Escalation Color (sn_customerservice_escalation_color)

     

  • Escalation Watchlist (sn_customerservice_escalation_watchlist)

     

  • Escalation Reason (sn_customerservice_escalation_reason)

     

  • Escalation Severities (sn_customerservice_escalation_severity)

    (Correct)

     

Question 39:

Skipped

What is used by Major Issue Management to create child cases for a major case?

  • Account lists

     

  • Customer Product lists

     

  • Notify lists

     

  • Recipient lists

    (Correct)

     

Question 40:

Skipped

To which recipient types can targeted communications (publications) be sent? Choose 2 answers:

  • Households

     

  • Internal users

    (Correct)

     

  • Contacts

    (Correct)

     

  • Outsourced Service Providers

     

Question 41:

Skipped

What is the most efficient way to get cases to be closed automatically after a few days?

  • Set the property glide.auto.close.cases.resolved to true

     

  • Activate the Auto Close Resolved Cases flow

    (Correct)

     

  • Create a workflow associated with cases with a timer that changes the state after a few days

     

  • Create a Scheduled job that looks at the resolved_at date

     

Question 42:

Skipped

What do blue circles in the timeline of a case form represent?

  • Customer comments

     

  • Activity updates

     

  • Triggered SLAs

     

  • State Changes

    (Correct)

     

Question 43:

Skipped

When working with communication channels, what inbound email flows are available by default?

Choose 2 answers:

  • Create case from email

    (Correct)

     

  • Create case for product

     

  • Update case using reply

    (Correct)

     

  • Create case for asset

     

  • Update case form forward email

     

Question 44:

Skipped

Which services does a Customer (sn_customerservice.customer) has access to?

Choose 2 answers

  • Can view assets belonging to their account

    (Correct)

     

  • Can edit information or roles for existing contacts

     

  • Can assign Customer Case Manager Role

     

  • Can research questions, issues, or problems and create, view and edit cases for only their own accounts

    (Correct)

     

Question 45:

Skipped

The default configuration automatically closes resolved Cases after how many days?

  • 10 days

     

  • Cases are not automatically closed by default

    (Correct)

     

  • 3 days

     

  • 5 days

     

Explanation

https://docs.servicenow.com/bundle/quebec-customer-service-management/page/product/customer-service-management/concept/auto-close-customer-service-case.html

Question 46:

Skipped

Who can propose a Major Case?

Choose 3 answers

  • Customer service manager (sn_customerservice_manager

    (Correct)

     

  • Customer case manager (sn_customerservice.customer_case_manager)

     

  • Customer service agent (sn_customerservice_agent)

    (Correct)

     

  • Major issue manager (sn_majorissue_mgt.major_issue_manager)

    (Correct)

     

  • Proxy contact (sn_customerservice.proxy_contact)

     

Question 47:

Skipped

Which roles can specify both skills and mandatory skills for cases and tasks?

Choose 2 answers

  • Customer service manager (sn_customerservice_manager)

    (Correct)

     

  • Customer administrator (sn_customerservice.customer_admin)

     

  • Customer service agent (sn_customerservice_agent)

    (Correct)

     

  • Partner(sn_customerservice.partner)

     

Question 48:

Skipped

Which predefined conversations are available for Customer Service Virtual Agent?

Choose 2 answers:

  • Get Help with an Order

    (Correct)

     

  • Check Case Status

    (Correct)

     

  • Close Case

     

  • Get Help with an Asset

     

  • Create Contact

     

Question 49:

Skipped

Upon self-registration through the Consumer Service Portal, a record is created in:

Choose 2 answers

  • CSM User (csm_user)

     

  • Contact (customer_contact)

     

  • Consumer User (csm_consumer_user)

    (Correct)

     

  • Consumer (csm_consumer)

    (Correct)

     

Question 50:

Skipped

Users with the sn_customerservice.proxy_contact role can do which of the following?

(Choose two)

  • Manage cases on behalf of customer service agents

     

  • Create cases on behalf of customers

    (Correct)

     

  • Manage requests on behalf of customer service agents

     

  • Create requests on behalf of customers

    (Correct)

     

  • Manage major incident communication on behalf of a customer service manager

     

Explanation

https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-serv ice-management/concept/employee-create-case-for-customer.html

Question 51:

Skipped

What one of the following is optional when creating a Catalog workflow?

  • Publishing the workflow

     

  • Defining workflow activities

    (Correct)

     

  • Approving the workflow

     

  • Managing workflow versions

     

Explanation

https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/workflow- administration/task/t_CrtWkflwNewSvcCtlgItm.html

Question 52:

Skipped

What module is used to create Case Record Producers?

  • Case Record Producers

     

  • Edit Records

     

  • Record Producers

    (Correct)

     

  • Maintain Records

     

Question 53:

Skipped

Which social media channels are NOT available out-of-box?

  • Facebook

     

  • Twitter

     

  • LinkedIn

    (Correct)

     

  • All of the above

     

  • None of the above

     

Explanation

https://community.servicenow.com/community?id=community_question&sys_id=ca23f74edb92ac10fa192183ca96191d

Question 54:

Skipped

How many outbound email accounts are supported in Customer Service Management?

  • One

    (Correct)

     

  • Unlimited

     

  • Two

     

  • One per business service

     

Explanation

https://community.servicenow.com/community?id=community_question&sys_id=8c8a948f1bc3cc50ada2 43f6fe4bcba4

Question 55:

Skipped

Which of the following are true regarding the Community Portal application?

(Choose two)

  • It is available to any customer with a Community license

    (Correct)

     

  • It is available by default with the Support and Service portals

     

  • It is only available to CSM license holders

    (Correct)

     

  • Most of the configuration does not require System Administrator role

     

Question 56:

Skipped

What is required to enable the Follow the sun field on the Customer Service Case form?

