CSM Quiz #7

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

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

• In Progress

• Open

• New

• Solution Rejected

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

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

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

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

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)

What are benefits of me Conversation History feature? (Choose two.)

• Shorter calls for agents by reducing the time to search for information

• A customized admin chat toolbar with emojis for agents to use in chat messages

• Improved customer satisfaction as agents can respond to and resolve customer issues faster

• Better language management by flagging key words and alerting chat managers when agents use one or more of those words

What is the benefit of a phased release approach?

• Team members schedules are able to synchronize

• More time to develop stories

• Working across multiple systems of record

• Delivery of core functionality quickly

On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)

• Partner admin

• Partner contact

• Customer admin

• Customer contact