Which knowledge records can be configured with User Criteria?

Knowledge Base, Category and Article

When the virtual agent plugin is installed NLU is activated but is not available for use until what two configurations are completed? (Choose two.)

Choose the NLU service provider

In the NLU Settings configure the Intent confidence threshold

In the NLU Settings configure the Entity confidence threshold

When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?

Allows access to knowledge articles that are related to products owned by a customer

Allows access to knowledge articles based on customer’s security access

Allows access to knowledge articles that are related to entitlements owned by a customer

Allows access to multi-product line knowledge articles

In Agent Workspace Chat, Agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?

Uses response templates to insert as text in a conversation

Rejects an incoming chat and moves it automatically to the “General” queue

Routes the chat towards another group

Rolls up the current chat history towards an existing case

Name a security benefit gained from using scoped applications:

Limits accessibility to other applications in the instance

Prevents changes to tables without explicit permission from IT

Prevents third party integrations

Limits the number of update sets that can be applied

In Advanced Work Assignment, what does the overflow assignment capability do, if defined?

When one support group reaches capacity the work item is automatically routed to another group

Uses matching and assignment rules to send work items to the agent with the highest availability

Routes cases to different groups based on their skill set and availability

Uses matching and assignment rules to send work items to the agent with the most capacity

Which role must B2B and B2C customers obtain, at a MINIMUM, to access to a ServiceNow instance?

Account Contact (sn_customeservice.account_contact)

Customer (sn_customerservice.customer)

Case Creator (sn_ customerservice.case _creator)

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?

Proxy Contact (sn_customservice.proxy_contact)

Consumer (sn_customservice.consumer)

Customer (sn_suctomservice.customer)

Which roles are considered external? (Choose two.)

Customer Admin (sn_customerservice.customer_admin)

Partner Admin (sn_customerservice.partner_admin)

Consumer Support Agent (sn_customerservice.consumer_agent)

Customer Service Agent (sn_customerservice_agent)

The default configuration automatically closes resolved Cases after how many days?

Cases are not automatically closed by default

External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals. Which of the following can they approve in relation to cases via the portals?

Change Records and Request Records

Request Records and Escalations

Problem Records and Escalations

Playbooks for CSM provide step-by-step guidance for resolving specific types of customer service cases. What are the three out-of-the-box playbooks for CSM? (Choose three.)

Case playbook for Product Support

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?

Use Related Links on the case form to report a knowledge gap

Document the knowledge gap in the case work notes and escalate the case

Post a question in one of the various Customer Service Management knowledge bases

Use the Create Knowledge button on the case form to report a knowledge gap

What feature does the Product Model and Catalog Items Relationship plugin enable?

It provides a contextual service catalog based on the customer’s subscribed services

Agents are automatically proposed catalog items related to the chosen product on the case form

Consumers can track what products they have purchased via the catalog

Customer service managers can track the financial cost of customer’s subscribed services and the related requests

What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?

The case work notes are updated automatically

The case escalates to an assignment group as defined in the default escalation template

The case action status changes to Related Task Updated

The case displays a special handling note highlighting the update

Application Scoping from a security perspective brings the following benefits: (Choose two.)

Improves instance security by limiting access to other applications on the instance

Scoping hold the records and acts as a container for the desired CSM applications

Scoped applications prevent versioning for complex instances

Scoped applications limits autonomy and control of all aspects of the CSM application

How can multiple service catalogs be made available on the Customer Service Portal?

Include them in the list of service catalogs on the Customer Service Portal record

Add them to the list of service catalogs in the Customer Service Portal header widget options

Only the Customer Service service catalog can be used on the Customer Service Portal

Create user criteria for each of the applicable service catalogs

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?

A new major case is created and the major case candidate is added as a child to the major case

The major case candidate becomes a major case

The major case candidate requires an approval from the major issue manager

The major case candidate is closed and a new major case is created

What are the recommended good practices when running implementation workshops? (Choose three.)

Give the customers the data they need so they can make an informed decision

Engage with customers to gain deep understanding of their organization

Guide the customer toward industry best practices

Any financial implication of a decision should be handled by the delivery and sales team

Enforce customers to adapt their processes towards the baseline processes

Which of the following are benefits of customer access management? (Choose two.)