  • Nothing, it is a standard field

     

  • The value property on the form must be set to true

     

  • The plugin ‘com.snc.csm_time_recording’ needs to be activated

     

  • The value property on the form must be set to true and the field added to the case form

    (Correct)

     

Explanation

https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-serv ice-management/reference/r_CustomerServiceCaseForm.html

Question 57:

Skipped

In the Customer Service Management space, what does the term asset management mean?

  • Financial, contractual and inventory information of assets

    (Correct)

     

  • A set of business activities and processes used to track assets

     

  • Tables in the Asset application

     

  • Tracking products or services customers are using

     

Explanation

https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/asset- management/concept/c_AssetManagement.html

Question 58:

Skipped

Major Issue Management uses which one of the following capabilities?

  • Governance Risk and Control

     

  • Targeted Communications

    (Correct)

     

  • Asset management

     

  • Record producers

     

Explanation

https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-serv ice-management/concept/major-issue-management.html

Question 59:

Skipped

Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline?

(Choose three)

  • Manage requests

     

  • Execute assigned tasks

    (Correct)

     

  • Close work orders

    (Correct)

     

  • Manage cases

     

  • Manage assets

    (Correct)

     

Explanation

When your mobile device is offline, you can execute assigned tasks at the task location, manage assets, track the time stamp of updated tasks, and close work orders and work order tasks. The data for tasks performed offline is stored in the device cache and synchronized when the device goes online.

 

https://docs.servicenow.com/bundle/madrid-field-service-management/page/product/field-service-management/concept/mobile-experience-fsm.html

Question 60:

Skipped

What are common types of application record data that are imported during a CSM data migration?

(Choose two)

  • Knowledge Article

     

  • Accounts

    (Correct)

     

  • Chat

     

  • Case

    (Correct)

     

Test 2

Chart

Pie chart with 4 slices.
Question 1:

Skipped

Agent Workspace has the following features:

Choose two answers:

  • Real-time handling of calls and chats via an Interaction Management System

    (Correct)

     

  • Mini-report building capabilities with Agent specific configuration

     

  • A Multi-tab interface for agents to effectively manage multiple cases or incidents

    (Correct)

     

  • Task resolution assistance via Live Feed and Visual Task boards

     

Question 2:

Skipped

Installing the Customer Service Management plugin activates:

  • No other Plugins

     

  • Many other plugins at the same time

    (Correct)

     

  • Only two other plugins – Portal and Case Management

     

  • Only one other plugin – Field Service Management Plugin

     

Question 3:

Skipped

Customer service agents can use Agent Assist to search for information from an interaction. By DEFAULT, what are the available search sources?

Choose 3 answers

  • Consumer service portal

     

  • Customer service portal

     

  • Communities

    (Correct)

     

  • Knowledge articles

    (Correct)

     

  • Service catalog

    (Correct)

     

Question 4:

Skipped

Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline?

Choose 3 answers

  • Manage requests

     

  • Execute assigned tasks

    (Correct)

     

  • Manage cases

     

  • Close work orders

    (Correct)

     

  • Manage assets

    (Correct)

     

Question 5:

Skipped

What allows the implementation of phases and tasks to meet performance goals, track progress, and measure success?

  • Service Level Agreement Tasks

     

  • Continual Improvement Management

    (Correct)

     

  • Scheduled Reporting

     

  • Performance Analytics Sportlight

     

Question 6:

Skipped

What is used by Major Issue Management to create child cases for a major case?

  • Recipient lists

    (Correct)

     

  • Account lists

     

  • Customer Product lists

     

  • Notify lists

     

Question 7:

Skipped

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?

  • Can resolve cases reported by themselves

     

  • Can create and update contacts for their accounts

    (Correct)

     

  • Can view assests belonging to their account

     

  • Can create, view, and edit cases for their account

     

Question 8:

Skipped

Which routing and assignment features leverage matching rules?

Choose 2 answers

  • State Flows

     

  • Assignment Rules

     

  • Assignment Workbench

    (Correct)

     

  • Advanced Work Assignment

    (Correct)

     

Question 9:

Skipped

Entitlements are counted using two types of units:

  • Days and assets

     

  • Cases and products

     

  • Hours and cases

    (Correct)

     

  • SLA and contracts

     

Explanation

https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_ContractsAndEntitlements.html

Question 10:

Skipped

What allows the implementation of phases and tasks to meet performance goals, track progress, and measure success?

  • Continual Improvement Management

    (Correct)

     

  • Performance Analytics Sportlight

     

  • Scheduled Reporting

     

  • Service Level Agreement Tasks

     

Question 11:

Skipped

What is the primary output from the Requirements Gathering workshop?

  • Use Cases

     

  • Personas

     

  • Schedules

     

  • Stories

    (Correct)

     

Question 12:

Skipped

Which roles are considered external?

Choose 2 answers

  • Consumer Support Agent (sn_customerservice.consumer_agent)

     

  • Customer Service Agent (sn_customerservice_agent)

     

  • Customer Admin (sn_customerservice.customer_admin)

    (Correct)

     

  • Partner Admin (sn_customerservice.partner_admin)

    (Correct)

     

Question 13:

Skipped

Which of the following is true regarding creating a Work Notes List?

  • Work Notes can be sent repeatedly to every person in the Work Notes List

     

  • Only internal users can be chosen

    (Correct)

     

  • It makes Work Notes visible on the portal

     

  • Emails of internal users cannot be added

     

Explanation

https://docs.servicenow.com/bundle/paris-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseForm.html

Question 14:

Skipped

Customer Service Agents (sn_customerservice_agent) are responsible for which tasks?

