marks4sure logo
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.)
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?
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :
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 best practice with regard to data imports? (Choose two.)
Which entities combined together make up the Service-aware Install Base?
Choose 3 answers
Which of the following roles have permission to create a relationship between a contact and an account? (Choose two.)
Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?
What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)
What is required to enable the Follow the sun field on the Customer Service Case form?
Out-of-box, which functionality handles state transitioning for case management?
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?
After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?
Which ServiceNow products can be integrated out-of-the-box with CSM?
Choose 3 answers
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?
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
Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?
Which roles are responsible for maintaining account team membership? (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?
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
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 3 answers
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?
What is a supported external customer that, in turn, sells to and supports one or more customers?
What are common types of application record data that are imported during a CSM data migration? (Choose
two.)
What is the most efficient way to get cases to be dosed automatically after a few days?
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?
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
Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)
Which of the following options can a survey administrator define on an individual survey? (Choose two.)
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.)
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?
When integrating Customer Service Management with IT Service management what separate action is required for Request Management?
What is the specific type of catalog item called that allows users to create any type of task, such as cases, from the Service Catalog?
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
Options are :
Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)
What allows the implementation of phases and tasks to meet performance goals track progress and measure success?
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.)
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(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?
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?
Which of the following are true regarding the Community Portal application? (Choose two.)
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.)
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
Which entity represents specific versions of products being sold to and supported for customers?
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?
In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?
Which step in Advanced Work Assignment (AWA) would ensure the work was allocated to the appropriate agent?
TESTED 15 Nov 2024
