ServiceNow Customer Service Management Quiz 4

What do the Product Support Complaints and Onboarding case playbooks have in common?

• The become available when activating the Playbooks Automation application

• The solutions are shipped with the Playbooks for CSM SKU

• The are built on the CSM data model and case management features

• Activation is done via plugins by a system administrator

What does the Third-party data integration for Agent Workspace for CSM enable?

• Agents can view read only data from multiple third-party applications on forms and lists in Agent Workspace

• Workspace administrators can configure uni-directional data integrations between Agent Workspace and third-party applications

• Playbooks can apply bi-directional integrations between Agent Workspace and third-party applications

• Configurable IntegrationHub spokes to exchange data between Agent Workspace and third-party applications

What are some of the benefits of the CSM Mobile Application?

• Enable agents to track important case updates with native mobile experience

• Enable customers to create cases via mobile app

• Enable agents to update cases on a mobile device

• Faster resolution of issues and faster response to inquiries

• Faster implementation of CSM application solutions

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

• Recipient lists

• Notify lists

• Account lists

• Customer Product lists

Which predefined conversations are available for Customer Service Virtual Agent?

• Get Help with an Order

• Close Case

• Create Contact

• Check Case Status

• Get Help with an Asset

After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?

• Customer Service Initial Data Collection

• Customer Service Case Data Collection

• Customer Service Historic Data Collection

• Customer Service Daily Data Collection

What benefits can be gained by using the Customer Central feature in CSM Agent Workspace?

• Improve call resolution rates

• Improved visualization of customer information for agents

• Enable agents to focus on the customer issue, not on alt-tabbing

• Enable agents to engage with empathy

• Enable managers to see multiple dashboards in one location

What is the most efficient way to get cases to be closed automatically after a few days?

• Create a Scheduled job that looks at the resolved_at date

• Activate the Auto Close Resolved Cases flow

• Create a workflow associated with cases with a timer that changes the state after a few days

• Set the property glide.auto.close.cases.resolved to true

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 entitlements owned by a customer

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

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

• Allows access to multi-product line knowledge articles

Which table must be extended when creating a new case type?

• Case (sn_customerservice_case)

• Task (task)

• Case Task (sn_customerservice_case_task)

• Case Type (sn_case_type)