CSM Quiz #4

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

• 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

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

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

• The case work notes are updated automatically

• 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

• Scoped applications prevent versioning for complex instances

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

• 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

Now Create provides a prescriptive methodology, leading practices, and accelerators to help with ServiceNow implementations and upgrades. How many sequential project phases and exit gates are there in the Now Create Methodology?

• Three

• Five

• Four

• Six

From which one of the following can an agent create a CSM Case:

• Human Resource Application

• Incident Management

• Chat

• Special Handling Note

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?

• The major case candidate becomes a major case

• A new major case is created and the major case candidate is added as a child to the 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 types of escalation templates can be created? (Choose two.)

• Case

• Sold Product

• Consumer

• Account

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

• 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

• Engage with customers to gain deep understanding of their organization

• Guide the customer toward industry best practices

What is the specific type of catalog item called that allows users to create task-based records, such as case records, from the Service Catalog?

• Request Item

• Record Producer

• Catalog Processor

• Case Template