WorksheetsServiceNow CSM Practice Exam 3
Total questions: 97
Worksheet time: 49mins
Which one of the following is NOT a ServiceNow CSM integration capability?
REST Message
Import Sets
CAN Message
Table API
What should be part of the pre-engagement collateral?
Scoping Guide
Frequently Asked Questions (FAQ)
Stock Keeping Unit (SKU) and pricing sheet
Customer Service roles template
Agents and managers cannot create knowledge articles from cases:
True
False
What is the difference between a customer and agent update on the Resolution Shaper?
Customers are above, Agent is below
Customers are below, Agent is above
Community is automatically enabled as part of the CSM plugin?
True
False
Admins can create 'asset contact relationships' containing: (select 3)
The account that the asset belongs to
The contacts from the partner account relationship
The list of products contact owns
All partners of the contact
Any contacts added to these accounts, using contact relationship having the asset contact responsibility
What are the benefits of Proactive Service Operations? (choose 3)
Service Monitoring
Reduced Mean Time to Resolve
Proactive Case
Service-Aware-Install Base
Major cases can be eliminated as there will be no impact to customers
Which roles are considered external? (choose 2)
Customer Service Agent (sn_customerservice_agent)
Partner Admin (sn_customerservice.partner_admin)
Consumer Support Agent (sn_customerservice.consumer_agent)
Customer Admin (sn_customerservice.customer_admin)
Who creates the registration code to enable self-registration requests for an account's contacts?
Service Organizer Administrator
Customer Service Manager
Customer Admin
System Administrator (admin)
CSM 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 Admin (sn_customerservice.customer_admin)
Customer Case Manager (sn_customerservice.customer_case_manager)
Customer Account Manager (sn_customerservice.customer_account_manager)
Customer (sn_customerservice.customer)
Entitlements are associated to which entities? (choose 2)
Assets
Cases
Contracts
Groups
When installing a virtual agent, NLU is activated but what needs to be done to enable it for use? (Choose 2)
Name properties
Enable it in Virtual Agent
Assign Manager
Select NLU Provider
What can you utilize to send periodic updates on high priority cases for customers and internal stakeholders?
Reports
Sticky notes
Case Digest
Case Escalation
Cases can be created from social media channels (T/F)
True
False
By default, a case is automatically closed after how many days?
5
3
10
Automatic closure is not activated by default
Viewing a customer's install base in Agent Workspace enables customer service agents to: (Choose 2)
Close an upsell of a related product/service not yet purchased by a customer
Trace information provided in a case to the right product or service to which it relates
See the detailed configurations of the products and services deployed for a customer to determine the action needed
Monitor related operational services and configuration items that affect service health
The case digests feature includes which types of case communication? (choose 2)
Post Case Review
Case Action Summaries
Case Post Mortems
Case Lifecycle Reports
KCS (Knowledge Centered Services) is defined as:
An application that helps agents and managers to create cases from Knowledge articles
A documented methodology to provide a set of best practices for creating and maintaining Knowledge
A dashboard with a specific visualization of the different knowledge bases and categories
A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge
A role for managing all of the cases in an account and any related child accounts
Customer administrator
Customer case manager
Partner
Partner Administrator
What are the best practices for Core Data? (choose 3)
Select an instance for data imports
Use XML exports/imports to copy data to other instances
Do not re-create/re-import core data separately to each instance
Never break up core data into smaller imports
Which of the following roles can update the consumer's record? (choose 2)
Consumer Support Agent
Customer Service Agent
Customer Service Manager
Customer
Which of the following roles have permissions to create a relationship between a contact and an account? (choose 2)
sn_customerservice_agent
sn_customerservice.customer_admin
sn_customerservice.partner_admin
sn_customerservice_manager
admin
Assignment Workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which OOB configurable criteria can be used? (choose 3)
Agent Capacity
Assigned Cases
Matching Skills
Availability Today
Agent History
What entity has a 1:1 relationship with an install base item?
Configuration Item (CI)
Product Model
Sold Product
Asset
What are the different types of customer portfolios? (choose 3)
Business to Contributor User
Business to Consumer
Business to Customer
Business to Business
Contributor User
What are the four CSM applications?
