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Service providers use business models to support their various customers. What type of customer is supported with the Business-to-Consumer (B2C) model?
Based on which out-of-box attributes can Special Handling Notes be applied to cases?
Choose 3 answers
From a service provider’s perspective, is the following a product or an asset?
A cable modem model that the service provider sells.
Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)
Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?
Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)
Which step in Advanced Work Assignment (AWA) would ensure the work was allocated to the appropriate agent?
________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :
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
Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)
Which of the following is a required field in the Resolution Information tad in order to close a case?
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)
Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. Which of the following statements is correct for CIs and assets?
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 implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?
What does Major issue Management use to identify all other customers impacted by a major case?
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)
What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
Viewing a customer’s install base in the CSM Workspaces enables customer service agents to: (Choose two.)
_____________________ 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 :
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 three main components that make up Proactive Customer Service Operations?
Choose 3 answers
Which of the following are benefits that may be gained from using communities?
Choose 3 answers
In the 'Action Status' column on a case list, what could a blue indicator dot mean?
Which ServiceNow products can be integrated out-of-the-box with CSM?
Choose 3 answers
Which of the following are best practice with regard to data imports? (Choose two.)
When working with communication channels, what inbound email flows are available by default? (Choose two.)
The default configuration automatically closes resolved Cases after how many days?
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.
Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?
Who can create a customer service case from a community discussion? (Choose two.)
When creating or importing assets for CSM, model categories are used to: (Choose three.)
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.
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
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?
What action is required to enable agents to create an incident record for a case?
Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)
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?
What feature does the Product Model and Catalog Items Relationship plugin enable?
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 feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?
TESTED 19 Apr 2024