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WorksheetsCSM Quiz #2
Total questions: 81
Worksheet time: 41mins
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 Monitoring
Proactive Case
Proactive Prevention
Service-Aware Install Base
Service Reporting
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.)
Advanced
Scripted
Skill
Simple
History
Which of the following child case states would cause parent - child case synchronization to fail? (Choose three.)
Awaiting Info
New
Cancelled
In Progress
Resolved
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 Incident Records
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_admm
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
Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)
Create Contact
Check Case Status
Close Case
Get Help with an Order
Get Help with an Asset
What will be the state of a case after a customer rejects the solution proposed by an agent?
In Progress
Open
New
Solution Rejected
Which of the following statements is correct with regards to partners vs. third-parties in ServiceNow’s CSM application? (Choose two.)
A partner will own the relationship with their customer
A partner and a third party are the same in ServiceNow’s CSM application
A partner does not own the relationship with a customer. This relationship is owned by the organization they are partnering
A partner is an organization that has been contracted to sell products and services they have actually purchased from another organization
A partner does not own any of the products or services provided by their partnering organization, instead they help to sell, deliver and support them on their behalf
Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)
Skills
Availability
Capacity
Shifts
Experience
Installing the Customer Service Management plugin activates:
Only one other plugin - Field Service Management Plugin
No other Plugins
Only two other plugins - Portal and Case Management
Many other plugins at the same time
From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case? (Choose three.)
Account
Incident
Customer Service Application
Special Handling Note
Chat
Which table must be extended when creating a new case type?
Case (sn_customerservice_case)
Case Task (sn_customerservice_case_task)
Task (task)
Case Type (sn_case_type)
What are benefits of me Conversation History feature? (Choose two.)
Shorter calls for agents by reducing the time to search for information
A customized admin chat toolbar with emojis for agents to use in chat messages
Improved customer satisfaction as agents can respond to and resolve customer issues faster
Better language management by flagging key words and alerting chat managers when agents use one or more of those words
What is the benefit of a phased release approach?
Team members schedules are able to synchronize
More time to develop stories
Working across multiple systems of record
Delivery of core functionality quickly
On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)
Partner admin
Partner contact
Customer admin
Customer contact
What is the most efficient way to get cases to be dosed automatically after a few days?
Set the property glide.auto.close.cases resolved to true
Create a workflow associated with cases with a timer that changes the state after a few days
Create a Scheduled job that looks at the resolved_at date
Activate the Auto Close Resolved Cases flow
Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)
Customer service manager (sn_customerservice_manager)
Customer service agent (sn_customerservice_agent)
Customer administrator (sn_customerservice.customer_admin)
Partner (sn_customerservice.partner)
An account is a supported external customer and a contact is a user who is an employee of an account. How many accounts can a contact be associated with?
One
Two
Three
Multiple
A contact can submit a self-registration request from the customer portal with a registration code. Which of the following roles can approve the request? (Choose three.)
Customer service manager (sn_customerservice_manager)
System administrator (admin)
Customer administrator (sn_customerservice.customer_admin)
Partner administrator [sn_customerservice.partner_admon]
Service organization administrator (sn_customerservice.service_organization_admin)
What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)
Reduces agent workload
Reduces monthly case volume
Work orders can be created from a case
Customer can access work order details and tasks created for their case
Guided decisions is a decision authoring and execution capability that dynamically guides agents to resolve complex cases. Guided decisions consist of decision trees. What is a decision tree?
A step-by-step methodology for creating and solving different case types
A detailed check list for customer service teams
A multi-step process consisting of a series of questions answers, and guidance
A set of steps used to define a complex process
In the 'Action Status' column on a case list, what could a blue indicator dot mean?
Needs attention
Blocked internally
Blocked externally
Work in progress
Customer service personnel who are allocated the customer service agent (sn_customerservice_agent) role are responsible for which of the following tasks? (Choose four.)
Approve customer contacts
Assist customers with questions, issues and problems
Create cases
Propose major cases
View, edit, and work on cases
The ServiceNow add-in for Microsoft Outlook enables you to manage workflows such as creating and updating contacts and cases from within Microsoft Outlook. How could this feature positively affect customer experience?
As email is being used fewer agents would be required to create cases so service costs would go down
It is easier to report on data in emails which means managers would be better placed to track performance
It can lead to taster resolution of customer issues and faster response to customer inquiries
It would guarantee less wait time for customers who chose to call the customer service center
In ServiceNow’s CSM Application, what is an interaction?
Any configuration item that has been made accessible to customers
A record that a Customer Service Agent uses to identify and resolve a question or an issue for an external customer
A binding agreement between two parties
A request for assistance made through a chat, phone call, or walk-up
Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)
Can research questions issues, or problems, and create view and edit cases for only their own accounts
Can assign the roles to other contacts in the same account
Can view assets belonging to their account
Can edit information or roles for existing contacts
To which recipient types can targeted communications (publications) be sent? (Choose two.)
Outsourced Service Providers
Contacts
Internal users
Households
What does viewing a customer’s install base enable customer service agents to do? (Choose two.)
See the detailed configurations of the products and services deployed for a customer to determine me action needed
Monitor alerts for operational services and configuration items that affect service health
Trace information provided m a case to the right product or service to which it relates
Close an upsell of related products and services not yet purchased by a customer
Which step in Advanced Work Assignment (AWA) would ensure the work was allocated to the appropriate agent?
Set the Agent Experience
Define Assignment Rules
Define Work Item Queues
Configure Service Channels