Choose 4 answers

  • Create, view, edit, and work on cases

    (Correct)

     

  • Approves customer contacts

     

  • Propose major cases

    (Correct)

     

  • Escalate cases

    (Correct)

     

  • Assist customers with questions, issues and problems

    (Correct)

     

  • Assists consumers with issues

     

Question 15:

Skipped

Which services does a Customer (sn_customerservice.customer) has access to?

Choose 2 answers

  • Can research questions, issues, or problems and create, view and edit cases for only their own accounts

    (Correct)

     

  • Can assign Customer Case Manager Role

     

  • Can view assets belonging to their account

    (Correct)

     

  • Can edit information or roles for existing contacts

     

Question 16:

Skipped

What do the Product Support Complaints and Onboarding case playbooks have in common?

  • Activation is done via plugins by a system administrator

    (Correct)

     

  • The solutions are shipped with the Playbooks for CSM SKU

     

  • The become available when activating the Playbooks Automation application

     

  • The are built on the CSM data model and case management features

     

Question 17:

Skipped

When creating a knowledge article from a case with the KCS (Knowledge-Centered Services), what creates the mapping between the case and the knowledge article tables?

  • The ‘CSM to KB Article’ Transform Map

     

  • The ‘Create KCS Article’ Business Rule

     

  • The ‘CSM Table Map’ (csm_table_map) table

    (Correct)

     

  • The ‘KCSCaseMapping’ Script Include

     

Question 18:

Skipped

After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?

  • Customer Service Daily Data Collection

     

  • Customer Service Case Data Collection

     

  • Customer Service Historic Data Collection

    (Correct)

     

  • Customer Service Initial Data Collection

     

Question 19:

Skipped

During which Now Create stage are workshops conducted?

  • Initiate

     

  • Deliver

     

  • Close

     

  • Plan

    (Correct)

     

  • Execute

     

Question 20:

Skipped

What are some benefits that Knowledge Product Entitlement provides?

Choose 3 answers

  • Information about customer’s service contract

     

  • Reduce call volume

    (Correct)

     

  • Focused product marketing

     

  • Makes it easier for agents to manage case volume

    (Correct)

     

  • Allows access to knowledge articles that are related to products owned by a customer

    (Correct)

     

Question 21:

Skipped

Customer service agents can use Agent Assist to search for information from an interaction. By DEFAULT, what are the available search sources?

  • Knowledge articles

    (Correct)

     

  • Service catalog

    (Correct)

     

  • Communities

    (Correct)

     

  • Consumer service portal

     

  • Customer service portal

     

Question 22:

Skipped

Parent Child Synchronization allows for:

  • Enabling the Customer Service agent to create cases so that all the children cases can be managed by managing the parent case

    (Correct)

     

  • Child cases to be separate from Parent cases and will not be synchronized automatically.

     

  • Synchronization of all child cases as well as children of child cases on all levels

     

  • Parent cases to automatically generate child cases when all fields are filled out thus, synchronized auto-population

     

Question 23:

Skipped

What is the name of the scheduled job that sets Special Handling Notes to Expired?

  • Deactivate

     

  • Check Expired Special Handling Notes

     

  • Stop Expired Special Handling Notes

     

  • Deactivate special Handling Notes

    (Correct)

     

Question 24:

Skipped

Which feature sends an email notification containing a list of relevant knowledge articles to the case submitter and watchlist users associated with the case, whenever a case is created?

  • Self-Service Analytics

     

  • Proactive Customer Service Operations

     

  • Trending Topics

     

  • Auto-Responder

    (Correct)

     

Question 25:

Skipped

Which roles are considered external?

Choose 2 answers

  • Customer Service Agent (sn_customerservice_agent)

     

  • Partner Admin (sn_customerservice.partner_admin)

    (Correct)

     

  • Customer Admin (sn_customerservice.customer_admin)

    (Correct)

     

  • Consumer Support Agent (sn_customerservice.consumer_agent)

     

Question 26:

Skipped

Which of the following is a required field in the Resolution information tab in order to close a case?

  • Closed by

     

  • Resolution notes

    (Correct)

     

  • Cause

     

  • Closed

     

Question 27:

Skipped

What benefits does scoping an application bring? Choose 3 answers

  • CSM application data and business logic is protected from changes by other applications

    (Correct)

     

  • Account records can be changed only while in the CSM scope

     

  • Changes in different scopes can be addressed in a single update set

     

  • CSM teams can move their desired pace, independent of IT

    (Correct)

     

  • Provides and additional layer of control over CSM

    (Correct)

     

Question 28:

Skipped

Which roles can specify both skills and mandatory skills for cases and tasks?

Choose 2 answers

  • Partner(sn_customerservice.partner)

     

  • Customer service manager (sn_customerservice_manager)

    (Correct)

     

  • Customer administrator (sn_customerservice.customer_admin)

     

  • Customer service agent (sn_customerservice_agent)

    (Correct)

     

Question 29:

Skipped

What are the recommended guidelines for a customer during the scoping of data migration for a CSM project?

Choose 3 answers

  • Ensure the Statement of Work is specific in both details and scope

    (Correct)

     

  • The need for historic data does not mean it has to be in ServiceNow

    (Correct)

     

  • Recommended only current data for phase

    (Correct)

     

  • Migration is preferred over integration

     

  • Current data ready to be migrated may only contain values not to be stored into custom created fields

     

  • Custom integrations should not be considered for phase

     

Question 30:

Skipped

Which role is required to approve new customer contacts that self register on the Customer Service Portal?

