dumpspedia logo
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)
In the Customer Service Management space, what does the term asset management mean?
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?
In case management. Parent Child Synchronization allows for which of the following:
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?
What are the different resource matching methods on the Matching Rule form?
Choose 3 answers
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?
Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can:
Options are :
Which entity represents specific versions of products being sold to and supported for customers?
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)
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 of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?
Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
Which of the following are benefits of customer access management? (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?
What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)
Why does the implementation team need to deliver core functionality to the customer as quickly as possible?
Which of the following child case states would cause parent - child case synchronization to fail?
Choose 3 answers
What is a limitation regarding synchronization between a case and its associated work order?
Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)
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 are available matching criteria for case assignment in Customer Service Management?
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?
On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)
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?
What is required to enable the Follow the sun field on the Customer Service Case form?
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 feature does the Product Model and Catalog Items Relationship plugin enable?
In the 'Action Status' column on a case list, what could a blue indicator dot mean?
Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)
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.)
After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?
When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?
Viewing a customer’s install base in the CSM Workspaces enables customer service agents to: (Choose two.)
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 entities combined together make up the Service-aware Install Base?
Choose 3 answers
_____________________ 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 :
Customer service personnel who are allocated the customer service agent (sn_customerservice_agent) role are responsible for which of the following tasks? (Choose four.)
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?
TESTED 13 Oct 2024
