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WorksheetsCSM Quiz #3
Total questions: 75
Worksheet time: 38mins
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)
Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?
Contextual Search
Agent Assist
Dynamic Related Records
Record Information
With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?
After 3 days
After 5 days
After 1 day
After 7 days
The self-registration feature enables new customer contacts to submit registration requests from the customer portal. Which role is responsible for creating the unique registration code for each account?
Customer Service Manager (sn_customerservice_manager)
System administrator (admin)
Service organization administrator (sn_customerservice.service_organization_admin)
Customer admin (sn_customerservice.customer_admin)
What action is required to enable agents to create an incident record for a case?
They must be assigned with the read role for incident
They must be assigned with the itil role
They must be assigned with the snc_intemal role
They must be assigned with the sn_customerservice.itsm_contributor role
In the ’Action Status' column on a case list what could a red indicator dot mean? (Choose two.)
Blocked by approval
Blocked by case task
Blocked internally and by customer
Blocked by internally
Which of the following are correct for parent/child synchronization? (Choose two.)
Multiple child cases can be managed from a parent case as in Major Issue Management
The Administrator can choose which fields to synchronize from parent to child cases
Parent to child cases can be synchronized regardless of which state the case is in
The property to synchronize parent to child cases is automatically enabled
When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?
Social Channels
Social Profiles
Social Logs
Work notes
Additional comments
Once a major case candidate is approved a major case is created. What then happens to the customer case?
The customer case becomes a child case of the major case
The customer case will be automatically closed
The customer case becomes the parent case of the major case
The customer case will automatically be related to a problem
What are the types of units used to measure entitlements? (Choose two.)
Hours
Contract
Cost
Case
How are ServiceNow’s out-of-the-box Customer Service Management applications packaged? (Choose two.)
Store Apps
Update Sets
Through private scopes
Plugins
Which of the following statements is correct regarding product models in CSM?
Products models can only contain digital (logical) items
Product models can contain either physical items or digital (logical) items but not both in the same model
Product models can only contain physical items
Product models can contain both physical items and digital (logical) items in the same mode
Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?
The create contact (consumer) feature is available in all CSM Workspaces
The create contact (consumer) feature is not available in any of the CSM Workspaces
The create contact (consumer) feature is only available in the CSM Configurable Workspace
The create contact (consumer) feature is only available in the Agent Workspace
Depending on which CSM workspace you are operating within, certain steps can be applied to configure the form header. Which of the following is correct regarding form headers in the CSM Configurable workspace?
The form header's secondary values can only he displayed above the ribbon components
The form header's primary values can be displayed in the contextual side panes instead of above the ribbon components
The form header's secondary values can be displayed in the contextual side panel instead of above the ribbon components
The form header for the case form can display five levels of field values from the case table
User criteria records may be applied to which knowledge items?
Knowledge Base and Category
Knowledge Base Category and Article
Knowledge Base and Article
Knowledge Base
What are the three main components that make up Proactive Customer Service Operations? (Choose three.)
Service-Aware CMDB
Service-Aware Install Base
Service Monitoring
Service Reporting
Proactive Prevention
What are the three out-of-the-box playbooks for CSM? (Choose three.)
Case playbook for Onboarding
Case playbook for Billing
Case playbook for Accounts
Case playbook for Product Support
Case playbook for Complaints
Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance? (Choose two.)
XML unloads
Plugins
Store Apps
Update Sets
What are available matching criteria for case assignment in Customer Service Management? (Choose three.)
Partner Hours
Certifications
Matching Skills
Availability Today
Distance
What is the purpose of the sidebar feature in CSM Configurable Workspace?
Enables agents to keep information regarding details of the case visible at all times
Enables agents to access response templates to help them resolve cases faster and more efficiently
To enable agents to collaborate with other agents or Subject Matter Experts (SMEs) in real-time for faster case resolution
Enables managers to discreetly monitor chats between agents and customers
What is the specific type of catalog item that allows users to create any type of task, such as cases, from the Service Catalog?
Request Item
Service Catalog Request
Record Producer
Catalog Item
Which feature sends an email notification containing a list of relevant knowledge articles to the case submitter and watchlist users associated with the case whenever a case is created?
Trending Topics
Auto-Responder
Proactive Customer Service Operations
Self-Service Analytics
Depending on the CSM application configurations, cases can be assigned to agents manually or by using auto-assignment. Which routing and assignment features leverage matching rules? (Choose two.)
State Flows
Assignment Workbench
Assignment Rules
CSM Workspace
What does Major issue Management use to identify all other customers impacted by a major case?
Account lists
Customer Product lists
Notify lists
Recipient lists
Which of the following is correct regarding the social media channel?
Cases cannot be created from any of the social channels
Cases are NOT created automatically from any of the social channels
Cases can be created automatically depending on which social channel is used
Cases are created automatically from all of the social channels
When integrating Customer Service Management with IT Service management what separate action is required for Request Management?
Activation of the Customer Service with Service Management plugin (com.sn_cs_sm)
Activation of the Customer Service with Request Management plugin (com.sn_cs_sm_request)
Activation of the Customer Service Case Action Status plugin (com.snc.csm_action_status)
Activation of the Customer Service plugin (com.sn_customerservice)
New case tasks use the following prefix:
CSMTASK prefix
CASETASK prefix
CSTASK prefix
No specific task prefix just existing TASK prefix
When are child cases updated from the parent case?
Clicking on the Child Sync UI
Scheduled Job
Automatically upon update of parent
When the Sync scheduled job runs
Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)
Special handing notes
Lookup and verify
Related search
Agent assist
Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)
Knowledge articles
Service catalog
Communities
Consumer service portal
Customer service portal
Entitlements are counted using two types of units:
SLAs and contracts
Days and assets
Cases and products
Hours and cases
Service-aware Install Base consists of which entities? (Choose three.)
