CSM Quiz #6

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

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

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

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

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

• Partner Hours

• Certifications

• Matching Skills

• Availability Today

• Distance

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

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

Which feature sends an email notification containing a list of relevant knowledge articles to the case submitter and watchlist users associated with the case whenever a case is created?

• Trending Topics

• Auto-Responder

• Proactive Customer Service Operations

• Self-Service Analytics

Depending on the CSM application configurations, cases can be assigned to agents manually or by using auto-assignment. Which routing and assignment features leverage matching rules? (Choose two.)

• State Flows

• Assignment Workbench

• Assignment Rules

• CSM Workspace

What does Major issue Management use to identify all other customers impacted by a major case?

• Account lists

• Customer Product lists

• Notify lists

• Recipient lists