CSM Quiz #7
Authored by Dustin Sizemore
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36 questions
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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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