  • Customer case manager (sn_customerservice.customer_case_manager)

     

  • Customer service manager (sn_customerservice_manager)

     

  • Customer service administrator (sn_customerservice.admin)

     

  • Customer administrator (sn_customerservice.customer

    (Correct)

     

Question 31:

Skipped

Service-aware Install Base consists of which entities?

Choose 3 answers:

  • Installed Products

    (Correct)

     

  • Configuration Items

     

  • Sold Products

    (Correct)

     

  • Assets

     

  • Install Base Items

    (Correct)

     

Question 32:

Skipped

Which of these is a CSM topic out-of-the-box for Virtual Agent?

  • Access Knowledge

     

  • Create an Order

     

  • Create Contacts

     

  • Help with an Order

    (Correct)

     

Question 33:

Skipped

The default configuration automatically closes resolved Cases after how many days?

  • 10 days

     

  • 5 days

     

  • Cases are not automatically closed by default

    (Correct)

     

  • 3 days

     

Explanation

https://docs.servicenow.com/bundle/quebec-customer-service-management/page/product/customer-service-management/concept/auto-close-customer-service-case.html

Question 34:

Skipped

What is a limitation regarding synchronization between a case and its associated work order?

  • Updates on a case or work order will only synchronize after the work order is approved

     

  • The data copied over to the Work Order form when creating a work order from a case, cannot be configured or customized

     

  • When creating a work order from a case, only the Account field on the work order form is filled in but not the Company field

     

  • If information changes on the Case form, it is not updated on the Work Order form

    (Correct)

     

Question 35:

Skipped

With contributor user roles, companies can engage what types of users?

  • External users only

     

  • Internal users, external users, and outsourced service providers

     

  • Internal users only

     

  • Internal and external users

    (Correct)

     

Question 36:

Skipped

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 a knowledge gap?

  • Document the knowledge gap in the case work notes and escalate the case

     

  • Post a question in one of the various Customer Service Management knowledge bases

     

  • Use the Create Knowledge button on the case form to report a knowledge gap

     

  • Use Related Links on the case form to report a knowledge gap

    (Correct)

     

Question 37:

Skipped

What are some of the benefits of the CSM Mobile Application? Choose 3 answers:

  • Enable customers to create cases via mobile app

    (Correct)

     

  • Enable agents to update cases on a mobile device

    (Correct)

     

  • Enable agents to track important case updates with native mobile experience

    (Correct)

     

  • Faster resolution of issues and faster response to inquiries

     

Explanation

https://docs.servicenow.com/bundle/paris-customer-service-management/page/product/customer-service-management/concept/customer-service-mobile-interface.html

Question 38:

Skipped

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 2 answers

  • Whitelist all other groups from the Knowledge Base

     

  • Hide the Knowledge Base from the Knowledge Base Portal

     

  • Can Read user criteria

    (Correct)

     

  • Cannot Contribute user criteria

    (Correct)

     

Question 39:

Skipped

What benefits does scoping an application bring?

Choose 3 answers

  • CSM teams can move their desired pace, independent of IT

    (Correct)

     

  • Provides and additional layer of control over CSM

    (Correct)

     

  • CSM application data and business logic is protected from changes by other applications

    (Correct)

     

  • Account records can be changed only while in the CSM scope

     

  • Changes in different scopes can be addressed in a single update set

     

Question 40:

Skipped

From what places in SN can an agent create a case?

(Choose three)

  • Customer Service Application

    (Correct)

     

  • Account

    (Correct)

     

  • Chat

     

  • Contact

    (Correct)

     

Explanation

https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-serv ice-management/reference/r_CustomerServiceCaseForm.html

Question 41:

Skipped

What are some of the benefits of the CSM Mobile Application?

Choose 3 answers:

  • Faster implementation of CSM application solutions

     

  • Enable agents to update cases on a mobile device

    (Correct)

     

  • Enable customers to create cases via mobile app

    (Correct)

     

  • Enable agents to track important case updates with native mobile experience

    (Correct)

     

  • Faster resolution of issues and faster response to inquiries

     

Question 42:

Skipped

A customer service agent creates which record from the case form to have work performed at the customers’ premises:

  • Case Task

     

  • Work Order

    (Correct)

     

  • Work Order Task

     

  • Incident

     

Question 43:

Skipped

What do blue circles in the timeline of a case form represent?

  • Customer comments

     

  • State Changes

    (Correct)

     

  • Triggered SLAs

     

  • Activity updates

     

Question 44:

Skipped

Which case field allows to associate a change request with a case?

  • Requested Change

     

  • Fixed by Change

     

  • Caused by Change

    (Correct)

     

  • Planned Change

     

Question 45:

Skipped

What is the purpose of a Catalog Item variable?

  • Guides a customer by providing hints on a case form

     

  • Opens a wizard to help a customer fill in a case form

     

  • Allows the customer or consumer to qualify their answer

    (Correct)

     

  • Grants the customer the opportunity to ask a question

     

Question 46:

Skipped

Which table must be extended when creating a new case type?

  • Case Task (sn_customerservice_case_task)

     

  • Case (sn_customerservice_case)

    (Correct)

     

  • Case Type (sn_case_type)

     

  • Task (task)

     

Question 47:

Skipped

When implementing Knowledge Product Entitlements, what is enabled when activating the <q>Enable access control of Knowledge Articles</q> system property?

  • Allows access to multi-product line knowledge articles

     

  • Allows access to knowledge articles based on customer’s security access

     

  • Allows access to knowledge articles that are related to entitlements owned by a customer

    (Correct)

     

  • Allows access to knowledge articles that are related to products owned by a customer

     

Question 48:

Skipped

When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?

