Customer Service Management Quiz 2

Which criteria does Advanced Work Assignment use to assign work items to agents? Choose 3 answers

• Location

• Availability

• Capacity

• Skills

• Experience

Viewing a customer's install base in Agent Workspace enables customer service agents to: Choose 2 answers

• Quickly identify the support customer requires

• View sold install products

• Identify opportunities for adoption and upsell

• Monitor performance of install base items

Customer service agents can use Agent Assist to search for information from an interaction. By DEFAULT, what are the available search sources? Choose 3 answers

• Service catalog

• Knowledge articles

• Communities

• Customer service portal

• Consumer service portal

What is used by Major Issue Management to create child cases for a major case?

• Recipient lists

• Customer Product lists

• Notify lists

• Account lists

When are child cases updated from the parent case?

• When the Sync scheduled jobs run

• Automatically upon update of parent

• Scheduled job

• Clicking on the Child Sync UI

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

• Allows access to multi-product line knowledge articles

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

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

• Allows access to knowledge articles based on customer's security access

Upon self-registration through the Consumer Service Portal, a record is created in: Choose 2 answers

• Consumer (csm_consumer)

• Contact (customer_contact)

• CSM User (csm_user)

• Consumer User (csm_consumer_user)

Best practices for importing quality data are: Choose 3 answers

• Do not consider cleaning data after migration

• Test quality of production data early

• Plan custom solution building for risky data

• Import data on each instance separately

• Commit resources to ensure clean data

What are the recommended guidelines for a customer during the scoping of data migration for a CSM project? Choose 3 answers

• The need for historic data does not mean it has to be in ServiceNow

• Custom integrations should not be considered for phase 1

• Recommended only current data for phase 1

• Ensure the Statement of Work is specific in both details and scope

• Migration is preferred over integration

During which Now Create stage are workshops conducted?

• Close

• Execute

• Initiate

• Deliver

• Plan