Case Management
CSM Portal
CSM Performance Analytics
Account and Contact Management
Predictive Intelligence
If 'Auto Close Resolved Cases' is enabled, how many days before a Resolved case is closed?
5
7
10
3
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
Which application must be activated to enable customers to check in online for future appointments?
Business Location
Walk-Up Experience
Field Service Management
Service Organization
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
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
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)
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.)
Software licenses assets
Facility assets
Enterprise Software assets
Hardware assets
Consumables assets
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 is a supported external customer that, in turn, sells to and supports one or more customers?
Partner
Account
Contact
Consumer
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 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
An Account Relationship is based on a defined account relationship type. 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
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
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
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
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
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
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
Which CSM workspaces are available for agents and can be configured by a System Administrator? (choose 2)
CSM agent workspace
CSM case workspace
CSM central workspace
CSM configurable workspace
As the System Admin working on a zBooted Quebec instance, where do you configure the filtering records in the CSM-related tables that are accessible by users with CSM roles?
The CSQueryBRUtilOOBConstants Script Include
The read ACLs on the CSM-related tables
The Query Business Rules (QBRs) on the CSM-related tables
The Query Rules (sn_query_rule) table
How can multiple service catalogs be made available on the customer service portal?
Add them to the list of service catalogs in the customer service portal header widget options
Include them in the list of service catalogs on the customer service portal record
Create user criteria for each of the applicable service catalogs
Only the customer service catalog can be used on the customer service portal
From the Customer Service Portal, which action(s) can be applied by external customers to requests and change requests?
View, create, and approve
View
View and approve
View, create, update, and approve
Out-of-the-box, which functionality handles the state transitioning for case management?
Business rules
Flows
State flows
Workflows
Who can create a customer service case from a community discussion? (choose 2)
Proxy case creator (sn_customerservice.proxy_case_creator)
Partner (sn_customerservice.partner)
Proxy contact (sn_customerservice.proxy_contact)
Customer service agent (sn_customerservice_agent)
Which workforce optimization feature provides role specific configurable dashboards?
Coach module
Channel management
Team performance
Manager workspace
Scheduling
In the CSM 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
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
Which role can choose skills and mandatory skills?
sn_customerservice_agent
sn_customerservice.consumer_agent
workspace_admin
admin
Match the definitions for Account/Partner/Contact/Consumer. What is a 'Contact'?
A supported external customer that sells and supports one or more customers
A person who purchases goods and services for personal use
A customer account, a partner account, or both
A member of an account
Match the definitions to their respective Business Rules: What does 'Validate Registration' do?
Update Account Based on Reg Code
Validate Registration
Display Request Message
Display Rule
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.)
Related task
Product expertise
Historical
Skill seniority
Account team responsibility
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 and update contacts for their partner accounts
Can resolve cases reported by their partner accounts
Can create, view, and edit cases for their partner accounts
Which table must be extended when creating a new case type?
Task (task)
Case Type (sn_case_type)
Case (sn_customerservice_case)
Case Task (sn_customerservice_case_task)
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 faster 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
Which of the following statements is correct with regards to partners vs. third-parties in ServiceNow’s CSM application? (Choose two.)
A partner is an organization that has been contracted to sell products and services they have actually purchased from another organization
A partner will own the relationship with their customer
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
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
On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)
Partner contact
Customer admin
Partner admin
Customer contact
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 Initial Data Collection
Customer Service Daily Data Collection
Customer Service Historic Data Collection
Customer Service Case Data Collection
When working with communication channels, what inbound email flows are available by default? (Choose two.)
Create case from email
Create case for asset
Update case using reply
Create case for product
Update case from forward email
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
When working with case types, what is the lowest level in the case type hierarchy called?
Leaf-level
Base-level
Decision-level
Sub-level
Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)
Check Case Status
Create Contact
Get Help with an Asset
Get Help with an Order
Close 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 detailed check list for customer service teams
A step-by-step methodology for creating and solving different case types
A multi-step process consisting of a series of questions answers, and guidance
A set of steps used to define a complex process
What allows the implementation of phases and tasks to meet performance goals, track progress and measure success?
