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On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)
What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?
Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
Options are :
What are available matching criteria for case assignment in Customer Service Management?
Choose 3 answers
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.)
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
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?
In the Customer Service Management space, what does the term asset management mean?
Which of the following are correct for parent/child synchronization? (Choose two.)
Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)
Based on which out-of-box attributes can Special Handling Notes be applied to cases?
Choose 3 answers
Which of the following are benefits of customer access management? (Choose two.)
Which of the following are benefits that may be gained from using communities?
Choose 3 answers
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
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 are true regarding the Community Portal application? (Choose two.)
Upon self-registration through the Consumer Service Portal, a record is created in: (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.)
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?
After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?
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 service catalogs are available in the base instance customer portals?
Choose 2 answers
Guided decisions is a decision authoring and execution capability that dynamically guides agents to resolve complex cases. Guided decisions consist of decision trees. What is a decision tree?
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.)
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
What action can be performed by a Partner Admin (sn_customerservice.partner_admin) and NOT by a Partner (sn_customerservice partner) in the Customer Service Portal?
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.)
What can a person assigned with the customer role access on the customer service portal by default? (Choose three.)
Which application must be activated to enable customers to check in on-line for future appointments?
What does Major issue Management use to identify all other customers impacted by a major case?
Which entity denotes the product instance that has been installed or provisioned for a customer?
How are ServiceNow’s out-of-the-box Customer Service Management applications packaged? (Choose two.)
Which step in Advanced Work Assignment (AWA) would ensure the work was allocated to the appropriate agent?
Which entities combined together make up the Service-aware Install Base?
Choose 3 answers
Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?
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?
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
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?
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?
External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:
What is the most efficient way to get cases to be dosed automatically after a few days?
Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?
When working with communication channels, what inbound email flows are available by default? (Choose two.)
Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?
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
Which roles are responsible for maintaining account team membership? (Choose two.)
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
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?
TESTED 15 Oct 2025
