What action to be taken if the product has no configurable attributes?
What are the different resource matching methods on the Matching Rule form?
Choose 3 answers
Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
Options are :
What types of escalation templates can be created?
Choose 2 answers
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.
Which type of catalog item may be found in a Service Catalog?
In the 'Action Status' column on a case list, what does a blue indicator dot mean?
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)
Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?
What attribute/field is employed to construct the hierarchy of Install Base Items in a system?
When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?
Advanced 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 3 answers
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
What are features of Customer Service Management? (Choose four.)
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?
When working with communication channels, what inbound email flows are available by default? (Choose two.)
Which of the following is a condition for matching rules?
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.)
Information in the Case Field ‘Contact’ is copied to which Incident Field?
What feature does the Product Model and Catalog Items Relationship plugin enable?
Which combination of roles is restricted for security purposes?
Why does the implementation team need to deliver core functionality to the customer as quickly as possible?
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 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 does the Account (customer_account) table extend?
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
What’s the purpose of the Deactivate Special Handling Notes Scheduled Job?
Partner admin (sn_customerservice.partner_admin) contacts have access to:
On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)
Installing the Customer Service Management plugin activates:
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?
Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?
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?
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.)
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 does Major issue Management use to identify all other customers impacted by a major case?
What are Special Handling Notes used for?
Which feature enables employees to request support for themselves and for external customers?
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?
Which feature allows for the creation and management of product data and relationships within the CSM application?
Which of the following statements is correct regarding product models in CSM?
What is required to synchronize fields from a parent to a child case(s)?
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
Customer service personnel who are allocated the customer service agent (sn_customerservice_agent) role are responsible for which of the following tasks? (Choose four.)
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 roles are considered external? (Choose two.)
In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?
Which application must be activated to enable customers to check in on-line for future appointments?
With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?
How many outbound email accounts are supported in Customer Service Management?
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
When are child cases updated from the parent case?
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 does viewing a customer’s install base enable customer service agents to do? (Choose two.)
Out-of-the-box. cases are automatically closed after how many days?
Entitlements specify the level of service provided to customers.
Agents and managers cannot create knowledge articles from Community questions.
What can a person assigned with the customer role access on the customer service portal by default? (Choose three.)
What is a case?
What are the types of units used in counting for entitlements in ServiceNow?
And the options are:
Which entity denotes the product instance that has been installed or provisioned for a customer?
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)
What should be part of the pre-engagement collateral?
What are available matching criteria for case assignment in Customer Service Management?
Choose 3 answers
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.)
What one of the following is optional when creating a Catalog workflow?
When are any changes to the platform considered a customization?
Which of the following roles can update a consumer's record? (Choose two.)
How are ServiceNow’s out-of-the-box Customer Service Management applications packaged? (Choose two.)
In the 'Action Status' column on a case list, what could a blue indicator dot mean?
Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?
_____________________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.
Options are :
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?
Which aspect of an install base item helps document the details of products installed at a customer location?
What is a limitation regarding synchronization between a case and its associated work order?
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?