It increases automation by automatically granting access to cases based on access to sold product

It improves the customer experience by enabling related parties to track and collaborate on cases.

It defaults the responsibility for access management to the customer service agent.

It increases security by automatically providing access to case information based on account hierarchy

It defaults the responsibility for access management to the customer.

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?

Customer admin (sn_customerservice.customer_admln)

Customer case manager (sn_customerservice.customer_case_manager)

Customer account manager (sn_customerservice.customer_account_manager)

Customer (sn_customerservice.customer)

What is knowledge article versioning?

The ability to manage and track article updates

A content tracker for knowledge articles

A knowledge article publishing guide

A knowledge article numbering guide

Which of the following roles have permission to create a relationship between a contact and an account? (Choose two.)

sn_customerservice.customer_admin

sn_customerservice.partner_admin

In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?

Asset management has different use cases for tracking specific products or services customers are using

The process of developing, operating, maintaining, upgrading, and disposing of assets in me most cost-effective manner

A generic activity or process responsible for tracking and reporting the value and ownership of assets throughout their lifecycle

It includes all of the data crucial to support customers as efficiently as possible

What is KCS (Knowledge Centered Services)?

A documented methodology to provide a set of best practices for creating and maintaining knowledge

A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management

A dashboard with specific visualization of the different knowledge bases and categories

An application that helps agents and managers to create cases from Knowledge articles

When creating or importing assets for CSM, model categories are used to: (Choose three.)

Define whether a Configuration Item (CI) is created when an Asset record is created or vice versa

Define a link between Asset classes and Configuration Item (CI) classes

Build a classification structure for product models

Model the configuration options for each product model being sold to customers

Viewing a customer’s install base in the CSM Workspaces enables customer service agents to: (Choose two.)

See the detailed configurations of the products and services deployed for a customer to determine the action needed

Trace Information provided in a case to the right product or service to which it relates

Close an upsell of related products and services not yet purchased by a customer

Monitor related operational services and configuration items that affect service health

CIS - CSM Exam 2

Authored by Dany Nuñez

Computers

Professional Development

Used 25+ times

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MULTIPLE CHOICE QUESTION

5 mins • 1 pt

What is a supported external customer that, in turn, sells to and supports one or more customers?

Partner

Account

Contact

Consumer

MULTIPLE CHOICE QUESTION

5 mins • 1 pt

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?

Eliminate the need for more traditional performance analytics

Auto-generate clusters of cases that point to similar underlying issues

Create root cause solutions for similar cases

A guaranteed reduction in call volume per month

MULTIPLE SELECT QUESTION

5 mins • 1 pt

Which ServiceNow applications can be integrated out-of-the-box with CSM? (Choose three.)

Service Portfolio Management

Project Management

DevOps

Risk Management

ITOM Event Management

MULTIPLE SELECT QUESTION

5 mins • 1 pt

Which of the following are benefits that may be gained from using communities? (Choose three.)

Reduce support costs

Engagement with Customers

Get product feedback

Reduce cost per sales

Increase marketing effectiveness

MULTIPLE CHOICE QUESTION

5 mins • 1 pt

What is a case?

An individual record that handles and resolves incidents for external customers

An individual record that is used to identify and create automation opportunities

An individual record that is used to identify and resolve a question or issue for an external customer

An individual record that handles and routes issues for internal users

MULTIPLE CHOICE QUESTION

5 mins • 1 pt

External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:

WebDAV-versioned

Web-configurable

WebDAV-compliant

Web-based

MULTIPLE SELECT QUESTION

5 mins • 1 pt

An Account Relationship is based on a defined account relationship hype. Users with the System Administrator role can define two types of relationships: (Choose two.)

Partner-to-customer

Account-to-customer

Account-to-account

Customer-to-Consumer

Partner-to-account

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CIS - CSM Exam 2

What is a supported external customer that, in turn, sells to and supports one or more 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?

Which ServiceNow applications can be integrated out-of-the-box with CSM? (Choose three.)

Which of the following are benefits that may be gained from using communities? (Choose three.)

What is a case?

External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:

An Account Relationship is based on a defined account relationship hype. Users with the System Administrator role can define two types of relationships: (Choose two.)

Which knowledge records can be configured with User Criteria?

When the virtual agent plugin is installed NLU is activated but is not available for use until what two configurations are completed? (Choose two.)

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 two.)

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