  • Allows access to knowledge articles based on customer’s security access

     

  • Allows access to multi-product line knowledge articles

     

  • Allows access to knowledge articles that are related to entitlements owned by a customer

    (Correct)

     

  • Allows access to knowledge articles that are related to products owned by a customer

     

Explanation

https://docs.servicenow.com/bundle/paris-customer-service-management/page/product/customer-service-management/concept/c_KnowledgeProductEntitlements.html

 

Limit access on the Customer Service Portal to the following:

The knowledge bases and articles for the products that a customer’s company has purchased.

The knowledge bases and articles for which a customer’s company has entitlements.

Question 49:

Skipped

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?

  • Consumer

     

  • Personnel File

     

  • Social Profile

    (Correct)

     

  • Account

     

  • Not supported

     

Explanation

https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-serv ice-management/task/create-social-profile.html

Question 50:

Skipped

On the Customer Service Portal, which personas can see work orders from their company hierarchy?

Choose 2 answers

  • Partner contact

     

  • Customer admin

    (Correct)

     

  • Customer case admin

    (Correct)

     

  • Partner admin

     

Question 51:

Skipped

Agent Workspace has the following features:

Choose 2 answers:

  • Mini-report building capabilities with Agent specific configuration

     

  • Task resolution assistance via Live Feed and Visual Task boards

     

  • A Multi-tab interface for agents to effectively manage multiple cases or incidents

    (Correct)

     

  • Real-time handling of calls and chats via an Interaction Management System

    (Correct)

     

Question 52:

Skipped

What is the benefit of phased release approach?

  • More time to develop stories

     

  • Team members schedules are able to synchronize

     

  • Delivery of core functionality quickly

    (Correct)

     

  • Working across multiple systems of records

     

Question 53:

Skipped

What types of data migrations are common with a CSM implementation?

Choose 4 answers

  • Attachments for Case and Knowledge Records

    (Correct)

     

  • Cases

    (Correct)

     

  • Knowledge Articles

    (Correct)

     

  • Incidents

     

  • Audit Logs

     

  • Core Master Data

    (Correct)

     

Question 54:

Skipped

Which role must B2B and B2C customers obtain, at a MINIMUM, to have access to a ServiceNow instance?

  • Account Contact (sn_customerservice.account_contact)

     

  • Customer (sn_customerservice.customer)

     

  • Case Creator (sn_customerservice.case_creator)

     

  • External (snc_external)

    (Correct)

     

Question 55:

Skipped

Which of the following is a condition for matching rules?

  • Switching

     

     

     

  • Agent domain

     

  • Assignment

    (Correct)

     

  • Specific case atributes

     

Question 56:

Skipped

Who can propose a Major Case?

  • Major issue manager (sn_majorissue_mgt.major_issue_manager)

    (Correct)

     

  • Customer service agent (sn_customerservice_agent)

    (Correct)

     

  • Proxy contact (sn_customerservice.proxy_contact)

     

  • Customer case manager (sn_customerservice.customer_case_manager)

     

  • Customer (sn_customerservice.customer)

     

Question 57:

Skipped

In the ‘Action Status’ column on a case list, what does a blue indicator dot mean?

  • Awaiting information

     

  • Needs attention

    (Correct)

     

  • Blocked internally

     

  • Blocked externally

     

Question 58:

Skipped

Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports

which of the following decisions? (Choose two.)

  • Case Prioritization

    (Correct)

     

  • Case Categorization

    (Correct)

     

  • Case Escalation

     

  • Case State

     

Question 59:

Skipped

Parent Child Synchronization allows for:

  • Synchronization of all child cases as well as children of child cases on all levels

     

  • Parent cases to automatically generate child cases when all fields are filled out thus, synchronized auto-population

     

  • Enabling the Customer Service agent to create cases so that all the children cases can be managed by managing the parent case

    (Correct)

     

  • Child cases to be separate from Parent cases and will not be synchronized automatically.

     

Question 60:

Skipped

Which routing and assignment features leverage matching rules?

Choose 2 answers

  • Advanced Work Assignment

    (Correct)

     

  • State Flows

     

  • Assignment Workbench

    (Correct)

     

  • Assignment Rules

     

Explanation

https://docs.servicenow.com/bundle/sandiego-servicenow-platform/page/administer/advanced-work-assignment/concept/awa-overview.html

 

https://docs.servicenow.com/bundle/sandiego-customer-service-management/page/product/customer-service-management/concept/case-assignment-workbench.html

 

Test 3

Chart

Pie chart with 4 slices.
Question 1:

Skipped

Matching rules enhance assignment capability by

  • Matching best agent by skill

     

  • ·

    Determining if account is a customer or partner

     

  • Providing dynamic matching of cases to groups or individuals

     

  • Matching best agent by availability

    (Correct)

     

Explanation

https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-serv ice-management/concept/c_CaseRouting.html

Question 2:

Skipped

What are features of Customer Service Management?

(Choose four)

  • Timed Audits

     

  • Demand Management

     

  • Real-time SLAs

     

  • Service Contracts

    (Correct)

     

  • Service Entitlements

    (Correct)

     

  • Service Prospecting

    (Correct)

     

  • Skills-based routing

    (Correct)

     

Explanation

https://docs.servicenow.com/bundle/sandiego-customer-service-management/page/product/customer-service-management/concept/c_CustomerServiceManagement.html

Question 3:

Skipped

What role does the Engagement Manager play before the Workshop?

(Choose two)

  • Assists with technical requirements

    (Correct)

     

  • Project Manager

    (Correct)

     

  • Acts as intermediary

     

  • Provides answers to technical problems

     

Question 4:

Skipped

What does the Third-party data integration for Agent Workspace for CSM enable?