Installed Products
Install Base Items
Assets
Sold Products
Configuration Items
What is the primary output from the Requirements Gathering workshop?
Schedules
Use Cases
Stories
Personas
What is a limitation regarding synchronization between a case and its associated work order?
If information changes on the Case form it is not updated on the Work Order form
Updates on a case or work order will only synchronize after the work order is approved
When creating a work order from a case only the Account field on the work order form is filed in but not the Company field
The data copied over to the Work Order form when creating a work order from a case cannot be configured or customized
Which roles can propose a case as a Major Case candidate? (Choose three.)
Proxy contact (sn_customerservice.proxy_contact)
Customer case manager (sn_customerservice.customer_case_manager)
Customer service manager (sn_customerservice_manager)
Customer service agent (sn_customerservice_agent)
Major issue manager (sn_majorissue_mgt.major_issue_manager)
Which of the following is a required field in the Resolution Information tab in order to close a case?
Cause
Closed
Resolution notes
Closed by
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?
Knowledge Product Entitlements
Data Policy
ACL
User Criteria
What benefits does scoping an application bring? (Choose three.)
CSM teams can move at their desired pace, independent of IT
Provides CSM teams autonomy and control
CSM application data and business logic is protected from changes by other applications
Account records can be changed only while in the CSM scope
Changes in different scopes can be addressed in a single update set
A customer service agent wants to escalate an account but is unable to use the Escalate Account related link on the Account form. What could be the reasons why the customer service agent is not able to use it? (Choose two.)
No escalation approval flow is configured
The parent account of the account to be escalated is not active
The customer service agent is not assigned with the escalation requester role
The account already has an open escalation record
After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?
Customer Service Historic Data Collection
Customer Service Initial Data Collection
Customer Service Daily Data Collection
Customer Service Case Data Collection
When working with communication channels, what inbound email flows are available by default? (Choose two.)
Create case for product
Create case for asset
Update case from forward email
Create case from email
Update case using reply
What determines how an escalation request is processed?
Escalation Rule
Escalation Template
Escalation Severity
Escalation Justification
What allows the implementation of phases and tasks to meet performance goals track progress and measure success?
Performance Analytics Spotlight
Scheduled Reporting
Service Level Agreement Tasks
Continual Improvement Management
For security purposes certain roles cannot be assigned to a group or individual at the same time. Which of the following two roles would be restricted?
snc_internal and snc_external
snc_internal and sn_customerservice.consumer_agent
snc_internal and sn_customerservice_agent
snc_external and sn_customerservice.customer
What are Special Handling Notes used for?
Bring important information about individual records to an agent's attention
For agents to view articles and attach them to a case
To ensure customers get the service they are entitled to receive
Help agents identify in which time zone a contact is located
A customer service manager would like to limit the reading and creation of knowledge articles within a specific Knowledge Base to the Customer Support group only. Which features should be used to accomplish this? (Choose two.)
Can Read user criteria
Whitelist all other groups from the Knowledge Base
Hide the Knowledge Base from the Knowledge Base Portal
Cannot Contribute user criteria
In case management, Parent Child Synchronization allows for which of the following:
Enabling the Customer Service agent to create cases so that all the children cases can be managed by managing the parent case
Parent cases to automatically generate child cases when all fields are filled out thus synchronized auto-population
Child cases to be separated from Parent cases and will not be synchronized automatically
Synchronization of all child cases as well as children of child cases on all levels
Which Service-Aware Install Base entity defines configuration items accessible to customers?
Model
Install Base Item
Sold Product
Asset
What is the term for a formal agreement between a service provider and a customer that provides the customer with an expectation of service within a known timescale?
Service Level Agreement
Service Entitlement Agreement
Contractual Service Agreement
Operational Service Agreement
Which decisions does Predictive Intelligence support? (Choose two.)
Case Escalation
Case Prioritization
Case Categorization
Case Resolution
After an assignment group is chosen, which mandatory step in Advanced Work Assignment (AWA) ensures the work is allocated to the appropriate agent?
Configure Work Item Queues
Set the Agent Experience
Set up Skills for Agents
Define Assignment Rules
Which entity represents specific versions of products being sold to and supported for customers?
Sold Products
Product Categories
Product Models
Portfolio Products
What are the different resource matching methods on the Matching Rule form? (Choose four.)
Simple
Advanced
Selection Criteria
Scripted
Skill
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
Order
Offer
Monitoring
FAQ
Request
Which ServiceNow products can be integrated out-of-the-box with CSM? (Choose three.)
ITOM Event Management
Risk Management
Strategic Portfolio Management
DevOps
Financial Management
Which of the following are benefits of customer access management? (Choose two.)
It increases security by automatically granting access to cases based on access to sold product.
It defaults the responsibility for access management to the customer.
It defaults the responsibility for access management to the customer service agent.
It improves the customer experience by enabling related parties to track and collaborate on cases.
What can a person assigned with the customer role access on the customer service portal by default? (Choose three.)
Cases
Related parties
Assets
Social profiles
Sold products
Which roles are responsible for maintaining account team membership? (Choose two.)
Customer Admin [sn_customerservice.customer.admin]
Customer Case Manager [sn_customerservice.customer_case_manager]
System Administrator [admin]
Customer Service Manager [sn_customerservice_manager]
When working with case types, what is the lowest level in the case type hierarchy called?
Sub-level
Leaf-level
Decision-level
Base-level
