Playbooks for CSM provide step-by-step guidance for resolving specific types of customer service cases. What are the three out-of-the-box playbooks for CSM? (Choose three.)

Case playbook for Product Support

As an agent you can report a knowledge gap, if you cannot find relevant articles that could help resolve a case. Which action is required to create the knowledge gap?

Use Related Links on the case form to report a knowledge gap

Document the knowledge gap in the case work notes and escalate the case

Post a question in one of the various Customer Service Management knowledge bases

Use the Create Knowledge button on the case form to report a knowledge gap

What feature does the Product Model and Catalog Items Relationship plugin enable?

It provides a contextual service catalog based on the customer’s subscribed services

Agents are automatically proposed catalog items related to the chosen product on the case form

Consumers can track what products they have purchased via the catalog

Customer service managers can track the financial cost of customer’s subscribed services and the related requests

What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?

The case work notes are updated automatically

The case escalates to an assignment group as defined in the default escalation template

The case action status changes to Related Task Updated

The case displays a special handling note highlighting the update

Application Scoping from a security perspective brings the following benefits: (Choose two.)

Improves instance security by limiting access to other applications on the instance

Scoping hold the records and acts as a container for the desired CSM applications

Scoped applications prevent versioning for complex instances

Scoped applications limits autonomy and control of all aspects of the CSM application

How can multiple service catalogs be made available on the Customer Service Portal?

Include them in the list of service catalogs on the Customer Service Portal record

Add them to the list of service catalogs in the Customer Service Portal header widget options

Only the Customer Service service catalog can be used on the Customer Service Portal

Create user criteria for each of the applicable service catalogs

Using the out-of-the-box major issue management process flow, a consumer service agent proposes an existing case in the Open state as a major case candidate. The major case candidate has a consumer defined and is approved by the customer service manager What happens to the major case candidate?

A new major case is created and the major case candidate is added as a child to the major case

The major case candidate becomes a major case

The major case candidate requires an approval from the major issue manager

The major case candidate is closed and a new major case is created

What are the recommended good practices when running implementation workshops? (Choose three.)

Give the customers the data they need so they can make an informed decision

Engage with customers to gain deep understanding of their organization

Guide the customer toward industry best practices

Any financial implication of a decision should be handled by the delivery and sales team

Enforce customers to adapt their processes towards the baseline processes

Which of the following are benefits of customer access management? (Choose two.)

It increases automation by automatically granting access to cases based on access to sold product

It improves the customer experience by enabling related parties to track and collaborate on cases.

It defaults the responsibility for access management to the customer service agent.

It increases security by automatically providing access to case information based on account hierarchy

It defaults the responsibility for access management to the customer.

What is knowledge article versioning?

The ability to manage and track article updates

A content tracker for knowledge articles

A knowledge article publishing guide

A knowledge article numbering guide

Which of the following roles have permission to create a relationship between a contact and an account? (Choose two.)

sn_customerservice.customer_admm

In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?

Asset management has different use cases for tracking specific products or services customers are using

The process of developing, operating, maintaining, upgrading, and disposing of assets in me most cost-effective manner

A generic activity or process responsible for tracking and reporting the value and ownership of assets throughout their lifecycle

It includes all of the data crucial to support customers as efficiently as possible

What is KCS (Knowledge Centered Services)?

A documented methodology to provide a set of best practices for creating and maintaining knowledge

A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management

A dashboard with specific visualization of the different knowledge bases and categories

An application that helps agents and managers to create cases from Knowledge articles

When creating or importing assets for CSM, model categories are used to: (Choose three.)

Define whether a Configuration Item (CI) is created when an Asset record is created or vice versa

Define a link between Asset classes and Configuration Item (CI) classes

Build a classification structure for product models

Model the configuration options for each product model being sold to customers

Viewing a customer’s install base in the CSM Workspaces enables customer service agents to: (Choose two.)

See the detailed configurations of the products and services deployed for a customer to determine the action needed

Trace Information provided in a case to the right product or service to which it relates

Close an upsell of related products and services not yet purchased by a customer

Monitor related operational services and configuration items that affect service health

Benefits of Proactive Customer Service Operations include: (Choose two.)

Reduced inbound calls from customers

Reduced Mean Time To Resolve (MTTR)

Major cases can be eliminated as there will be no Impact to customers

Guaranteed increase in customer satisfaction

What features are included with the Customer Service Portal? (Choose three.)

