WorksheetsCIS CSM #3
Total questions: 50
Worksheet time: 31mins
The default configuration automatically closes resolved Cases after how many days?
A. 5 days
B. Cases are not automatically closed by default
C. 3 days
D. 10 days
Which roles are considered external? (Choose two.)
A. Consumer Support Agent (sn_customerservice.consumer_agent)
B. Customer Admin (sn_customerservice.customer_admin)
C. Partner Admin (sn_customerservice.partner_admin)
D. Customer Service Agent (sn_customerservice_agent)
Proactive Customer Service Operations work Event Management to proactively monitor and fix issues affecting customers. It can also trigger case workflows 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.)
A. Proactive Prevention
B. Service-Aware Install Base
C. Service Reporting
D. Proactive Case
E. Service-Aware CMDB
F. Service Monitoring
A. Proactive Prevention
B. Service-Aware Install Base
D. Proactive Case
E. Service-Aware CMDB
F. Service Monitoring
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?
A. Consumer (sn_customservice.consumer)
B. Customer (sn_suctomservice.customer)
C. External (snc_external)
D. Proxy Contact (sn_customservice.proxy_contact)
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?
A. As email is being used fewer agents would be required to create cases so service costs would go down
B. It is easier to report on data in emails which means managers would be better placed to track performance
C. It can lead to faster resolution of customer issues and faster response to customer inquiries
D. It would guarantee less wait time for customers who chose to call the customer service center
Customer service personnel who are allocated the customer service agent (sn_customerservice_agent) role are responsible for which of the following tasks? (Choose four.)
A. Assist customers with questions, issues and problems
B. Create cases
C. Propose major cases
D. View, edit, and work on cases
E. Approve customer contacts
F. Manage customer entitlements
A. Assist customers with questions, issues and problems
B. Create cases
C. Propose major cases
D. View, edit, and work on cases
E. Approve customer contacts
In the 'Action Status' column on a case list, what could a blue indicator dot mean?
A. Needs attention
B. Blocked internally
C. Blocked externally
D. Work in progress
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. A step-by-step methodology for creating and solving different case types
B. A detailed check list for customer service teams
C. A multi-step process consisting of a series of questions answers, and guidance
D. A set of steps used to define a complex process
What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)
A. Reduces agent workload
B. Reduces monthly case volume
C. Work orders can be created from a case
D. Customer can access work order details and tasks created for their case
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.)
A. Customer service manager (sn_customerservice_manager)
B. System administrator (admin)
C. Customer administrator (sn_customerservice.customer_admin)
D. Partner administrator [sn_customerservice.partner_admin]
E. Service organization administrator (sn_customerservice.service_organization_admin)
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?
A. One
B. Two
C. Three
D. Multiple
Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)
A. Customer service manager (sn_customerservice_manager)
B. Customer service agent (sn_customerservice_agent)
C. Customer administrator (sn_customerservice.customer_admin)
D. Partner (sn_customerservice.partner)
What is the most efficient way to get cases to be dosed automatically after a few days?
A. Set the property glide.auto.close.cases resolved to true
B. Create a workflow associated with cases with a timer that changes the state after a few days
C. Create a Scheduled job that looks at the resolved_at date
D. Activate the Auto Close Resolved Cases flow
On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)
A. Partner admin
B. Partner contact
C. Customer admin
D. Customer contact
What is the benefit of a phased release approach?
A. Team members schedules are able to synchronize
B. More time to develop stories
C. Working across multiple systems of record
D. Delivery of core functionality quickly
What are benefits of me Conversation History feature? (Choose two.)
A. Shorter calls for agents by reducing the time to search for information
B. A customized admin chat toolbar with emojis for agents to use in chat messages
C. Improved customer satisfaction as agents can respond to and resolve customer issues faster
D. Better language management by flagging key words and alerting chat managers when agents use one or more of those words
Which table must be extended when creating a new case type?
A. Case (sn_customerservice_case)
B. Case Task (sn_customerservice_case_task)
C. Task (task)
D. Case Type (sn_case_type)
From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case? (Choose three.)
A. Account
B. Incident
C. Customer Service Application
D. Special Handling Note
E. Chat
Installing the Customer Service Management plugin activates:
A. Only one other plugin - Field Service Management Plugin
B. No other Plugins
C. Only two other plugins - Portal and Case Management
D. Many other plugins at the same time
Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)
A. Experience
B. Skills
C. Availability
D. Shifts
E. Capacity
F. Products
A. Experience
B. Skills
C. Availability
D. Shifts
E. Capacity
Which of the following statements is correct with regards to partners vs. third-parties in ServiceNow's CSM application? (Choose two.)
A. A partner will own the relationship with their customer
B. A partner and a third party are the same in ServiceNow's CSM application
C. A partner does not own the relationship with a customer. This relationship is owned by the organization they are partnering
D. A partner is an organization that has been contracted to sell products and services they have actually purchased from another organization
E. 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
What will be the state of a case after a customer rejects the solution proposed by an agent?
A. In Progress
B. Open
C. New
D. Solution Rejected
Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)
A. Create Contact
B. Check Case Status
C. Close Case
D. Get Help with an Order
E. Get Help with an Asset
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.)
