CSM Quiz #7

CSM Quiz #7

Professional Development

36 Qs

quiz-placeholder

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CSM Quiz #7

CSM Quiz #7

Assessment

Quiz

Computers

Professional Development

Practice Problem

Hard

Created by

Dustin Sizemore

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36 questions

Show all answers

1.

MULTIPLE SELECT QUESTION

30 sec • 1 pt

Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)

Create Contact

Check Case Status

Close Case

Get Help with an Order

Get Help with an Asset

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What will be the state of a case after a customer rejects the solution proposed by an agent?

In Progress

Open

New

Solution Rejected

3.

MULTIPLE SELECT QUESTION

30 sec • 1 pt

Which of the following statements is correct with regards to partners vs. third-parties in ServiceNow’s CSM application? (Choose two.)

A partner will own the relationship with their customer

A partner and a third party are the same in ServiceNow’s CSM application

A partner does not own the relationship with a customer. This relationship is owned by the organization they are partnering

A partner is an organization that has been contracted to sell products and services they have actually purchased from another organization

A partner does not own any of the products or services provided by their partnering organization, instead they help to sell, deliver and support them on their behalf

4.

MULTIPLE SELECT QUESTION

30 sec • 1 pt

Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)

Skills

Availability

Capacity

Shifts

Experience

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Installing the Customer Service Management plugin activates:

Only one other plugin - Field Service Management Plugin

No other Plugins

Only two other plugins - Portal and Case Management

Many other plugins at the same time

6.

MULTIPLE SELECT QUESTION

30 sec • 1 pt

From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case? (Choose three.)

Account

Incident

Customer Service Application

Special Handling Note

Chat

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which table must be extended when creating a new case type?

Case (sn_customerservice_case)

Case Task (sn_customerservice_case_task)

Task (task)

Case Type (sn_case_type)

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