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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?
When the virtual agent plugin is installed NLU is activated but is not available for use until what two configurations are completed?
Choose 2 answers
What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.
Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)
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?
Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?
When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)
What will be the state of a case after a customer rejects the solution proposed by an agent?
Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?
What must a system administrator configure to define a different approval workflow for an escalation request?
Which of the following are best practice with regard to data imports? (Choose two.)
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
What criteria can be used to determine when a new inbound case should be opened?
By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)
Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)
When integrating Customer Service Management with IT Service management what separate action is required for Request Management?
________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :
In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)
How are ServiceNow’s out-of-the-box Customer Service Management applications packaged? (Choose two.)
Which of the following are true regarding the Community Portal application? (Choose two.)
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?
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 2 answers
With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?
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?
Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)
Based on which out-of-box attributes can Special Handling Notes be applied to cases?
Choose 3 answers
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?
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?
Which of the following are correct for parent/child synchronization? (Choose two.)
What does Major issue Management use to identify all other customers impacted by a major case?
Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can:
Options are :
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
In the 'Action Status' column on a case list, what could a blue indicator dot mean?
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident. Problem and Change forms. What do you recommend to your customer?
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
Which feature provides easy-to-configure integrations between the Now Platform and third-party Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) tools or platforms?
In Advanced Work Assignment, what does the overflow assignment capability do, if defined?
For security purposes certain roles cannot be assigned to a group or individual at the same time. Which of me following two roles would be restricted?
Which of the following are benefits of customer access management? (Choose two.)
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.)
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?
TESTED 21 Nov 2024
