During which Now Create stage are workshops conducted?
Out-of-the-box. cases are automatically closed after how many days?
When configuring email in Communication Channels, how many outgoing email addresses are supported?
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
What is the primary output from the Requirements Gathering workshop?
Which ServiceNow products can be integrated out-of-the-box with CSM?
Choose 3 answers
Once a major case candidate is approved a major case is created. What then happens to the customer case?
In Advanced Work Assignment, what does the overflow assignment capability do, if defined?
How are ServiceNow’s out-of-the-box Customer Service Management applications packaged? (Choose two.)
What are the advantages of leading indicators over lagging indicators? (Choose two.)
In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?
Based on which out-of-box attributes can Special Handling Notes be applied to cases?
Choose 3 answers
Which roles are considered external? (Choose two.)
Which of the following is correct regarding the social med a channel?
What are the Forum User Types? (Choose three.)
Customer service personnel who are allocated the customer service agent (sn_customerservice_agent) role are responsible for which of the following tasks? (Choose four.)
Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)
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?
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
Options are :
Which of the following roles have permission to create a relationship between a contact and an account? (Choose two.)
Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)
What are benefits of me Conversation History feature? (Choose two.)
Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?
To which recipient types can targeted communications (publications) be sent? (Choose two.)
When are child cases updated from the parent case?
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.)
Who can create a customer service case from a community discussion? (Choose two.)
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?
Service-aware Install Base consists of which entities? (Choose three.)
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.)
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?
What is the benefit of a phased release approach?
How many outbound email accounts are supported in Customer Service Management?
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (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 customer?
What is required to enable the Follow the sun field on the Customer Service Case form?
What are the three main components that make up Proactive Customer Service Operations?
Choose 3 answers
External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals. What can they approve in relation to cases via the portals?
What are the types of units used to measure entitlements? (Choose two.)
What is a household entity?
What are the characteristics of Knowledge Categories?
The default configuration automatically closes resolved Cases after how many days?
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?
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?
What functionality is required to automatically close resolved cases if customers do not respond within a specified time?
Which type of catalog item may be found in a Service Catalog?
After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?
How can multiple service catalogs be made available on the Customer Service Portal?
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.)
When integrating Customer Service Management with IT Service management what separate action is required for Request Management?
Which roles are responsible for maintaining account team membership? (Choose two.)
When working with communication channels, what inbound email flows are available by default? (Choose two.)
What are Special Handling Notes used for?
What do blue circles in the timeline of a case form represent?
Which roles can propose a case as a Major Case candidate? (Choose three.)
Regarding Account Teams, what is the purpose of marking a role as 'unique'?
An Account Relationship is based on a defined account relationship type. Users with the System Administrator role can define two types of relationships:
Choose 2 answers
Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?
How are Service Catalogs and Catalog Items related? (Choose two.)
Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)
Which of the following are correct for parent/child synchronization? (Choose two.)
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 table must be extended when creating a new case type?
What action is required to enable agents to create an incident record for a case?
Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)
Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?
What one of the following is optional when creating a Catalog workflow?