Font size
WorksheetsCIS - CSM Exam 2
Total questions: 75
Worksheet time: 6hrs 15mins
What is a supported external customer that, in turn, sells to and supports one or more customers?
Partner
Account
Contact
Consumer
Customer Service Trending Topics is a capability that enables companies to use Predictive Intelligence to quickly pinpoint factors driving up case volume and act to mitigate them. Which of the following would be a benefit of using Predictive Intelligence Customer Service Trending Topics?
Eliminate the need for more traditional performance analytics
Auto-generate clusters of cases that point to similar underlying issues
Create root cause solutions for similar cases
A guaranteed reduction in call volume per month
Which ServiceNow applications can be integrated out-of-the-box with CSM? (Choose three.)
Service Portfolio Management
Project Management
DevOps
Risk Management
ITOM Event Management
Which of the following are benefits that may be gained from using communities? (Choose three.)
Reduce support costs
Engagement with Customers
Get product feedback
Reduce cost per sales
Increase marketing effectiveness
What is a case?
An individual record that handles and resolves incidents for external customers
An individual record that is used to identify and create automation opportunities
An individual record that is used to identify and resolve a question or issue for an external customer
An individual record that handles and routes issues for internal users
External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:
WebDAV-versioned
Web-configurable
WebDAV-compliant
Web-based
An Account Relationship is based on a defined account relationship hype. Users with the System Administrator role can define two types of relationships: (Choose two.)
Partner-to-customer
Account-to-customer
Account-to-account
Customer-to-Consumer
Partner-to-account
Which knowledge records can be configured with User Criteria?
Knowledge Base
Knowledge Base and Category
Knowledge Base, Category and Article
Knowledge Base and Article
When the virtual agent plugin is installed NLU is activated but is not available for use until what two configurations are completed? (Choose two.)
Choose the NLU service provider
In the NLU Settings configure the Intent confidence threshold
Enable NLU in Virtual Agent
In the NLU Settings configure the Entity confidence threshold
An entitlement defines the types of support a customer receives. Entitlements are based on a number of standard fields such as product and asset. When Proactive Customer Service Operations is implemented which additional fields could be used? (Choose two.)
Contact
Configuration Item
Business Service
Install base item
Sold product
When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?
Allows access to knowledge articles based on customer’s security access
Allows access to knowledge articles that are related to entitlements owned by a customer
Allows access to multi-product line knowledge articles
Allows access to knowledge articles that are related to products owned by a customer
Advance Work Assignment assigns work to agents based on their availability, capacity, and skills. Agent Affinity enhances the Advanced Work Assignment process by adding additional agent details organized by affinity type. Which of these are these affinity types? (Choose three.)
Skill seniority
Account team responsibility
Historical
Related task
Product expertise
In Agent Workspace Chat, Agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?
Rejects an incoming chat and moves it automatically to the “General” queue
Routes the chat towards another group
Uses response templates to insert as text in a conversation
Rolls up the current chat history towards an existing case
Name a security benefit gained from using scoped applications:
Prevents changes to tables without explicit permission from IT
Prevents third party integrations
Limits accessibility to other applications in the instance
Limits the number of update sets that can be applied
The CSM application has a feature that can be used to filter records in CSM-related tables which are accessible by users with CSM roles. This feature makes it unnecessary to create business logic for those persona access the data. What is this feature?
CSM Query Rules
Data Policies
Filtered Lists
Access Types
In Advanced Work Assignment, what does the overflow assignment capability do, if defined?
When one support group reaches capacity the work item is automatically routed to another group
Uses matching and assignment rules to send work items to the agent with the highest availability
Routes cases to different groups based on their skill set and availability
Uses matching and assignment rules to send work items to the agent with the most capacity
Which role must B2B and B2C customers obtain, at a MINIMUM, to access to a ServiceNow instance?
External (snc_external)
Account Contact (sn_customeservice.account_contact)
Customer (sn_customerservice.customer)
Case Creator (sn_customerservice.case_creator)
Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?
Close Cases in Resolved state
Auto Close Resolved Cases
Resolved to Close State
Move Resolved Cases to Closed
What role can be assigned to employees who are not fulfillers, such as those in sales and services, or do not have other CSM-specific roles, but have a need to create cases on behalf of customers?
Consumer (sn_customservice.consumer)
Customer (sn_suctomservice.customer)
External (snc_external)
Proxy Contact (sn_customservice.proxy_contact)
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.)
Service-Aware Install Base
Service Reporting
Proactive Case
Service-Aware CMDB
Service Monitoring
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)
The default configuration automatically closes resolved Cases after how many days?
5 days
Cases are not automatically closed by default
3 days
10 days
What do blue circles in the timeline of a case form represent?
Triggered SLAs
Activity updates
Customer comments
State changes
What are the different resource matching methods on the Matching Rule form? (Choose four.)
Scripted
Advanced
Simple
Skill
Selection Criteria
Which of the following child case states would cause parent - child case synchronization to fail? (Choose three.)
Resolved
Closed
Cancelled
In Progress
New
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 Escalations
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 Onboarding
Case playbook for Services
Case playbook for Product Support
Case playbook for Complaints
Case playbook for Billing
Based on which out-of-box attributes can Special handling Notes be applied to cases? (Choose three.)
Service Contract
Install Base Item
Product
Account
Contact
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?
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 Related Links on the case form to report a knowledge gap
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?
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
It provides a contextual service catalog based on the customer’s subscribed services
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 escalates to an assignment group as defined in the default escalation template
The case work notes are updated automatically
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
Scoped applications prevent versioning for complex instances
Scoping hold the records and acts as a container for the desired CSM applications
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
Now Create provides a prescriptive methodology, leading practices, and accelerators to help with ServiceNow implementations and upgrades. How many sequential project phases and exit gates are there in the Now Create Methodology?
