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WorksheetsServiceNow CIS CSM Exam (MSC)
Total questions: 131
Worksheet time: 2hrs 11mins
What is the name of scheduled job that runs on expiring special handling notes?
Deactivate
Deactivate special handling notes
Stop special handling notes
Check special handling notes
What is the advantage of using Matching rule criteria?
Able to filter on availability
Able to filter on skills
Dynamically assign cases to users or groups
What questions are we trying to answer for functional requirements? (Select 4 options)
Who is the owner?
What are the inputs?
What are the outputs?
Are there any use cases, or examples?
What problem are we trying to solve?
Which one is NOT an integration capability of ServiceNow?
Table API
REST Message
Import Set
CAN Message
Which status does a case get when the customer is asked for extra information?
Awaiting info
Info req
Open
Describe if the following scenario is a B2B or a B2C
"The hospital Saint blabla has an issue with phones, they open a case in the customer service portal for the product"
B2B
B2C
Is the plugin 'KPI for communities' automatically installed with the communities plugin?
Yes
No
Which plugin is needed for the openframe Twilio integration?
Notify
Connect
Telephone
Field Service Management
Agent and manager CANNOT create knowledge from customer question.
True
False
How is units entitlement measured? (Select two that apply)
Per hour
Per Unit
Number of units left
Per Case
Which channels for opening a case are available OOTB from the Customer Service Portal? (Pick two)
Web
Chat
Social
If consumer registers on CSP, in which tables is it created (select all that apply)
Csm_consumer
Sys_user
Csm_consumer_user
Something else
What are considered external roles
Sn_customerservice_agent
Sn_customerservice.consumer_agent
Sn_customerservice.partner_admin
Sn_customerservice.customer_admin
A customer can see which of the following menu items on the Customer Service Portal OOTB? (Select 3)
Contacts
Create Cases
Assets
Publications
What are the matching criteria for agent recommendation? (select 4)
Availability today
Last Assigned
Matching skills
Assigned cases
Distance
What do blue circles in timeline in case form represent?
States
Activity
Comments
Work notes
What can you do offline with the Field Service Management mobile? (Select 3)
Execute assigned tasks
Manage Assets
Close work orders
Manage Cases
Manage Products
A partner can view or edit existing cases for their own account or for customer accounts.
True
False
What should be made available for the pre-engagement collateral?
User roles template
Scoping guide
FAQ
Managers can create social profiles for which entities? (Select 3)
Accounts
Contacts
Consumers
Products
Which role is NOT inherited with sn_customerservice. customer_case_manager?
sn_customerservice.customer
snc_external
sys_admin
What is a feature of Knowledge categories?
Shareable across KBs: No; Multi-Level: No
Shareable across KBs: No; Multi-Level: Yes
Shareable across KBs: Yes; Multi-Level: No
Shareable across KBs: Yes; Multi-Level: Yes
Agents and managers cannot create knowledge articles from Community questions.
True
False
Information about a customer’s service contract is found in Knowledge.
False
True
From what places in SN can an agent create a case? (Choose three)
Customer Service Application
Contact
Account
Chat
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
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
Special Handling Notes can apply to which one of the following based on specific attributes?
Domain
Contact
Holiday
VIP
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
Which of the following is a condition for matching rules?
Agent domain
Assignment
Switching
Specific case attributes
What do blue circles in the timeline of a case form represent?
Note
State
Activity
Comment
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two)
Case Escalation
Case State
Case Categorization
Case Prioritization
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two)
Apply Role by Customer
Auto Assessment
Change Update to Close
Update Case Entitlement
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four)
Define the Business Pain Points
Provide consistent service to customers
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
What should be emphasized when designing solutions? (Choose three)
Minimize customizations
Focus Out-of-the-box functionality
Design for Scalability
Mobile friendly functionality
What role does the Engagement Manager play before the Workshop? (Choose two)
Project Manager
Acts as intermediary
Provides answers to technical problems
Assists with technical requirements
What should be part of the preengagement collateral?
Frequently Asked Questions (FAQ)
Scoping Guide
Customer Service roles template
Stock 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
Share product information
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
Entering question in portal only
Record Producer only
Both portal question entry and Record Producer
None of the above
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content? (Choose two)
Imported external articles appear as attachments in ServiceNow
Only applications that allow WebDAV connections can be integrated
The imported article will have the same category it had in the source knowledge base
SharePoint blocks this integration
Access to a Knowledge base or Article can be restricted based on a customer’s assets and the product models using which of the following? (Choose two)
Knowledge Product Entitlements
Data Policy
ACL
User Criteria
What are some benefits that Knowledge Product Entitlement provide? (Choose three)
Reduces call volume
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: Yes ; Multi-Level: No
Shareable across KBs: No ; Multi-Level: Yes
Shareable across KBs: No ; Multi-Level: No
Shareable across KBs: No ; Multi-Level: No
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two)
Manage cases on behalf of customer service agents
Create cases on behalf of customers
Manage requests on behalf of customer service agents
Create requests on behalf of customers
Manage major incident communication on behalf of a customer service manager
What is the purpose of a Catalog Item variable?
