What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)

D efine the Business Pain Points

Have a clear understanding of the use cases

Define the number of hours needed to develop the associated requirements

Implementation is only as good as the underlying process

Provide consistent service to customers

What should be emphasized when designing solutions? (Choose three.)

Focus Out-of-the-box functionality

What role does the Engagement Manager play before the Workshop? (Choose two.)

Assists with technical requirements

Provides answers to technical problems

What should be part of the pre-engagement collateral?

Frequently Asked Questions (FAQ)

Customer Service roles template

S tock Keeping Unit (SKU) and pricing sheet

Articles can provide the following: (Choose three.)

Document current and known issues

Provide answers and responses to common issues or questions

Information about customer’s service contract

Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

Entering question in portal only

Both portal question entry and Record Producer

Which of the following are true regarding integrating a ServiceNow Knowledge base with external content? (Choose two.)

Only applications that allow WebDAV connections can be integrated

The imported article will have the same category it had in the source knowledge base

Imported external articles appear as attachments in ServiceNow

SharePoint blocks this integration

What are some benefits that Knowledge Product Entitlement provide? (Choose three.)

Makes it easier for Agents to manage case volume

Allows access to Knowledge Articles that are related to products owned by a customer

Information about customer’s service contract

What are the characteristics of Knowledge Categories?

Shareable across KBs: No ; Multi-Level: Yes

Shareable across KBs: Yes ; Multi-Level: No

Shareable across KBs: No ; Multi-Level: No

Shareable across KBs: Yes ; Multi-Level: Yes

Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

Create cases on behalf of customers

Create requests on behalf of customers

Manage cases on behalf of customer service agents

Manage requests on behalf of customer service agents

Manage major incident communication on behalf of a customer service manager

What is the purpose of a Catalog Item variable?

Allows the customer or consumer to qualify their answer

Grants the customer the opportunity to ask a question

Opens a wizard to help a customer fill in a case form

Guides a customer by providing hints on case forms

What are features of Customer Service Management? (Choose two.)

Real-time SLAs & Skills-based routing

Demand Management & Timed Audits

Which of the following are true regarding the Community Portal application? (Choose two.)

It is available to any customer with a Community license

Most of the configuration does not require System Administrator role

It is available by default with the Support and Service portals

It is only available to CSM license holders

What is required to enable the Follow the sun field on the Customer Service Case form?

The value property on the form must be set to true and the field added to the case form

Nothing, it is a standard field

The value property on the form must be set to true

The plugin ‘com.snc.csm_time_recording’ needs to be activated

In the Customer Service Management space, what does the term asset management mean?

Tracking products or services customers are using

Financial, contractual and inventory information of assets

A set of business activities and processes used to track assets

Tables in the Asset application

Which of the following roles cannot update a consumer’s record?

sn_customerservice.consumer_agent

What is required to synchronize fields from a parent to a child case(s)?

Major Issue Management needs to be installed and certain properties enabled

The advanced plugin ( com.sns.pa .customer_service_advanced) needs to be activated

No action required, this is a standard Customer Service Management feature

The role of sn_customerservice.customer_case_manager must be assigned

If the CSM Demo Data Plugin has been installed what are two options either of which will prepare that instance to be used as part of the release path to production? (Choose two.)

Remove the Demo Data via a HI Request

Clone back to this instance from a valid instance

What criteria can be used to determine when a new inbound case should be opened?

When a customer has a question or issue to resolve

When an internal problem occurs

When we have new marketing material for a customer

dgQIR

Quiz

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Computers

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Professional Development

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Mico Manalo

Used 4+ times

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239 questions

Show all answers

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Agents and managers cannot create knowledge articles from Community questions.

true

false

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Information about a customer’s service contract is found in Knowledge.

true

false

MULTIPLE SELECT QUESTION

45 sec • 1 pt

From what places in SN can an agent create a case? (Choose three.)

Customer Service Application

Contact

Account

Chat

MULTIPLE SELECT QUESTION

45 sec • 1 pt

What are the conditions that matching rules are based on? (Choose two.)

Agent resources best suited to work on a case

Specific routing rules

Filters set up in advanced work assignment

Specific case attributes

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Matching rules enhance assignment capability by ____________________.

Matching best agent by availability

Providing dynamic matching of cases to groups or individuals

Determining if account is a customer or partner

Matching best agent by skill

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Special Handling Notes can apply to which one of the following based on specific attributes?

Domain

Contact

Holiday

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Predictive Intelligence improves Case management by:

Predicting what values should have gone into empty fields in historical records

Reducing the number of records needed to accurately predict a value

Replacing legacy routing rules

Predicting Case values without manual intervention

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239 questions

Agents and managers cannot create knowledge articles from Community questions.

Information about a customer’s service contract is found in Knowledge.

From what places in SN can an agent create a case? (Choose three.)

What are the conditions that matching rules are based on? (Choose two.)

Matching rules enhance assignment capability by ____________________.

Special Handling Notes can apply to which one of the following based on specific attributes?

Predictive Intelligence improves Case management by:

Which of the following is a condition for matching rules?

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

Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

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