Performance Analytics Spotlight
Continual Improvement Management
Scheduled Reporting
Service Level Agreement Tasks
Which of the following are benefits of customer access management? (Choose two.)
It defaults the responsibility for access management to the customer.
It defaults the responsibility for access management to the customer service agent.
It increases security 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 increases security by automatically providing access to case information based on account hierarchy.
In the 'Action Status' column on a case list, what could a blue indicator dot mean?
Blocked externally
Work in progress
Blocked internally
Needs attention
What is the most efficient way to get cases to be closed automatically after a few days?
Create a workflow associated with cases with a timer that changes the state after a few days
Set the property glide.auto.close.cases resolved to true
Create a Scheduled job that looks at the resolved_at date
Activate the Auto Close Resolved Cases flow
What are benefits of the Conversation History feature? (Choose two.)
Better language management by flagging key words and alerting chat managers when agents use one or more of those words
A customized admin chat toolbar with emojis for agents to use in chat messages
Shorter calls for agents by reducing the time to search for information
Improved customer satisfaction as agents can respond to and resolve customer issues faster
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 edit information or roles for existing contacts
Can assign the roles to other contacts in the same account
Can view assets belonging to their account
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.)
The account already has an open escalation record
The parent account of the account to be escalated is not active
No escalation approval flow is configured
The customer service agent is not assigned with the escalation requester role
Installing the Customer Service Management plugin activates:
No other Plugins
Many other plugins at the same time
Only two other plugins - Portal and Case Management
Only one other plugin - Field Service Management Plugin
Which of the following statements is correct regarding product models in CSM?
Product models can contain both physical items and digital (logical) items in the same model
Product models can contain either physical items or digital (logical) items but not both in the same model
Products models can only contain digital (logical) items
Product models can only contain physical items
Which roles can propose a case as a Major Case candidate? (Choose three.)
Customer service agent (sn_customerservice_agent)
Customer case manager (sn_customerservice.customer_case_manager)
Major issue manager (sn_majorissue_mgt.major_issue_manager)
Customer service manager (sn_customerservice_manager)
Proxy contact (sn_customerservice.proxy_contact)
Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?
In-form Analytics
CSM Prediction Results
Service Analytics
Case Spotlight
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)
What is a limitation regarding synchronization between a case and its associated work order?
The data copied over to the Work Order form when creating a work order from a case cannot be configured or customized
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 filled in but not the Company field
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?
Proactive Customer Service Operations
Trending Topics
Auto-Responder
Self-Service Analytics
Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?
Response Templates
Quick Messages
Templates
Quick Actions
Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)
Lookup and verify
Agent assist
Related search
Special handing notes
What is the purpose of the sidebar feature in CSM Configurable Workspace?
To enable agents to collaborate with other agents or Subject Matter Experts (SMEs) in real-time for faster case resolution
Enables agents to keep information regarding details of the case visible at all times
Enables managers to discreetly monitor chats between agents and customers
Enables agents to access response templates to help them resolve cases faster and more efficiently
Why does the implementation team need to deliver core functionality to the customer as quickly as possible?
To complete any complex customizations early enough
To expand the technical reach
To realize near-term ROI (Return on Investment)
To facilitate the requirement gathering during the workshops
Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance? (Choose two.)
Plugins
XML unloads
Update Sets
Store Apps
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 7 days
After 1 day
After 3 days
After 5 days
Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?
The create contact (consumer) feature is only available in the CSM Configurable Workspace
The create contact (consumer) feature is not available in any of the CSM Workspaces
The create contact (consumer) feature is only available in the Agent Workspace
The create contact (consumer) feature is available in all CSM Workspaces
New case tasks use the following prefix:
CSTASK prefix
CSMTASK prefix
CASETASK prefix
No specific task prefix just existing TASK prefix
Service providers use business models to support their various customers. What type of customer is supported with the Business-to-Consumer (B2C) model?
Contacts
Individuals
Partners
Accounts
What is a household entity?
Group of users 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
Group of customers 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
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
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 primary values can be displayed in the contextual side panes instead of above the ribbon components
The form header's secondary values can only be displayed above the ribbon components
The form header for the case form can display five levels of field values from the case table
The form header's secondary values can be displayed in the contextual side panel instead of above the ribbon components
