ServiceNow Certified Implementation Specialist - Customer Service Management Exam Questions and Answers
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
Installing the Customer Service Management plugin activates:
_____________________ 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 :
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?
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
Which of the following roles have permission to create a relationship between a contact and an account? (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 action is required to enable agents to create an incident record for a case?
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?
What is the primary output from the Requirements Gathering workshop?
Which of the following statements is correct with regards to partners vs. third-parties in ServiceNow's CSM application?
Choose 2 answers
Which of the following is a condition for matching rules?
Which of the following are correct for parent/child synchronization? (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?
Viewing a customer’s install base in the CSM Workspaces enables customer service agents to: (Choose two.)
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
What is the purpose of a Catalog Item variable?
Which of the following best describes how the CSM application uses the Asset table?
Special Handling Notes can apply to which one of the following based on specific attributes?
In case management. Parent Child Synchronization allows for which of the following:
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.)
Which entity represents specific versions of products being sold to and supported for 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?
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.)
To which recipient types can targeted communications (publications) be sent? (Choose two.)
What is a limitation regarding synchronization between a case and its associated work order?
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 different resource matching methods on the Matching Rule form?
Choose 3 answers
Match the definitions for roles relationships.
Hot Area:
Out-of-box, which functionality handles state transitioning for case management?
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)
Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)
What is the benefit of a phased release approach?
What are the types of units used to measure entitlements? (Choose two.)
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
Which of the following is correct regarding the social med a channel?
What are the Forum User Types? (Choose three.)
Which application must be activated to enable customers to check in on-line for future appointments?
When working with case types, what is the lowest level in the case type hierarchy called?
Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)
What are the types of matching criteria for Customer Service? (Choose four.)
Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)
What can a person assigned with the customer role access on the customer service portal by default? (Choose three.)
Which table does the Account (customer_account) table extend?
What are the recommended good practices when running implementation workshops?
Choose 3 answers
What allows the implementation of phases and tasks to meet performance goals track progress and measure success?
Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?
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?
Service-aware Install Base consists of which entities? (Choose three.)
What are benefits of me Conversation History feature? (Choose two.)
Which combination of roles is restricted for security purposes?
When working with communication channels, what inbound email flows are available by default? (Choose two.)
What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?
On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)
Regarding Account Teams, what is the purpose of marking a role as 'unique'?
Name a security benefit gained from using scoped applications:
Which role must B2B and B2C customers obtain, at a MINIMUM, to have access to a ServiceNow instance?
Based on which out-of-box attributes can Special Handling Notes be applied to cases?
Choose 3 answers
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?
Who can create a customer service case from a community discussion? (Choose two.)
Which step in Advanced Work Assignment (AWA) would ensure the work was allocated to the appropriate agent?
Which of the following are benefits of customer access management? (Choose two.)
In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)
When creating or importing assets for CSM, model categories are used to: (Choose three.)
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
Match the business rule to its function in the Self-Service Portal.
Hot Area:
What are Special Handling Notes used for?
What is required to enable the Follow the sun field on the Customer Service Case form?
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 allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance?
Choose 2 answers