Three
Five
Four
Six
From which one of the following can an agent create a CSM Case:
Human Resource Application
Incident Management
Chat
Special Handling Note
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?
The major case candidate becomes a major case
A new major case is created and the major case candidate is added as a child to the 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 types of escalation templates can be created? (Choose two.)
Case
Sold Product
Consumer
Account
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
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
Engage with customers to gain deep understanding of their organization
Guide the customer toward industry best practices
What is the specific type of catalog item called that allows users to create task-based records, such as case records, from the Service Catalog?
Request Item
Record Producer
Catalog Processor
Case Template
Out-of-box, which functionality handles state transitioning for case management?
Workflows
State Flows
Business Rules
Flows
Which of the following are benefits of customer access management? (Choose two.)
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 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.
What are the advantages of leading indicators over lagging indicators? (Choose two.)
Hard to influence
Prospective
Retrospective
Easy to influence
Customer Service Management 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 case manager (sn_customerservice.customer_case_manager)
Customer account manager (sn_customerservice.customer_account_manager)
Customer admin (sn_customerservice.customer_admln)
Customer (sn_customerservice.customer)
What is knowledge article versioning?
A content tracker for knowledge articles
A knowledge article publishing guide
The ability to manage and track article updates
A knowledge article numbering guide
Service providers use business models to support their various customers. What type of customer is supported with the Business-to-Consumer (B2C) model?
Individuals
Partners
Contacts
Accounts
When configuring email in Communication Channels, how many outgoing email addresses are supported?
One
Two
Three
Unlimited
Which of the following roles have permission to create a relationship between a contact and an account? (Choose two.)
sn_customerservice_agent
sn_customerservice.customer_admin
sn_customerservice.partner_admin
sn_customerservice_manager
admin
In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?
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
Asset management has different use cases for tracking specific products or services customers are using
It includes all of the data crucial to support customers as efficiently as possible
What is KCS (Knowledge Centered Services)?
A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management
A documented methodology to provide a set of best practices for creating and maintaining knowledge
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
Group assets together
Build a classification structure for product models
Model the configuration options for each product model being sold to customers
Define a link between Asset classes and Configuration Item (CI) classes
Viewing a customer’s install base in the CSM Workspaces enables customer service agents to: (Choose two.)
Close an upsell of related products and services not yet purchased by a customer
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
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
Reduction in staff turnover
Major cases can be eliminated as there will be no Impact to customers
Reduced Mean Time To Resolve (MTTR)
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
What does NLU stand for?
Natural-Learning Userability
Natural-Language Understanding
Natural-Learning URL
Natural-Language URL
Out-of-the-box. cases are automatically closed after how many days?
3 days
5 days
10 days
Cases are not automatically closed by default
When are any changes to the platform considered a customization?
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
When there are business demands for custom functionality that is not offered out-of-the-box
Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?
Service Analytics
In-form Analytics
Case Spotlight
CSM Prediction Results
The case digests feature includes which types of case communication? (Choose two.)
Case Lifecycle Reports
Case Action Summaries
Post Case Reviews
Case Post Mortem
By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)
Assets
Publications
Products
Contacts
Contracts
Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?
Quick Messages
Quick Actions
Response Templates
Templates
In the Customer Service Management space what defines the term asset?
A physical item
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.)
Escalate a case on the add-m panel of Outlook
Register the sender of an email as contact
As the Microsoft Outlook user, register yourself as self-contributor
Create cases using email content in Outlook for the customer contact
To which entities can Special Handling Notes be applied out of the box?
Consumer
Entitlement
Sold Product
Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)
Partner Service
Customer Service
Consumer Service
Product Service
Partner admin (sn_customerservice.partner_admin) contacts have access to:
Their customer account
Their partner accounts
Both
Neither
From a security perspective, scoping brings several benefits: (Choose two.)
Improves instance security by limiting accessibility to other applications on the instance
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
The scope holds the records and acts as a container for the desired Customer Service Management Applications
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?
Set the Agent Experience (What agents see in their Workspace inbox)
Define Assignment Rules (How to assign work items)
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 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
Can create and update contacts for their partner accounts
What is a household entity?
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
Group of consumers that usually share a common address and use services as a group
Why does the implementation team need to deliver core functionality to the customer as quickly as possible?
To expand the technical reach
To facilitate the requirement gathering during the workshops
To complete any complex customizations early enough
To realize near-term ROI (Return on Investment)
Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? (Choose three.)
Assigned Cases
Agent Affinity
Availability Today
Matching Skills
Agent History
Regarding Account Teams, what is the purpose of marking a role as 'unique'?
The role then becomes a child responsibility
Ensure there is a dedicated account manager for that account
The role then becomes a parent responsibility
Prevent the same role being used on different customer accounts
Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. Which of the following statements is correct for CIs and assets?
The contract and entitlements of an asset dictate whether or not it is stored in the CMDB
The CMDB only tracks CIs, assets cannot be CIs
While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs
The CMDB tracks all assets as configuration items (CIs)
Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?
The field is not based of the customers profile time zone
The field is active in the base form
The field is always based on the system time zone
Agents can use the field to identify if it is the right time to contact customer
Which of the following roles can update a consumer's record? (Choose two.)
Consumer Support Agent {sn_customerservice.consumer_agent)
Customer Service Manager (sn_customerservice_manager)
Customer Service Agent (sn_customerservice_agent)
Customer (sn_customerservice.customer)