Allows the customer to ask a question
Provides hint to the user on the field
Opens a chat session with customer support
Allows the customer or consumer to qualify their answer
What one of the following is optional when creating a Catalog workflow?
Publishing the workflow
Defining workflow activities
Approving the workflow
Managing workflow versions
What module is used to create Case Record Producers?
Case Record Producers
Edit Records
Record Producers
Maintain Records
Which one is NOT a dependency for the Customer Service Plugin?
Task Activities
Skills Management
Openframe
Communities
ACME corporation wants to use ServiceNow CSM for supporting their customers through Twitter. What CSM entity would you recommend ACME to store the customer’s Twitter profile details?
Account
Not supported
Consumer
Social Profile
Personnel File
Which social media channels are NOT available out-of-box?
All of the above
None of the above
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
Selecting all the groups
Selecting none of the groups
Missing configuration
Misconfigured
How many outbound email accounts are supported in Customer Service Management?
One
Unlimited
Two
One per business service
What are features of Customer Service Management? (Choose tree)
Timed Audits
Service Entitlements
Demand Management
Service Prospecting
"Real-time SLAs" and "Skills-based routing"
What are the Forum User Types? (Choose three)
Admin
Registered
Public
Custom
Moderator
Which of the following are true regarding the Community Portal application? (Choose two)
It is available to any customer with a Community license
It is available by default with the Support and Service portals
It is only available to CSM license holders
Most of the configuration does not require System Administrator role
If only one user reports a content for moderation, the content will be hidden.
True
False
The available case types are: (Choose two)
Product Support
Order
Product
Support
What is required to enable the Follow the sun field on the Customer Service 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
The plugin ‘com.snc.csm_time_recording’ needs to be activated
In the Customer Service Management space, what does the term asset management mean?
Financial, contractual and inventory information of assets
A set of business activities and processes used to track assets
A set of business activities and processes used to track assets
Tracking products or services customers are using
Which of the following roles cannot update a consumer’s record?
sn_customerservice_agent
sn_customerservice_manager
sn_customerservice.consumer_agent
admin
Major Issue Management uses which one of the following capabilities?
Governance Risk and Control
Targeted Communications
Asset management
Record producers
What is required to synchronize fields from a parent to a child case(s)?
The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
Major Issue Management needs to be installed and certain properties enabled
No action required, this is a standard Customer Service Management feature
The role of sn_customerservice.customer_case_manager must be assigned
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three)
Manage requests
Execute assigned tasks
Close work orders
Manage cases
Manage assets
Information in the Case Field ‘Contact’ is copied to which Incident Field?
Contact
User
Customer
Caller
How many active OpenFrame configurations can you have on an instance?
2
Unlimited
1
3
What are common types of application record data that are imported during a CSM data migration? (Choose two)
Knowledge Article
Accounts
Chat
Case
Which are the key self-service functions of the Customer Support Portal? (Choose three)
Community
Knowledge Base
Open An Incident
Service Catalog
Which of the following are channels? (Choose two)
Contacts
Web
Chat
Article
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?
Open an incident
Viewing knowledge articles
Live chat
Consumer self-registration
The Customer Support Portal default configuration provides the following channels to interact with customers? (Choose two)
Web
Social
Chat
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.
True
False
Read the use case below to determine if the customer service relationship is B2B or B2C.
Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage is local to the customer and scheduled a technician to Mary’s house.
B2C
B2B
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)
Zboot the instance
Disable the Case Interceptor
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 new customer is created
When an internal problem occurs
When a customer has a question or issue to resolve
When we have new marketing material for a customer
From a service provider’s perspective, is the following a product or an asset? A cable modem model that the service provider sells.
Product
Asset
Entitlements specify the level of service provided to customers.
False
True
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
True
False
Which of the following are best practice with regard to data imports? (Choose two)
When importing to multiple instances import to each instance separately.
Use ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather than in the legacy repository.
Ensure the field data lengths in ServiceNow are adequate for the imported data because ServiceNow does not automatically adjust the length.
Images embedded in Knowledge Articles should be uploaded separately.
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
True
False
Which application enables customers to manage complex projects with multiple tasks and provide end-users with visibility into these projects by being integrated with Project Portfolio Suite with Financials?
Customer Project Management
Case playbook for Product support
Financial Management
Portfolio Management
Which is the minimum role required to create a case for an account consumer from platform or CSM workspaces to track issues?
