CSM Quiz #6

CSM Quiz #6

Professional Development

33 Qs

quiz-placeholder

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CSM Quiz #6

CSM Quiz #6

Assessment

Quiz

Computers

Professional Development

Practice Problem

Hard

Created by

Dustin Sizemore

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33 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

User criteria records may be applied to which knowledge items?

Knowledge Base and Category

Knowledge Base Category and Article

Knowledge Base and Article

Knowledge Base

2.

MULTIPLE SELECT QUESTION

30 sec • 1 pt

What are the three main components that make up Proactive Customer Service Operations? (Choose three.)

Service-Aware CMDB

Service-Aware Install Base

Service Monitoring

Service Reporting

Proactive Prevention

3.

MULTIPLE SELECT QUESTION

30 sec • 1 pt

What are the three out-of-the-box playbooks for CSM? (Choose three.)

Case playbook for Onboarding

Case playbook for Billing

Case playbook for Accounts

Case playbook for Product Support

Case playbook for Complaints

4.

MULTIPLE SELECT QUESTION

30 sec • 1 pt

Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance? (Choose two.)

XML unloads

Plugins

Store Apps

Update Sets

5.

MULTIPLE SELECT QUESTION

30 sec • 1 pt

What are available matching criteria for case assignment in Customer Service Management? (Choose three.)

Partner Hours

Certifications

Matching Skills

Availability Today

Distance

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is the purpose of the sidebar feature in CSM Configurable Workspace?

Enables agents to keep information regarding details of the case visible at all times

Enables agents to access response templates to help them resolve cases faster and more efficiently

To enable agents to collaborate with other agents or Subject Matter Experts (SMEs) in real-time for faster case resolution

Enables managers to discreetly monitor chats between agents and customers

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is the specific type of catalog item that allows users to create any type of task, such as cases, from the Service Catalog?

Request Item

Service Catalog Request

Record Producer

Catalog Item

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