WorksheetsCMS 1
Total questions: 86
Worksheet time: 44mins
What are the types of content feedback? (Select 2)
Questions
Up-votes
Comment
Likes
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)
A. Knowledge and skills required for agents
B. Geographical location of customer
C. Languages Spoken by Agents
D. Number of agents required/ employed
E. Number and type of support tools available
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
What are the different resource matching methods on the Matching Rule form? (Choose four.)
Scripted
Advanced
Simple
Selection Criteria
Skill
What types of escalation templates can be created? (Choose two)
Case
Sold Product
Consumer
Account
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
True
False
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 feature to insert as text in the conversation
Rolls up the current chat history towards an existing case
What feature does the Product Model and Catalog Items Relationship plugin enable? (choose two)
Agents are automatically proposed catalog items related to the chosen product on the case form
Customers can request additional items related to subscribed services
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
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? (select 2)
ACL
User Criteria
Knowledge Product Entitlements
Data Policy
Partner admin contacts have access to the data of both their partner accounts and customer accounts
True
False
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
Which of the following is true regarding setting up Mandatory Skills?
Cases cannot be assigned to a resource without all the mandatory skills
Mandatory skills works together with the base Skills-based workbench
Resources with the most mandatory skills will be selected
Only resources with all the mandatory skills will be selected
The benefits of Customer Support Portal include: (choose 2)
Speed up case resolution
Case and call Deflection
Common Requests are automated and published
Access to service contracts
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
Entering question in portal only
Record Producer only
None of the above
Both portal question entry and Record Producer
What should be emphasized when designing solutions? (Choose three.)
Minimize customizations
Focus on OOB functionality
Design for scalability
Mobile friendly functionality
When are any changes considered to be a customization? (choose 3)
They require complex JavaScript
There is a need for developers to maintain them
They will impact future release upgrades or features
They require usage of built-in tools in the platform
They require an implementation across all project phases
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?
Personnel File
Social Profile
Not supported
Account
Consumer
The Consumer support portal (/csp) CANNOT be used for which one of the following actions?
Live Chat
Viewing knowledge articles
Open an Incident
Consumer self-registration
What functionality is used to indicate the need for a knowledge article regarding a case?
A check box in the Resolution Information section
A create knowledge button on Case form
A Related link on the Case form to report a knowledge gap
A knowledge gap related list on the Case form
What are some benefits that Knowledge Product Entitlement provide? (select 3)
Reduces call volume
Information about customer's service contract
Allows access to Knowledge Articles that are related to products owned by a customer
Makes it easier for Agents to manage case volume
Focused Product marketing
What is your primary output from the Requirements Gathering workshop?
Schedules
Personas
Use Cases
Stories
What information would you gather from a Requirements Gathering workshop? (Select 3)
Find out how the solution affects sales
Identify how the solution affects various users
Assess if the solution is scalable
Determine if the solution requires any changes to platform pricing
In the Customer Service Management space, what defines the term asset?
A product that a company supports
A resource that allows a business service
A physical item
A specific product instance supported for a customer
Pike General Hospital needs support as one of their router devices has stopped working and is entitled to hardware device support on the router. Contacts from Pike General Hospital can get support by calling the support phone line, sending an email or from customer Service portal. An agent can update the contact on the status of the case via the web, email or phone. Is this scenario B2B or B2C?
B2B
B2C
What are the conditions that matching rules are based on? (Select 2)
Specific case attributes
Filters set up in advanced work assignment
Agent Resources best suited to work on a case
Specific routing rules
Agents and managers cannot create knowledge articles from Community questions.
True
False
What does the Communities integrate with out-of-the-box? (select 3)
Portal
Customer Service Management
Knowledge Management
Asset Management
The Communities plugin includes KPIs for Community management.
True
False
If only one user reports a content for moderation, the content will be hidden.
True
False
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content? (choose two)
Only applications that allow WebDAV (compliant) connections can be integrated
SharePoint blocks this integration
The imported article will have the same category it had in the source knowledge base
Imported external articles appear as attachments in ServiceNow
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
What are the advantages of leading indicators over lagging indicators? (choose 2)
Hard to influence
Prospective
Easy to influence
Retrospective
What is true of the Customer Service Agent persona?
Work on Cases
Organized into groups
Provide customer service
Skilled on specific products and service channels
All of the above
Which one of the following is NOT true of the Customer Service Agent persona?
Skilled on specific products and service channels
Organized into groups
Works on CMDB relationships
Work on Cases
Provide customer service
Special Handling Notes can apply to cases or to any of the following based on specific attributes: (select 3)
Product
Account
Contact
Holiday
What features are included with the default Customer Support Portal? (select 3)
Search feature to get information from several repositories
Links to information sources such as the knowledge base, community and customer support
Header with links for different customer activities such as creating a case
Links to marketing promotions and product coupons
Which one of the following benefits is achieved during a Phased Release approach?
More time to develop stories
Team members schedules are able to sync
Delivery of core functionality quickly
Working across systems of record
Which of the following are possible criteria for matching rules?
Assignment
Agent Domain
Switching
Case Attributes
How many active OpenFrame configurations can you have on an instance?
Two
One
Three
Unlimited
The ACME corporation maintains billing and shipping addresses for its customers. The customer support agent is NOT able to see address types on a customer's record. Possible reasons could be: (select 2)
UI Macro use_same_address_for is not included on form layout
Address types are not configured in location_type
Address types are not configured in cmn_location_type
UI Macro same_address_for is not included on form
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.
True
False
Information in the Case Field 'Contact' is copied to which Incident Field?