Account Contact (sn_customerservice.customer)
Customer Service Agent (sn_customerservice_agent)
Customer Service Manager (sn_customerservice_manager)
Account Consumer (sn_acct_consumer.consumer)
Which statement is NOT true about browser support for the ServiceNow CSM Workspaces?
Browser support varies for each versión of the user interface.
ServiceNow workspaces are supported by latest public reléase of Chrome and Firefox.
Mobile phone browser can also support the desktop version of the UI.
ServiceNow workspaces do not support Internet Explorer or Microsoft Edge.
What feature in the contextual side panel of the CSM Configurable Workspace enables an agent to create a contact or consumer?
Interaction Wrap-up
Lookup and verify
Scheduling
Conversation Autopilot
What feature in the contextual side panel of the CSM Configurable Workspace enables an agent to create a contact or consumer?
Process Optimization
Schedule adherence
Workspace
Portfolio Management
Which of the following can be supported by the B2B2C complex business model? Select 2 Answers from the below options.
Employees of a business customer
Internal consumers of the company
Direct customers of the company
End consumers of a business customer
What is the purpose of the Conversation Autopilot in the CSM application? Select 4 Answers from the below options.
Make user of autopilot quick actions to invoke Virtual Agent topics
Improve customer experience
Automatically create a new contact or consumer record
Enable Agents to multitask and transfer control of a live chat to a Virtual Agent
Increase angent productivity
What is the purpose of the Conversation Autopilot in the CSM application? Select 4 Answers from the below options.
Make user of autopilot quick actions to invoke Virtual Agent topics
Configure an optional “Wrap Up” state for interactions
or Build complex business modelsImprove customer experience
Enable Agents to multitask and transfer control of a live chat to a Virtual Agent
Increase angent productivity
How can you guide your customer service agents to resolve the issues more efficiently? Select 2 Answers from the below options.
By enabling self-service
By using decision trees
By suggesting to purchase a new producto
By configuring the next best action
By appliying multi-level relationships
Which of the following playbooks is used to guide agents through the steps that are needed to resolve product issues?
Case playbook for Onboarding
Playbooks for Custome Service Management
Case playbook for Product Support
Case playbook for Complaints
Which feature in the CSM workspaces enables agents to complete tasks such as posting work notes and updating record information before moving to other work items?
Next Best Action
Interaction Wrap Up
Simple guidance sub-flow
Conversation Autopilot
Scheduling
Which of the following features in the Workforce Optimization for Customer Service can be used to monitor your team’s conformity with the schedules?
Profanity filter
Interaction Wrap Up
Shchedule adherence
Next Best Action
Conversation Autipilot
Which ServiceNow application complements the CSM and is best for the support agents to record details on assigned tasks like completion status, travel time to jobs, and time spent?
Project Portfolio Management
Field Service Management
Knowledge Management
Event Management
Which of the following actions CANNOT be taken from the CSM workspace form ribbon?
It enables agents to use links to place calls or create emails.
It enables agents to include a timeline and SLA details.
It can provide agents with a quick overview of the case details.
It enables agents to add/remove a customer or consumer record.
Which statement is NOT true about the benefits of using the Customer Data Models for B2B2C?
They increase business cost by enabling self-service for various relationships (B2B, B2B2C, B2B2E).
They support complex business models with multi-level customer relationships.
They enable service providers to have a complete view of the end consumers where they hold the relationship as direct customers (B2C) or through a business customer (B2B2C).
They enable service providers to manage all interactions and cases when the end consumer needs customer service.
How Scheduling supports agents in Workforce Optimization for Customer Service?
All options are correct.
Approve or reject agents’ time-off and shift-swap requests.
Add ad-hoc work shifts by using the team calendar.
Create shift and Schedule plans for agents.
Track and manage the teams’ schedules.
With the Field Service integration with Customer Service Management, which of the following tasks can be performed? Select 3 Answers from the below options.
Customers and consumers can vie case-related works order from the Customer Service and Consumer Service Portals.
Customer service agents can resolve cases with knowledge content.
Customer service agents can create work orders from cases in the Customer Service Management (CSM) application.
It provides alert aggregation and root cause analysis (RCA) for discovered services, application services, and automated alert groups.
Efficiently manage technicians and tasks base on location.
Which ServiceNow application enables you to connect, engage, and collaborate with your employees, customers, partners, and prospects?
Domain separator
Performance Analytics
Flow Designer
Communities
Workforce Optimization
Which feature in the contextual side panel of the CSM Configurable Workspace provides customer service agents easy access to the information they need?
Dynamic related records
Conversation Autopilot
Profanity filter
Next Best Actions
Which of the following statements is NOT true regarding the Customer Project Management plugin in Customer Service Management?
Customer Service agents can activate this plugin and integrate it with other applications.
Customers can provide end-users with visibility into their projects and tasks.
