ServiceNow CSM Practice Exam 3

Which one of the following is NOT a ServiceNow CSM integration capability?

• REST Message

• Import Sets

• CAN Message

• Table API

What should be part of the pre-engagement collateral?

• Scoping Guide

• Frequently Asked Questions (FAQ)

• Stock Keeping Unit (SKU) and pricing sheet

• Customer Service roles template

Agents and managers cannot create knowledge articles from cases:

• True

• False

What is the difference between a customer and agent update on the Resolution Shaper?

• Customers are above, Agent is below

• Customers are below, Agent is above

Community is automatically enabled as part of the CSM plugin?

• True

• False

Admins can create 'asset contact relationships' containing: (select 3)

• The account that the asset belongs to

• The contacts from the partner account relationship

• The list of products contact owns

• All partners of the contact

• Any contacts added to these accounts, using contact relationship having the asset contact responsibility

What are the benefits of Proactive Service Operations? (choose 3)

• Service Monitoring

• Reduced Mean Time to Resolve

• Proactive Case

• Service-Aware-Install Base

• Major cases can be eliminated as there will be no impact to customers

Which roles are considered external? (choose 2)

• Customer Service Agent (sn_customerservice_agent)

• Partner Admin (sn_customerservice.partner_admin)

• Consumer Support Agent (sn_customerservice.consumer_agent)

• Customer Admin (sn_customerservice.customer_admin)

Who creates the registration code to enable self-registration requests for an account's contacts?

• Service Organizer Administrator

• Customer Service Manager

• Customer Admin

• System Administrator (admin)

CSM Administrators can delegate Contact Administration activities to specific contacts within accounts by assigning specific roles to one or more users. Which of the following roles, if assigned, would allow the user to create contacts?

• Customer Admin (sn_customerservice.customer_admin)

• Customer Case Manager (sn_customerservice.customer_case_manager)

• Customer Account Manager (sn_customerservice.customer_account_manager)

• Customer (sn_customerservice.customer)