ServiceNow CSM

Agents and managers cannot create knowledge articles from Community questions.

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• True

• False

Information about a customer’s service contract is found in Knowledge.

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• True

• False

From what places in SN can an agent create a case? (Choose three.)

• • Customer Service Application

• • Contact

• • Account

• • Chat

What are the conditions that matching rules are based on? (Choose two.)

• • Agent resources best suited to work on a case

• • Specific routing rules

• • Filters set up in advanced work assignment

• • Specific case attributes

Matching rules enhance assignment capability by ____________________.

• • Matching best agent by availability

• • Providing dynamic matching of cases to groups or individuals

• • Determining if account is a customer or partner

• • Matching best agent by skill

Special Handling Notes can apply to which one of the following based on specific attributes?

• • Domain

• • Contact

• • Holiday

• • VIP

Answer explanation

Use the Special Handling Notes application to create notes that bring important information about individual records to an agent’s attention. Special Handling Notes can apply to any of the following entities, based on specific attributes: Case Account Contact Product Model Asset

Predictive Intelligence improves Case management by:

• • Predicting what values should have gone into empty fields in historical records

• • Reducing the number of records needed to accurately predict a value

• • Replacing legacy routing rules

• • Predicting Case values without manual intervention

Answer explanation

Answer: D. Predicting Case values without manual intervention Explanation: From either Agent Workspace or the platform interface, agents can use this feature when creating cases by providing the short description. Based on the information entered in the Short description field, the Predictive Intelligence feature predicts the category, priority, and assignment group, and routes the case to the correct queue. Source: https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-management/concept/agent-intelligence-case-mgmt.html

Which of the following is a condition for matching rules?

• • Agent domain

• • Assignment

• • Switching

• • Specific case attributes

What do blue circles in the timeline of a case form represent?

• • Note

• • State

• • Activity

• • Comment

Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

• • Case Escalation

• • Case State

• • Case Categorization

• • Case Prioritization