A. Can Read user criteria
B. Whitelist all other groups from the Knowledge Base
C. Hide the Knowledge Base from the Knowledge Base Portal
D. Cannot Contribute user criteria
What are Special Handling Notes used for?
A. Bring important information about individual records to an agent's attention
B. For agents to view articles an attach them to a case
C. To ensure customers get the service they are entitled to receive
D. Help agents identify in which time zone a contact is located
Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?
A. Close Cases in Resolved state
B. Auto Close Resolved Cases
C. Resolved to Close State
D. Move Resolved Cases to Closed
What does viewing a customer's install base enable customer service agents to do? (Choose two.)
A. See the detailed configurations of the products and services deployed for a customer to determine the action needed
B. Monitor alerts for operational services and configuration items that affect service health
C. Trace information provided in a case to the right product or service to which it relates
D. Close an upsell of related products and services not yet purchased by a customer
In Advanced Work Assignment, what does the overflow assignment capability do, if defined?
A. When one support group reaches capacity the work item is automatically routed to another group
B. Uses matching and assignment rules to send work items to the agent with the highest availability
C. Routes cases to different groups based on their skill set and availability
D. Uses matching and assignment rules to send work items to the agent with the most capacity
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?
A. CSM Query Rules
B. Data Policies
C. Filtered Lists
D. Access Types
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.)
A. Skill seniority
B. Account team responsibility
C. Historical
D. Related task
E. Product expertise
Which of the following roles have permission to create a relationship between a contact and an account? (Choose two.)
A. sn_customerservice_agent
B. sn_customerservice.customer_admm
C. sn_customerservice.partner_admin
D. sn_customerservice_manager
E. admin
When are any changes to the platform considered a customization?
A. When they require an implementation spread across all project phases
B. If they are NOT applied through the usage of built-in tools on the Now Platform
C. When they are solely implemented for a custom application
D. When there are business demands for custom functionality that is not offered out-of-the-box
Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?
A. Quick Messages
B. Quick Actions
C. Response Templates
D. Templates
From a security perspective, scoping brings several benefits: (Choose two.)
A. Improves instance security by limiting accessibility to other applications on the instance
B. Provides CSM teams the autonomy and control needed to configure and manage the CSM application, but not the CSM Service Portals
C. IT can manage and control the pace of the CSM teams because dependencies have been put in place
D. 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?
A. Set the Agent Experience (What agents see in their Workspace inbox)
B. Define Assignment Rules (How to assign work items)
C. Define Work Item Queues (Where to route)
D. Configure Service Channels (What to route)
What is a household entity?
A. Group of users that usually share a common address and use services as a group
B. Group of people that usually share a common address and use services as a group
C. Group of customers that usually share a common address and use services as a group
D. Group of consumers that usually share a common address and use services as a group
Which of the following roles can update a consumer's record? (Choose two.)
A. Consumer Support Agent {sn_customerservice.consumer_agent)
B. Customer Service Manager (sn_customerservice_manager)
C. Customer Service Agent (sn_customerservice_agent)
D. Customer (sn_customerservice.customer)
Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?
A. Contextual Search
B. Agent Assist
C. Dynamic Related Records
D. 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?
A. After 3 days
B. After 5 days
C. After 1 day
D. After 7 days
Once a major case candidate is approved a major case is created. What then happens to the customer case?
A. The customer case becomes a child case of the major case
B. The customer case will be automatically closed
C. The customer case becomes the parent case of the major case
D. The customer case will automatically be related to a problem
What are the types of units used to measure entitlements? (Choose two.)
A. Hours
B. Contract
C. Cost
D. Case
How many exit gates NowCreate have?
A. 3
B. 4
C. 5
D. 6
Agents and managers cannot create knowledge articles from Community questions.
A. True
B. False
Information about a customer's service contract is found in Knowledge.
A. False
B. True
Which roles are responsible for maintaining account team membership? (Choose two.)
A. Customer Admin [sn_customerservice.customer.admin]
B. Customer Case Manager [sn_customerservice.customer_case_manager]
C. System Administrator [admin]
D. Customer Service Manager [sn_customerservice_manager]
When working with case types, what is the lowest level in the case type hierarchy called?
A. Sub-level
B. Leaf-level
C. Decision-level
D. Base-level
Which step in Advanced Work Assignment (AWA) would ensure the work was allocated to the appropriate agent?
A. Set the Agent Experience
B. Define Assignment Rules
C. Define Work Item Queues
D. Configure Service Channels
What does viewing a customer's install base enable customer service agents to do? (Choose two.)
A. See the detailed configurations of the products and services deployed for a customer to determine the action needed
B. Monitor alerts for operational services and configuration items that affect service health
C. Trace information provided in a case to the right product or service to which it relates
D. Close an upsell of related products and services not yet purchased by a customer
To which recipient types can targeted communications (publications) be sent? (Choose two.)
A. Outsourced Service Providers
B. Contacts
C. Internal users
D. Households
Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)
A. Can research questions issues, or problems, and create view and edit cases for only their own accounts
B. Can assign the roles to other contacts in the same account
C. Can view assets belonging to their account
D. Can edit information or roles for existing contacts
