
CSM Quiz #6
Authored by Dustin Sizemore
Computers
Professional Development

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33 questions
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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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