Contact
User
Customer
Caller
The main unique components of the ServiceNow Customer Service solution are Customer Service Management and _____?
Field Service Management
Communities
ITSM
Knowledge
Which social media channels are NOT available out-of-box?
None of the above
All of the above
Which of the following is not a Recipient List type? (choose 2)
Asset
Account
Contact
Product
Pick the correct statement
Cases and Incidents cannot be related
Cases and Incidents never share assignment groups
Cases and Incidents may share assignment groups
Cases and Incidents always share assignment groups
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 one of the following is optional when creating a Catalog workflow?
Publishing the workflow
Approving the workflow
Defining workflow activities
Managing workflow versions
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 the customer
Manage requests on behalf of customer service agents
Create requests on behalf of the customer
Manage major incident communication on behalf of a customer service manager
What units are used to measure entitlements?
Hours
Remaining Units
Per Units
Case
Which of the following is a benefit of the update to the CSM Security Model?
Case Manager role
ACLs are no longer used
QBRs are no longer used
Prevents extension of custom roles
As best practice, in what type of instance should the Customer Service Demo Data plugin be activated?
Prod
Dev
Sandbox
Test/UAT
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 a deep understanding of their organization
Guide the customer toward industry best practices
Which plugin enables the support chat as one of the communications channels between a customer and a customer support agent?
CSM Chat plugin
Connect plugin
No plugin required. Feature is available with CSM
Connect Chat plugin
The Customer Support Portal default configuration provides the following channels to interact with customers? (select 2)
Social
Web
Chat
What does the snc_external role allow?
Allows external users access to the instance
Allows external users access to internal assets
Prevents external users access to the instance
Allows new users to register a new account
What features are available out of box with the Customer Support Portal? (select 2)
Order a product
Create an incident
Open a request
Read articles
View case
By default Performance Analytics KPI Case First Response is triggered when:
The Case is assigned to an agent
State is set to Awaiting Info
Agent responds in Additional Comments
Agent answers the call or chat
What privileges does customer_admin role provide?
Right to see your cases
Right to see your Contacts
Right to see Assets that belong to your company and child companies
All the above
Which are the key self-service functions of the Customer Support Portal? (select 3)
Service Catalog
Community
Open An Incident
Knowledge Base
If a partner is associated with an account, do they inherit all child accounts?
True
False
Can a Partner Contact be associated to an asset?
True
False
The sn_customerservice_manager role inherits: (select 2)
Asset
Product
Knowledge
Case
What role is NOT inherited by the sn_customerservice_manager role?
Chat Admin
Knowledge
Sys Admin
Template Editor
What is the purpose of Catalog Item questions?
Opens a chat session with customer support
Allows the customer or consumer to qualify their requirements
Provides hint to the user on the field
Allows the customer to ask a question
What are common types of application record data that are imported during a CSM data migration?
Chat
Accounts
Case
Knowledge Article
Chat leverages the ________ plugin from Platform?
Twilio
Connect
Notify
OpenFrame
When a new case is opened by the customer using the Customer Support Portal what is the default value in the Channel field?
Phone
Portal
Web
To avoid switching tabs while handling cases, the customer service agents want the related contracts of a case to be dynamically displayed in the contextual side panel in CSM Configurable Workspace. Which feature must be leveraged to implement this requirement?
Contextual Search
Dynamic Related Records
Record Information
Agent Assist
ServiceNow CSM Solution leverages the following to achieve its results? (select all that apply)
Knowledge
Service catalog and request fulfillment
Service Portal
Incidents
The Case Types available out-of-box in ServiceNow are: (Select 2)
Product Support
Product
Order
Support
What do blue circles in the timeline of a case form represent?
Comments
Activities
Notes
State changes
Agent Intelligence improves Case management by:
Replacing legacy routing rules
Reducing the number of records needed to accurately predict a value
Predicting Case values without manual intervention
Predicting what values should have gone into empty fields in historical records
Which Business Rules are part of the Customer Service Management baseline configuration? (select 2)
Update Case Entitlement
Apply Role by Customer
Auto Assessment
Change Update to Close
In what record types can a service asset (Ex: Server, business service) be recorded?
CI only
All Assets are CIs
Both CI and Asset
Asset only
An agent can create a case from the Customer Service Application using what methods?
Account/Contract
Entitlements
Chat
All the above
What is a "Product" in CSM?
A good or service that a company sells to, and supports, for their customer
A physical item that a customer uses
What are the steps involved in setting up AWA? (choose 4)
What to route
What does the agent see
How to assign
How to match agent criteria
Where to route
What table does Account extend from?
cmdb_rel_ci
core_company
contract
Which OpenFrame configuration will the user access if multiple are assigned?
The OpenFrame with the highest order
The OpenFrame with the lowest order
The most recent OpenFrame window
Where can sample test cases be found?
On the Partner Enablement package
On the Development instance
On the Account record
On the CMDB
From a security perspective, scoping brings several benefits. (choose 2)
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 CSM applications
Provides CSM teams the autonomy and control 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 into place
Which of the following is true about Contacts of an Account? (select 2)
Can be part of only one account
Contacts will not be able to login to the system
Can see all partners associated to account
Can close a case
Where are email addresses configured for CSM application?
Channel configuration
Outbox
Account configuration
The system can look at either the email address or subject of the email to create a Case:
True
False
What chat queue is activated along with the CSM plugin? (select 2)
Customer Service [Chat queue]
Customer Service Support [Assignment group]
Consumer Support [consumer queue]
Agent Support [customer service chat]