  • Workspace administrators can configure uni-directional data integrations between Agent Workspace and third-party applications

     

  • Agents can view read only data from multiple third-party applications on forms and lists in Agent Workspace

    (Correct)

     

  • Playbooks can apply bi-directional integrations between Agent Workspace and third-party applications

     

  • Configurable IntegrationHub spokes to exchange data between Agent Workspace and third-party applications

     

Question 5:

Skipped

What are the Forum User Types?

(Choose three)

  • Public

    (Correct)

     

  • Admin

    (Correct)

     

  • Custom

    (Correct)

     

  • Moderator

     

Explanation

https://docs.servicenow.com/bundle/sandiego-customer-service-management/page/product/customer-communities/task/add-user.html

Question 6:

Skipped

Which of the following is a condition for matching rules?

  • Agent domain

     

  • Assignment

     

  • Specific case attributes

    (Correct)

     

  • Switching

     

Explanation

https://docs.servicenow.com/bundle/sandiego-customer-service-management/page/product/customer-service-management/concept/case-assignment-matching-rules.html

Question 7:

Skipped

Which of the following is included in an account relationship record?

(Select two

  • A location, selected in the Location field

     

  • A source account, selected in the Account From field

    (Correct)

     

  • A target account, selected in the Account To field

    (Correct)

     

  • A contact, selected in the Contact Name field

     

Question 8:

Skipped

What benefits can be gained by using the Customer Central feature in CSM Agent Workspace?

Choose 3 answers:

  • Improved visualization of customer information for agents

    (Correct)

     

  • Enable agents to focus on the customer issue, not on alt-tabbing

    (Correct)

     

  • Improve call resolution rates

    (Correct)

     

  • Enable agents to engage with empathy

     

  • Enable managers to see multiple dashboards in one location

     

Question 9:

Skipped

Starting from the Paris release, Social Q&A is being deprecated. What should ServiceNow customers do to migrate Social Q&A content to Communities?

  • Run the processor Migrate Social QA to Community

     

  • Run the module Migrate Social QA to Community

     

  • Run the scheduled job Migrate Social QA to Community

     

  • Run the fix script Migrate Social QA to Community

    (Correct)

     

Question 10:

Skipped

Which one is NOT a dependency for the Customer Service Plugin?

  • Task Activities

     

  • Communities

    (Correct)

     

  • Openframe

     

  • Skills Management

     

Question 11:

Skipped

What is the default days for auto closure?

  • 5

     

  • 10

     

  • 2

     

  • 1

     

  • Not set by default

    (Correct)

     

Explanation

For more information about this topic, please follow the official documentation found here: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/auto-close-customer-service-case.html

Question 12:

Skipped

Which methodology is used by ServiceNow to manage Customer Service Management implementation projects?

  • OCM

     

  • SIM

     

  • Now Create

    (Correct)

     

  • Agile

     

Question 13:

Skipped

What do blue circles in the timeline of a case

  • Note

     

  • Activity

     

  • Comment

     

  • State

    (Correct)

     

Explanation

https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-serv ice-management/reference/r_CustomerServiceCaseTimeline.html

Question 14:

Skipped

What are the Critical Success Factors that are related to CSM Suite Implementations?

(Choose four)

  • Define the number of hours needed to develop the associated requirements

     

  • Implementation is only as good as the underlying process

    (Correct)

     

  • Define the Business Pain Points

    (Correct)

     

  • Provide consistent service to customers

    (Correct)

     

  • Have a clear understanding of the use cases

    (Correct)

     

Question 15:

Skipped

What criteria can be used to determine when a new inbound case should be opened?

  • When we have new marketing material for a customer

     

  • When a new customer is created

     

  • When an internal problem occurs

     

  • When a customer has a question or issue to resolve

    (Correct)

     

Question 16:

Skipped

Which of the following roles cannot update a consumer’s record?

  • sn_customerservice_manager

     

  • sn_customerservice.consumer_agent

     

  • sn_customerservice_agent

    (Correct)

     

  • admin

     

Explanation

https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-serv ice-management/task/create-a-consumer-record.html

Question 17:

Skipped

What will be the state of a case after a customer rejects the solution proposed by an agent?

  • Open

    (Correct)

     

  • New

     

  • Solution Rejected

     

  • In Progress

     

Question 18:

Skipped

What advantages can be gained by working with the outsourced service providers (OSPs)?

Choose 3 answers:

  • Increase support coverage

    (Correct)

     

  • Reduce call volume

     

  • Access to skilled expertise

    (Correct)

     

  • Reduce staff turnover

     

  • Cost savings

    (Correct)

     

Question 19:

Skipped

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)

  • ACL

     

  • Data Policy

     

  • Knowledge Product Entitlements

    (Correct)

     

  • User Criteria

    (Correct)

     

Question 20:

Skipped

When installing virtual agent, Natural Language Understanding is activated by default. Additionally, what steps need to be performed in order to use it? (Select 2

  • Enable it for use

    (Correct)

     

  • Configure NLU Entity

     

  • Select NLU Provider

    (Correct)

     

  • Configure NLU Intent

     

Explanation

You can activate the Glide Virtual Agent plugin (com.glide.cs.chatbot) if you have the admin role. This plugin automatically activates other necessary plugins if they are not already active.

For more information about this topic, please follow the official documentation, found here.

Question 21:

Skipped

What should be emphasized when designing solutions? (Choose three.)

  • Focus Out-of-the-box functionality

    (Correct)

     

  • Minimize customizations

    (Correct)

     

  • Design for Scalability

    (Correct)

     

  • Mobile friendly functionality

     

Question 22:

Skipped

What are Special Handling Notes used for?

  • To ensure customers get the service they are entitled to receive

     

  • For agents to view articles and attach them to a case

     

  • Help agents identify in which time zone a contact is located

     

  • Bring important information about individual records to an agent’s attention

    (Correct)

     

Question 23:

Skipped

Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?