Header with links for different customer activities such as creating a case

Search feature to get information from several repositories

Links to information sources such as the knowledge base, community and customer support

Links to marketing promotions and product coupons

The ability to create new accounts

When are any changes to the platform considered a customization?

When there are business demands for custom functionality that is not offered out-of-the-box

When they require an implementation spread across all project phases

If they are NOT applied through the usage of built-in tools on the Now Platform

When they are solely implemented for a custom application

In the Customer Service Management space what defines the term asset?

A specific product instance supported for a customer

A product that a company supports

A resource that allows a business service

Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)

Register the sender of an email as contact

Create cases using email content in Outlook for the customer contact

Escalate a case on the add-m panel of Outlook

As the Microsoft Outlook user, register yourself as self-contributor

From a security perspective, scoping brings several benefits: (Choose two.)

Improves instance security by limiting accessibility to other applications on the instance

The scope holds the records and acts as a container for the desired Customer Service Management Applications

Provides CSM teams the autonomy and control needed to configure and manage the CSM application, but not the CSM Service Portals

IT can manage and control the pace of the CSM teams because dependencies have been put in place

Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?

Define Assignment Rules (How to assign work items)

Set the Agent Experience (What agents see in their Workspace inbox)

Define Work Item Queues (Where to route)

Configure Service Channels (What to route)

What action can be performed by a Partner Admin (sn_customerservice.partner_admin) and NOT by a Partner (sn_customerservice.partner) in the Customer Service Portal?

Can create and update contacts for their partner accounts

Can view assets belonging to their partner accounts

Can create, view, and edit cases for their partner accounts

Can resolve cases reported by their partner accounts

What is a household entity?

Group of consumers that usually share a common address and use services as a group

Group of users that usually share a common address and use services as a group

Group of people that usually share a common address and use services as a group

Group of customers that usually share a common address and use services as a group

ServiceNow CIS-CSM Mock Exam 3

Authored by Christopher Dalisay

Other

Professional Development

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MULTIPLE SELECT QUESTION

30 sec • 1 pt

Proactive Customer Service Operations works Event Management to proactively monitor and fix issues affecting customers. It can also trigger case workflow’s and enable organizations to notify customers whose services or products are impacted by an outage or issue. What are the three main components that make up Proactive Customer Service Operations? (Choose three.)

Proactive Prevention

Service-Aware Install Base

Service Reporting

Proactive Case

Service Monitoring

MULTIPLE SELECT QUESTION

30 sec • 1 pt

Which roles are considered external? (Choose two.)

Consumer Support Agent (sn_customerservice.consumer_agent)

Customer Admin (sn_customerservice.customer_admin)

Partner Admin (sn_customerservice.partner_admin)

Customer Service Agent (sn_customerservice_agent)

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

The default configuration automatically closes resolved Cases after how many days?

5 days

Cases are not automatically closed by default

3 days

10 days

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What do blue circles in the timeline of a case form represent?

Triggered SLAs

Activity updates

Customer comments

State changes

MULTIPLE SELECT QUESTION

30 sec • 1 pt

What are the different resource matching methods on the Matching Rule form? (Choose four.)

Scripted

Advanced

Selection Criteria

Simple

History

MULTIPLE SELECT QUESTION

30 sec • 1 pt

Which of the following child case states would cause parent - child case synchronization to fail? (Choose three.)

Resolved

Awaiting Info

In Progress

Closed

Cancelled

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals. Which of the following can they approve in relation to cases via the portals?

Request Records and Escalations

Change Records and Request Records

Problem Records and Escalations

Problem Records and Incident Records

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ServiceNow CIS-CSM Mock Exam 3

Which roles are considered external? (Choose two.)

The default configuration automatically closes resolved Cases after how many days?

What do blue circles in the timeline of a case form represent?

What are the different resource matching methods on the Matching Rule form? (Choose four.)

Which of the following child case states would cause parent - child case synchronization to fail? (Choose three.)

External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals. Which of the following can they approve in relation to cases via the portals?

Playbooks for CSM provide step-by-step guidance for resolving specific types of customer service cases. What are the three out-of-the-box playbooks for CSM? (Choose three.)

Based on which out-of-box attributes can Special handling Notes be applied to cases? (Choose three.)

As an agent you can report a knowledge gap, if you cannot find relevant articles that could help resolve a case. Which action is required to create the knowledge gap?

Access all questions and much more by creating a free account

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