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WorksheetsCIS CSM #4
Total questions: 50
Worksheet time: 30mins
For security purposes certain roles cannot be assigned to a group or individual at the same time. Which of me following two roles would be restricted?
A. snc_internal and snc_external
B. snc_internal and sn_customerservice.consumer_agent
C. snc_internal and sn_customerservice_agent
D. snc_external and sn_customerservice.customer
What allows the implementation of phases and tasks to meet performance goals track progress and measure success?
A. Performance Analytics Spotlight
B. Scheduled Reporting
C. Service Level Agreement Tasks
D. Continual Improvement Management
What determines how an escalation request is processed?
A. Escalation Rule
B. Escalation Template
C. Escalation Severity
D. Escalation Justification
When working with communication channels, what inbound email flows are available by default? (Choose two.)
A. Create case for product
B. Create case for asset
C. Update case from forward email
D. Create case from email
E. Update case using reply
After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?
A. Customer Service Historic Data Collection
B. Customer Service Initial Data Collection
C. Customer Service Daily Data Collection
D. Customer Service Case Data Collection
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.)
A. No escalation approval flow is configured
B. The parent account of the account to be escalated is not active
C. The customer service agent is not assigned with the escalation requester role
D. The account already has an open escalation record
What benefits does scoping an application bring? (Choose three.)
A. CSM teams can move at their desired pace, independent of IT
B. Provides CSM teams autonomy and control
C. CSM application data and business logic is protected from changes by other applications
D. Account records can be changed only while in the CSM scope
E. Changes in different scopes can be addressed in a single update set
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.)
A. Knowledge Product Entitlements
B. Data Policy
C. ACL
D. User Criteria
Which of the following is a required field in the Resolution Information tab in order to close a case?
A. Cause
B. Closed
C. Resolution notes
D. Closed by
Which roles can propose a case as a Major Case candidate? (Choose three.)
A. Proxy contact (sn_customerservice.proxy_contact)
B. Customer case manager (sn_customerservice.customer_case_manager)
C. Customer service manager (sn_customerservice_manager)
D. Customer service agent (sn_customerservice_agent)
E. Major issue manager (sn_majorissue_mgt.major_issue_manager)
What is a limitation regarding synchronization between a case and its associated work order?
A. If information changes on the Case form it is not updated on the Work Order form
B. Updates on a case or work order will only synchronize after the work order is approved
C. 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
D. The data copied over to the Work Order form when creating a work order from a case cannot be configured or customized
What is the primary output from the Requirements Gathering workshop?
A. Schedules
B. Use Cases
C. Stories
D. Personas
Service-aware Install Base consists of which entities? (Choose three.)
A. Installed Products
B. Install Base Items
C. Assets
D. Sold Products
E. Configuration Items
Entitlements are counted using two types of units:
A. SLAs and contracts
B. Days and assets
C. Cases and products
D. Hours and cases
Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)
A. Knowledge articles
B. Service catalog
C. Communities
D. Consumer service portal
E. Customer service portal
Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)
A. Special handing notes
B. Lookup and verify
C. Related search
D. Agent assist
When are child cases updated from the parent case?
A. Clicking on the Child Sync UI
B. Scheduled Job
C. Automatically upon update of parent
D. When the Sync scheduled job runs
New case tasks use the following prefix:
A. CSMTASK prefix
B. CASETASK prefix
C. CSTASK prefix
D. No specific task prefix just existing TASK prefix
When integrating Customer Service Management with IT Service management what separate action is required for Request Management?
A. Activation of the Customer Service with Service Management plugin (com.sn_cs_sm)
B. Activation of the Customer Service with Request Management plugin (com.sn_cs_sm_request)
C. Activation of the Customer Service Case Action Status plugin (com.snc.csm_action_status)
D. Activation of the Customer Service plugin (com.sn_customerservice)
Which of the following is correct regarding the social media channel?
A. Cases cannot be created from any of the social channels
B. Cases are NOT created automatically from any of the social channels
C. Cases can be created automatically depending on which social channel is used
D. Cases are created automatically from all of the social channels
What does Major issue Management use to identify all other customers impacted by a major case?
A. Account lists
B. Customer Product lists
C. Notify lists
D. Recipient lists
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.)
A. State Flows
B. Assignment Workbench
C. Assignment Rules
D. CSM Workspace
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?
A. Trending Topics
B. Auto-Responder
C. Proactive Customer Service Operations
D. Self-Service Analytics
What is the specific type of catalog item that allows users to create any type of task, such as cases, from the Service Catalog?
A. Request Item
B. Service Catalog Request
C. Record Producer
D. Catalog Item
What is the purpose of the sidebar feature in CSM Configurable Workspace?
