Which roles are considered external? (Choose two.)
What criteria can be used to determine when a new inbound case should be opened?
What are the three out-of-the-box playbooks for CSM? (Choose three.)
What role does the Engagement Manager play before the Workshop? (Choose two.)
Name a security benefit gained from using scoped applications:
Which of the following statements is correct regarding product models in CSM?
Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
Which of the following are true regarding the Community Portal application? (Choose two.)
Out-of-the-box. cases are automatically closed after how many days?
Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance? (Choose two.)
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
What are features of Customer Service Management? (Choose four.)
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.)
When are any changes to the platform considered a customization?
What is a supported external customer that, in turn, sells to and supports one or more customers?
What is knowledge article versioning?
Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose three.)
Which role must B2B and B2C customers obtain, at a MINIMUM, to access to a ServiceNow instance?
What are the different resource matching methods on the Matching Rule form? (Choose four.)
Customer service personnel who are allocated the customer service agent (sn_customerservice_agent) role are responsible for which of the following tasks? (Choose four.)
In Agent Workspace Chat, Agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
Which of the following statements is correct with regards to partners vs. third-parties in ServiceNow’s CSM application? (Choose two.)
Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?
Entitlements are counted using two types of units:
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?
What are the types of units used to measure entitlements? (Choose two.)
What does NLU stand for?
What is the benefit of a phased release approach?
Special Handling Notes can apply to which one of the following based on specific attributes?
What is required to synchronize fields from a parent to a child case(s)?
When working with case types, what is the lowest level in the case type hierarchy called?
Viewing a customer’s install base in the CSM Workspaces enables customer service agents to: (Choose two.)
What can a person assigned with the customer role access on the customer service portal by default? (Choose three.)
What is the primary output from the Requirements Gathering workshop?
When creating or importing assets for CSM, model categories are used to: (Choose three.)
Which of the following are benefits of customer access management? (Choose two.)
Information in the Case Field ‘Contact’ is copied to which Incident Field?
What allows the implementation of phases and tasks to meet performance goals track progress and measure success?
On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)
What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?
What is the purpose of the sidebar feature in CSM Configurable Workspace?
The ServiceNow add-in for Microsoft Outlook enables you to manage workflows such as creating and updating contacts and cases from within Microsoft Outlook. How could this feature positively affect customer experience?
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?
How are ServiceNow’s out-of-the-box Customer Service Management applications packaged? (Choose two.)
What determines how an escalation request is processed?
To which entities can Special Handling Notes be applied out of the box?
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.)
Advance Work Assignment assigns work to agents based on their availability, capacity, and skills. Agent Affinity enhances the Advanced Work Assignment process by adding additional agent details organized by affinity type. Which of these are these affinity types? (Choose three.)
Which of the following are benefits that may be gained from using communities? (Choose three.)
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 is a limitation regarding synchronization between a case and its associated work order?
What are the recommended good practices when running implementation workshops? (Choose three.)
What are the advantages of leading indicators over lagging indicators? (Choose two.)
Which one is NOT a dependency for the Customer Service Plugin?
When integrating Customer Service Management with IT Service management what separate action is required for Request Management?
An Account Relationship is based on a defined account relationship hype. Users with the System Administrator role can define two types of relationships: (Choose two.)
What benefits does scoping an application bring? (Choose three.)
Which of the following roles can update a consumer's record? (Choose two.)
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.)
When configuring email in Communication Channels, how many outgoing email addresses are supported?
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 are the characteristics of Knowledge Categories?
What is the specific type of catalog item called that allows users to create task-based records, such as case records, from the Service Catalog?
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 three.)
Which roles can propose a case as a Major Case candidate? (Choose three.)
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
What should be emphasized when designing solutions? (Choose three.)
Which of the following are channels? (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. Which of the following can they approve in relation to cases via the portals?
Which of the following is a condition for matching rules?
Which of the following roles have permission to create a relationship between a contact and an account? (Choose two.)
During which Now Create stage are workshops conducted?
Service-aware Install Base consists of which entities? (Choose three.)
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 is a required field in the Resolution Information tad in order to close a case?
The default configuration automatically closes resolved Cases after how many days?
In ServiceNow’s CSM Application, what is an interaction?
Which ServiceNow products can be integrated out-of-the-box with CSM? (Choose three.)
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 available matching criteria for case assignment in Customer Service Management? (Choose three.)
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?
An entitlement defines the types of support a customer receives. Entitlements are based on a number of standard fields such as product and asset. When Proactive Customer Service Operations is implemented which additional fields could be used? (Choose two.)
Which knowledge records can be configured with User Criteria?
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?
In the Customer Service Management space what defines the term asset?
Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)
With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer0
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?
If only one user reports a content for moderation, the content will be hidden.
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
What one of the following is optional when creating a Catalog workflow?
What feature does the Product Model and Catalog Items Relationship plugin enable?
Which feature enables employees to request support for themselves and for external customers?
Application Scoping from a security perspective brings the following benefits: (Choose two.)
How many active OpenFrame configurations can you have on an instance?
What does the Agent Whisper function do?
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 are the different resource matching methods on the Matching Rule form? (Choose four.)
From a security perspective, scoping brings several benefits: (Choose two.)
When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?
The case digests feature includes which types of case communication? (Choose two.)
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.
Benefits of Proactive Customer Service Operations include: (Choose two.)
What does Major issue Management use to identify all other customers impacted by a major case?
Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)
User criteria records may be applied to which knowledge items?
Regarding Account Teams, what is the purpose of marking a role as 'unique'?
What is required to enable the Follow the sun field on the Customer Service Case form?
What module is used to create Case Record Producers?
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?
Matching rules enhance assignment capability by ____________________.
How can multiple service catalogs be made available on the Customer Service Portal?
In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?
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 two.)
From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case? (Choose three.)
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (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 two.)
Which of the following are correct for parent/child synchronization? (Choose two.)
Playbooks for CSM provide step-by-step guidance for resolving specific types of customer service cases. What are the three out-of-the-box playbooks for CSM? (Choose three.)
Out-of-box, which functionality handles state transitioning for case management?
What are the three main components that make up Proactive Customer Service Operations? (Choose three.)
What is the purpose of the Guided Decisions capability?
Which of the following is correct regarding the social med a channel?
Why does the implementation team need to deliver core functionality to the customer as quickly as possible?
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?
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?
What do blue circles in the timeline of a case form represent?
What is a household entity?
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
Which step in Advanced Work Assignment (AWA) would ensure the work was allocated to the appropriate agent?
What are common types of application record data that are imported during a CSM data migration? (Choose two.)
Which table does the Account (customer_account) table extend?
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.)
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?
When working with communication channels, what inbound email flows are available by default? (Choose two.)
Which application must be activated to enable customers to check in on-line for future appointments?
A contact can submit a self-registration request from the customer portal with a registration code. Which of the following roles can approve the request? (Choose three.)
What does viewing a customer’s install base enable customer service agents to do? (Choose two.)
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.)
Who can create a customer service case from a community discussion? (Choose two.)
External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:
Which roles are responsible for maintaining account team membership? (Choose two.)
Which of the following child case states would cause parent - child case synchronization to fail? (Choose three.)
Once a major case candidate is approved a major case is created. What then happens to the customer case?
When are child cases updated from the parent case?
What are Special Handling Notes used for?
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
Agents and managers cannot create knowledge articles from Community questions.
Which entity represents specific versions of products being sold to and supported for customers?
Information about a customer’s service contract is found in Knowledge.
Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?
Installing the Customer Service Management plugin activates:
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)
What are the types of matching criteria for Customer Service? (Choose four.)
What is a case?
The CSM application has a feature that can be used to filter records in CSM-related tables which are accessible by users with CSM roles. This feature makes it unnecessary to create business logic for those persona access the data. What is this feature?
What will be the state of a case after a customer rejects the solution proposed by an agent?
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?
What must a system administrator configure to define a different approval workflow for an escalation request?
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?
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?
The available case types are: (Choose two.)
To which recipient types can targeted communications (publications) be sent? (Choose two.)
What is the most efficient way to get cases to be dosed automatically after a few days?
Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)
Which of the following roles cannot update a consumer’s record?
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content? (Choose two.)
What action is required to enable agents to create an incident record for a case?
Which of the following are best practice with regard to data imports? (Choose two.)
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?
In the ’Action Status' column on a case list what could a red indicator dot mean? (Choose two.)
Articles can provide the following: (Choose three.)
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.
Based on which out-of-box attributes can Special handling Notes be applied to cases? (Choose three.)
Partner admin (sn_customerservice.partner_admin) contacts have access to:
After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?
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?
Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?
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 types of escalation templates can be created? (Choose two.)
From what places in SN can an agent create a case? (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?
What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)
What are the conditions that matching rules are based on? (Choose two.)
Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)
Which of the following are benefits of customer access management? (Choose two.)
What functionality is required to automatically close resolved cases if customers do not respond within a specified time?
What is KCS (Knowledge Centered Services)?
What’s the purpose of the Deactivate Special Handling Notes Scheduled Job?
From which one of the following can an agent create a CSM Case:
What do blue circles in the timeline of a case form represent?
What should be part of the pre-engagement collateral?
Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?
What features are included with the Customer Service Portal? (Choose three.)
Which social media channels are NOT available out-of-box?
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
Which decisions does Predictive Intelligence support? (Choose two.)
Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?
In the 'Action Status' column on a case list, what could a blue indicator dot mean?
By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)
Entitlements specify the level of service provided to customers.
Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)
In Advanced Work Assignment, what does the overflow assignment capability do, if defined?
Which table must be extended when creating a new case type?
Which of the following best describes how the CSM application uses the Asset table?
Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
What is the specific type of catalog item that allows users to create any type of task, such as cases, from the Service Catalog?
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?
Major Issue Management uses which one of the following capabilities?
Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. Which of the following statements is correct for CIs and assets?
Which combination of roles is restricted for security purposes?
Service providers use business models to support their various customers. What type of customer is supported with the Business-to-Consumer (B2C) model?
What is the purpose of a Catalog Item variable?
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)
What are the Forum User Types? (Choose three.)
Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)
Which ServiceNow applications can be integrated out-of-the-box with CSM? (Choose three.)
What is the purpose of the Guided Decisions capability?
How many outbound email accounts are supported in Customer Service Management?
In the Customer Service Management space, what does the term asset management mean?
From a service provider’s perspective, is the following a product or an asset?
A cable modem model that the service provider sells.
What are benefits of me Conversation History feature? (Choose two.)
New case tasks use the following prefix:
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?
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?
The Customer Support Portal default configuration provides the following channels to interact with customers? (Choose two.)
Predictive Intelligence improves Case management by:
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