  • Open an incident

    (Correct)

     

  • Consumer self-registration

     

  • Live chat

     

  • Viewing knowledge articles

     

Question 24:

Skipped

What are some benefits that Knowledge Product Entitlement provide? (Choose three.)

  • Makes it easier for Agents to manage case volume

    (Correct)

     

  • Information about customer’s service contract

     

  • Allows access to Knowledge Articles that are related to products owned by a customer

    (Correct)

     

  • Reduces call volume

    (Correct)

     

Question 25:

Skipped

Which ore-integrated chat conversation experiences are available for consumers and customer contacts?

Choose 2 answers:

  • Viber

     

  • Skype

     

  • LINE

    (Correct)

     

  • WhatsApp

    (Correct)

     

Question 26:

Skipped

Information in the Case Field ‘Contact’ is copied to which Incident Field?

  • Customer

     

  • Caller

    (Correct)

     

  • User

     

  • Contact

     

Explanation

https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/csm-integration-sm-incident.html

Question 27:

Skipped

Which criteria can Advanced Work Assignment use to assign work items to agents? Choose 4 answers:

  • Skills

    (Correct)

     

  • Location

     

  • Shifts

    (Correct)

     

  • Availability

    (Correct)

     

  • Capacity

    (Correct)

     

  • Experience

     

Question 28:

Skipped

How many active OpenFrame configurations can you have on an instance?

  • Unlimited

    (Correct)

     

  • 3

     

  • 2

     

  • 1

     

Explanation

https://docs.servicenow.com/bundle/jakarta-customer-service-management/page/product/customer-service-management/task/t_CreateAnOpenFrameConfiguration.html

Question 29:

Skipped

When are child cases updated from the parent case?

  • Automatically upon update of parent

    (Correct)

     

  • Scheduled job

     

  • When the Sync scheduled jobs run

     

  • Clicking on the Child Sync UI

     

Question 30:

Skipped

The available case types are:

(Choose two)

  • Product Support

     

  • Product

    (Correct)

     

  • Order

    (Correct)

     

  • Support

     

Explanation

https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-serv ice-management/concept/manage-csm-case-types.html

Question 31:

Skipped

What are features of Customer Service Management?

Choose 4 answers

  • Service Entitlements

    (Correct)

     

  • Real-time SLAs

     

  • Service Contracts

    (Correct)

     

  • Demand Management

     

  • Service Prospecting

    (Correct)

     

  • Skills-based routing

    (Correct)

     

  • Timed Audits

     

Explanation

https://docs.servicenow.com/bundle/sandiego-customer-service-management/page/product/customer-service-management/concept/c_CustomerServiceManagement.html

Question 32:

Skipped

Which Communities personas can create a case from a community discussion?

Choose 2 answers

  • Community moderator

    (Correct)

     

  • Forum administrator

     

  • Community administrator

    (Correct)

     

  • Community user

     

  • Forum moderator

     

Question 33:

Skipped

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.

  • B2C

    (Correct)

     

  • B2B

     

Question 34:

Skipped

Articles can provide the following:

(Choose three)

  • Document current and known issues

    (Correct)

     

  • Share product information

    (Correct)

     

  • Information about customer’s service contract

     

  • Provide answers and responses to common issues or questions

    (Correct)

     

Explanation

https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/topic/p_KnowledgeManagment.html

Question 35:

Skipped

What types of ITSM entities (records) can be related to a case when activating the Customer Service with Service Management plugin?

  • Incident, Problem, Change, Release

     

  • Incident, Problem, Change, Request

    (Correct)

     

  • Incident, Problem, Change, Release, Request

     

  • Incident, Problem, Change

     

Question 36:

Skipped

Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions?

  • Case Escalation

     

  • Case State

     

  • Case Prioritization

    (Correct)

     

  • Case Categorization

    (Correct)

     

Explanation

Question 37:

Skipped

What is the purpose of a Catalog Item variable?

  • Allows the customer or consumer to qualify their

    (Correct)

     

  • Opens a wizard to help a customer fill in a case form

     

  • Guides a customer by providing hints on a case form

     

  • Grants the customer the opportunity to ask a question

     

Question 38:

Skipped

Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)

  • Auto Assessment

     

  • Apply Role by Customer

     

  • Change Update to Close

     

  • Update Case Entitlement

    (Correct)

     

Explanation

https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-serv ice-management/reference/r_BRIWCustomerService.html

Question 39:

Skipped

What are some benefits that Knowledge Product Entitlement provides?

Choose 3 answers

  • Allows access to knowledge articles that are related to products owned by a customer

    (Correct)

     

  • Reduce call volume

    (Correct)

     

  • Makes it easier for agents to manage case volume

    (Correct)

     

  • Focused product marketing

     

  • Information about customer’s service contract

     

Question 40:

Skipped

What is the purpose of a Catalog Item variable?

  • Allows the customer or consumer to qualify their answer

    (Correct)

     

  • Opens a chat session with customer support

     

  • Provides hint to the user on the field

     

  • Allows the customer to ask a question

     

Explanation

https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/service-catalog- management/task/t_CreateAVariableForACatalogItem.html

Question 41:

Skipped

What are the conditions that matching rules are based on?

(Choose two)

  • Specific routing rules

     

  • Agent resources best suited to work on a case

    (Correct)

     

  • Specific case attributes

    (Correct)

     

  • Filters set up in advanced work assignment

     

Explanation

https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-serv ice-management/concept/c_CaseRouting.html

Question 42:

Skipped

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 2 answers

  • Cannot Contribute user criteria

    (Correct)

     

  • Whitelist all other groups from the Knowledge Base

     

  • Can Read user criteria

    (Correct)

     

  • Hide the Knowledge Base from the Knowledge Base Portal

     

Question 43:

Skipped

What are features of Customer Service Management?

