WorksheetsCSM Quiz #1
Total questions: 74
Worksheet time: 37mins
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 pre-engagement 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
Focused product marketing
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: Yes ; Multi-Level: Yes
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?
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
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 four.)
Service Entitlements
Skills-based routing
Demand Management
Service Contracts
Timed Audits
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 value property on the form must be set to true and the field added to the case form
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
Tables in the Asset application
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
What is the purpose of the Guided Decisions capability?
Provide agents with an escalation guide
Guide agents through account management
Dynamically guide agents to help resolve complex cases
Provide agents with a knowledge guide
Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?
Case Performance
Case Analytics
Case Digest
Case Spotlight
During which Now Create stage are workshops conducted?
Execute
Initiate
Deliver
Plan
Close
Which application must be activated to enable customers to check in on-line for future appointments?
Business Location
Walk-Up Experience
Field Service Management
Service Organization
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)
Number of agents required
Geographical location of customer
Knowledge and skills required for agents
Number and type of support tools available
Languages spoken by agents
What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?
Web
Catalog
Portal
Virtual Agent
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
Monitoring
Request
FAQ
Contract
Order
What’s the purpose of the Deactivate Special Handling Notes Scheduled Job?
Runs at the end of the month and deactivates all Special Handling notes more than 30 days old
Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by the end of the week
Runs on demand by the System Admin who must set specific weekly schedules and set only those that are priority 1-critical to be deactivated
Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates
What does the Agent Whisper function do?
Lets agents and chat supervisors have a conversation without the requester knowing
Lets the chat supervisors have a conversation with the requester without the agent knowing
Lets agents have chat conversations with other agents without the requester knowing
Lets agents and requesters have a conversation without the chat supervisor knowing
Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)
Contact (customer_contact)
Consumer User (csm_consumer-user)
Consumer (csm_consumer)
CSM User (csm_user)
Who can create a customer service case from a community discussion? (Choose two.)
Customer service agent (sn_customerservice_agent)
Proxy case creator (sn_customerservice.proxy_case_creator)
Partner (sn_customerservice.partner)
Case Viewer (sn_customerservice.case_viewer)
The assignment workbench uses configurable matching criteria to evaluate agents in a selected group and provide an overall ranking. What are the different types of criteria available for the assignment workbench? (Choose three.)
Correlation
Availability
Scripted
Simple Match
Aggregate
Asset classes are defined to allow for logical grouping of assets. There are five asset classes provided to group assets, each Asset class provides unique functionality for that group of Assets in the platform. Which of the following are the asset classes used? (Choose five.)
Consumables assets
Enterprise Software assets
Software licenses assets
Facility assets
Hardware assets
Which of the following best describes how the CSM application uses the Asset table?
CSM uses the Product table instead of the ITSM Asset table
CSM uses the Product Model table instead of the ITSM Asset table
ServiceNow uses the same Asset table for both CSM and ITSM, however CSM has a different subset of fields
Because CSM Assets are managed differently from ITSM Assets ServiceNow uses different Asset Tables for CSM than it does for ITSM
A consumer service agent receives and accepts a case which was created by a consumer. The agent needs and requests more information from the consumer. After receiving the information, the agent proposes a solution that is accepted by the consumer. Given this scenario, what is the chronological order of case states used to manage this case?
New > Work in Progress > On Hold > Work in Progress > Resolved > Closed
New > Open > Work in Progress > Solution Proposed > Closed
Open > Pending > Work in Progress > Resolved > Closed
New > Open > Awaiting Info > Open > Resolved > Closed
What are the types of matching criteria for Customer Service? (Choose four.)
Matching Skills
Last Assigned
Certifications
Assigned Cases
Availability Today
What is a supported external customer that, in turn, sells to and supports one or more customers?
Partner
Account
Contact
Consumer