A. Enables agents to keep information regarding details of the case visible at all times
B. Enables agents to access response templates to help them resolve cases faster and more efficiently
C. To enable agents to collaborate with other agents or Subject Matter Experts (SMEs) in real-time for faster case resolution
D. Enables managers to discreetly monitor chats between agents and customers
What are available matching criteria for case assignment in Customer Service Management? (Choose three.)
A. Partner Hours
B. Matching Skills
C. Distance
D. Certifications
E. Assigned Cases
F. Availability Today
A. Partner Hours
B. Matching Skills
D. Certifications
E. Assigned Cases
F. Availability Today
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?
A. The contract and entitlements of an asset dictate whether or not it is stored in the CMDB
B. The CMDB only tracks CIs, assets cannot be CIs
C. While the CMDB may track some assets as configuration items (CIs), not ALL assets are CIs
D. The CMDB tracks all assets as configuration items (CIs)
Why does the implementation team need to deliver core functionality to the customer as quickly as possible?
A. To expand the technical reach
B. To facilitate the requirement gathering during the workshops
C. To complete any complex customizations early enough
D. To realize near-term ROI (Return on Investment)
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?
A. Can view assets belonging to their partner accounts
B. Can create, view, and edit cases for their partner accounts
C. Can resolve cases reported by their partner accounts
D. Can create and update contacts for their partner accounts
Partner admin (sn_customerservice.partner_admin) contacts have access to:
A. Their customer account
B. Their partner accounts
C. Both
D. Neither
In the Customer Service Management space, what defines the term asset?
A. A physical item
B. A specific product instance supported for a customer
C. A product that a company supports
D. A resource that allows a business service
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
By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)
A. Assets
B. Publications
C. Products
D. Contacts
E. Contracts
The case digests feature includes which types of case communication? (Choose two.)
A. Case Lifecycle Reports
B. Case Action Summaries
C. Post Case Reviews
D. Case Post Mortem
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
Out-of-the-box. cases are automatically closed after how many days?
A. 3 days
B. 5 days
C. 10 days
D. Cases are not automatically closed by default
What does NLU stand for?
A. Natural-Learning Userability
B. Natural-Language Understanding
C. Natural-Learning URL
D. Natural-Language URL
Viewing a customer's install base in the CSM Workspaces enables customer service agents to: (Choose two.)
A. Close an upsell of related products and services not yet purchased by a customer
B. See the detailed configurations of the products and services deployed for a customer to determine the action needed
C. Trace Information provided in a case to the right product or service to which it relates
D. Monitor related operational services and configuration items that affect service health
Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance? (Choose two.)
A. XML unloads
B. Plugins
C. Store Apps
D. Update Sets
User criteria records may be applied to which knowledge items?
A. Knowledge Base and Category
B. Knowledge Base Category and Article
C. Knowledge Base and Article
D. Knowledge Base
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?
A. The form header's secondary values can only he displayed above the ribbon components
B. The form header's primary values can be displayed in the contextual side panes instead of above the ribbon components
C. The form header's secondary values can be displayed in the contextual side panel instead of above the ribbon components
D. The form header for the case form can display five levels of field values from the case table
Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?
A. The create contact (consumer) feature is available in all CSM Workspaces
B. The create contact (consumer) feature is not available in any of the CSM Workspaces
C. The create contact (consumer) feature is only available in the CSM Configurable Workspace
D. The create contact (consumer) feature is only available in the Agent Workspace
Which of the following statements is correct regarding product models in CSM?
A. Products models can only contain digital (logical) items
B. Product models can contain either physical items or digital (logical) items but not both in the same model
C. Product models can only contain physical items
D. Product models can contain both physical items and digital (logical) items in the same mode
How are ServiceNow's out-of-the-box Customer Service Management applications packaged? (Choose two.)
A. Store Apps
B. Update Sets
C. Through private scopes
D. Plugins
Which of the following are correct for parent/child synchronization? (Choose two.)
A. Multiple child cases can be managed from a parent case as in Major Issue Management
B. The Administrator can choose which fields to synchronize from parent to child cases
C. Parent to child cases can be synchronized regardless of which state the case is in
D. The property to synchronize parent to child cases is automatically enabled
In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)
A. Blocked by approval
B. Blocked by case task
C. Blocked internally and by customer
D. Blocked by internally
What action is required to enable agents to create an incident record for a case?
A. They must be assigned with the read role for incident
B. They must be assigned with the itil role
C. They must be assigned with the snc_intemal role
D. They must be assigned with the sn_customerservice.itsm_contributor role
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?
A. Customer Service Manager (sn_customerservice_manager)
B. System administrator (admin)
C. Service organization administrator (sn_customerservice.service_organization_admin)
D. Customer admin (sn_customerservice.customer_admin)
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
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)