Choose 4 answers

  • Service Contracts

    (Correct)

     

  • Demand Management

     

  • Timed Audits

     

  • Skills-based routing

    (Correct)

     

  • Service Entitlements

    (Correct)

     

  • Real-time SLAs

     

  • Service Prospecting

    (Correct)

     

Explanation

https://docs.servicenow.com/bundle/sandiego-customer-service-management/page/product/customer-service-management/concept/c_CustomerServiceManagement.html

Question 44:

Skipped

Which are the key self-service functions of the Customer Support Portal?

(Choose three)

  • Service Catalog

    (Correct)

     

  • Open An Incident

     

  • Community

    (Correct)

     

  • Knowledge Base

    (Correct)

     

Explanation

https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/success/playbook/self-service-improvement.pdf

Question 45:

Skipped

What is required to synchronize fields from a parent to a child case(s)?

  • Major Issue Management needs to be installed and certain properties enabled

     

  • No action required, this is a standard Customer Service Management feature

     

  • The property “Synchronize fields from parent to child case” needs to be activated

    (Correct)

     

  • The role of sn_customerservice.customer_case_manager must be assigned

     

Explanation

https://docs.servicenow.com/bundle/sandiego-customer-service-management/page/product/customer-service-management/task/config-major-case-synchronization.html

https://docs.servicenow.com/bundle/paris-customer-service-management/page/product/customer-service-management/concept/major-candidate-child-case-types.html

Question 46:

Skipped

Which AWA service channels can be used by Customer Service Management?

(Select three)

  • Walk-up

    (Correct)

     

  • Telephony

     

  • Case

    (Correct)

     

  • Email

     

  • Chat

    (Correct)

     

Question 47:

Skipped

Predictive Intelligence improves Case management by:

  • Replacing legacy routing rules

     

  • Predicting what values should have gone into empty fields in historical records

     

  • Reducing the number of records needed to accurately predict a value

     

  • Predicting Case values without manual intervention

    (Correct)

     

Question 48:

Skipped

What should be part of the pre-engagement collateral?

  • Frequently Asked Questions (FAQ)

     

  • Stock Keeping Unit (SKU) and pricing sheet

     

  • Scoping Guide

     

  • Customer Service roles template

    (Correct)

     

Explanation

Question 49:

Skipped

Which of the following is a required field in the Resolution information tab in order to close a case?

  • Cause

     

  • Closed by

     

  • Closed

     

  • Resolution notes

    (Correct)

     

Question 50:

Skipped

Which of the following are best practice with regard to data imports?

(Choose two

  • Use ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather than in the legacy repository

     

  • Images embedded in Knowledge Articles should be uploaded separately.

    (Correct)

     

  • Ensure the field data lengths in ServiceNow are adequate for the imported data because ServiceNow does not automatically adjust the length.

    (Correct)

     

  • When importing to multiple instances import to each instance separately

     

Question 51:

Skipped

What factors may influence the type of communication channels you implement for your customer?

Choose 2 answers:

  • What skills are required to support the various omni-channel methods?

     

  • How will your customers contact the support desk?

    (Correct)

     

  • How many customer service agents will be required

    (Correct)

     

  • What languages are needed to support the customer?

     

Question 52:

Skipped

What is the final state of a case?

  • Resolution Accepted

     

  • Resolved

     

  • Closed

    (Correct)

     

  • Completed

     

Question 53:

Skipped

What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?

  • Misconfigured

     

  • Missing configuration

     

  • Selecting all the groups

     

  • Selecting none of the groups

    (Correct)

     

Question 54:

Skipped

Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

  • Both portal question entry and Record Producer

    (Correct)

     

  • None of the above

     

  • Record Producer only

     

  • Entering question in portal only

     

Explanation

https://docs.servicenow.com/bundle/sandiego-platform-administration/page/administer/contextual-search/concept/c_ContextualSearch.html

Question 55:

Skipped

Special Handling Notes can apply to which one of the following based on specific attributes?

  • VIP

     

  • Domain

     

  • Holiday

     

  • Contact

    (Correct)

     

Question 56:

Skipped

The Customer Support Portal default configuration provides the following channels to interact with customers?

(Choose three)

  • Email

    (Correct)

     

  • Chat

    (Correct)

     

  • Social

     

  • Web

    (Correct)

     

Question 57:

Skipped

Which of the following are channels?

(Choose two)

  • Article

     

  • web

    (Correct)

     

  • chat

    (Correct)

     

  • Contacts

     

Explanation

https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/configure-csm-omni-channel.html

Question 58:

Skipped

Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?

(Choose two)

  • Only applications that allow WebDAV connections can be integrated

    (Correct)

     

  • The imported article will have the same category it had in the source knowledge base

    (Correct)

     

  • SharePoint blocks this integration

     

  • Imported external articles appear as attachments in ServiceNow

     

Explanation

https://docs.servicenow.com/bundle/sandiego-servicenow-platform/page/product/knowledge-management/concept/knowledge-external-content-integration.html

Question 59:

Skipped

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)

  • Remove the Demo Data via a HI Request

    (Correct)

     

  • Disable the Case Interceptor

     

  • Clone back to this instance from a valid instance

    (Correct)

     

  • Zboot the instance

     

Question 60:

Skipped

Which role must be assigned to employees to request support for themselves?

  • Self contributor (sn_customerservice.self_contributor)

     

  • Customer (sn_customerservice.customer)

     

  • Employee (sn_customerservice.employee)

     

  • Proxy contact (sn_customerservice.proxy_contact)

    (Correct)

     

Consultant