Customers can user this plugin to create projects and Project tasks for their accounts.
The plugin enables end-users to take additional action from the Customer Service Portal.
This plugin integrates with the ServiceNow PPM Standard application.
Which statement is true about how the Conversation Autopilot in the CSM enables the agents to multitask?
It automatically protects brand values using profanity filters to avoid inappropiate language from reaching customers.
It uses quick actions to invoke Virtual Agent topics that the requester will interact with while the Agents work on other items.
It displays all the related records on the contextual side panel in the CSM configurable workspace.
It enables public chats with requesters, therefore, allowing other customer to receive an answer to their questions.
What role is required to accept a chat request on the CSM workspaces and create a case from the chat interaction? Select 2 Answers from the below options.
sn_customerservice.customer
sn_customerservice_agent
sn_acct_consumer.consumer
awa_agent
Which of the following statement is true about using the Lookup and verify feature in the Contextual side panel of the CSM Configurable Workspace? Select 3 Answers from the options below.
If an anget can’t find a contact or consumer, they can create a record for that user.
Before saving an interaction record, agents can select the “Verify Contact” or the “Verify Consumer” option.
Agents can search for contacts and consumers by entering the firs few digits of a case number.
After verifying a user’s information, agents can populate that information on the interaction record.
What plugins need to be activated to use the Customer Service Management quick start tests for customer orders? Select 2 Answers from the below options.
Customer Service with Service Management (com.sn_csm_sm)
Customer Service with Request Management (com.sn_csn_sm_request)
Customer Service Management for Orders (com.sn.csm.order)
Customer Service Management Demo Data (com.snc.customerservice.demo)
Customer Service Portal (com.glide.service-portal.customer-portal)
How can you fine-tune the guidance to your customer service agents by assigning weights to the actions? Select 2 Answers from the below options.
By re-assign them
By frequency of issues
By peer-reviewing them
By order of priority
Which AWA service channels can be used by Customer Service Management? (Select three)
Walk-up
Chat
Case
Telephony
Which of the following is included in an account relationship record? (Select two)
A source account, selected in the Account From field
A target account, selected in the Account To field
A contact, selected in the Contact Name field
A location, selected in the Location field
What is the final state of a case?
Resolved
Resolution Accepted
Completed
Closed
Which methodology is used by ServiceNow to manage Customer Service Management implementation projects?
Agile
SIM
Now Create
OCM
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer
Service.
True
False
Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can:
Options are :
Escalate the chat to virtual agent
Create a record, such as an incident or a case
Escalate the chat to another agent
Respond to questions
_____________________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.
Partner [sn_customerservice.partner]
Agent [sn_customerservice_agent]
Consumer Agent [sn_customerservice.consumer_agent]
Agent manager [sn_customerservice_manager]
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :
sn_shn.max_num_alerts
sn_shn.note_preferences
sn_shn.popup_width
Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
Options are :
Maybe
No
Yes
How many phases has Now Create?
initiate, execute, deliver, close
initiate, execute, develop, close
initiate, plan, execute, deliver, close
start, plan, execute, deliver, close
In what phase do we do the workshops?
initiate
plan
execute
deliver
close
What are the Case types?
Product
Order
Support
Custom
What is the name of the flow designer to automatically close the case?
Auto close resolved case
Auto close case
Case Close Flow
Default Flow
What is the name of the Playbook for CSM?
Case Playbook for Onboarding
Case Playbook for Complains
Case Playbook for Product Support
Case Playbook Customer
What is the default value when creating a case from the catalog?
Web
Chat
Matching criteria exist for CSM
Avsailability Today
Matching skills
Asigned Case
Last Assigned
All
What happens if we change the status of an incident linked to a case?
Only state field is changed
A work note is added
An additional comments is added
The system show an error
What status prevents the synchronization of a child case if it is linked to a major?
resolved, closed, cancelled
resolved, closed
resolved, cancelled
in progress, resolved, closed
If I want to create a new type of case which table I have to extend?
Case table (sn_customerservice_case)
Task table (task)
You can't do it
Case table (task_case)
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
Which of the following is a condition for matching rules?
Agent domain
Assignment
Switching
Specific case attributes
What are some benefits that Knowledge Product Entitlement provide? (Choose three)
Reduces call volume
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
whats is this feature “Use the feature to provide periodic updates and resolution information about high priority customer service cases to customers and internal stakeholders” ?
Case digest
Targeted Communications
Next Best Action
Playbooks
What are the two types of escalation templates?
Case
Account
Product
Contact
Where can we apply a user criteria?
catalogs, categories, item
catalogs, categories, subcategories
item
catalogs
Is the asset table the same on CSM and ITSM?
True
False
In which state is a case which is refused by the customer?
Open
In progress
Awaiting Info
New
