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Why does the implementation team need to deliver core functionality to the customer as quickly as possible?
Which of the following are best practice with regard to data imports? (Choose two.)
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 2 answers
Special Handling Notes can apply to which one of the following based on specific attributes?
Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)
What are the types of matching criteria for Customer Service? (Choose four.)
If only one user reports a content for moderation, the content will be hidden.
Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?
Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)
In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?
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?
ACME corporation wants to use ServiceNow CSM for supporting their customers through Twitter. What CSM entity would you recommend ACME to store the customer’s Twitter profile details?
Which of the following child case states would cause parent - child case synchronization to fail?
Choose 3 answers
Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)
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?
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?
What does viewing a customer’s install base enable customer service agents to do? (Choose two.)
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
Which of the following options can a survey administrator define on an individual survey? (Choose two.)
When working with communication channels, what inbound email flows are available by default? (Choose two.)
What are the advantages of leading indicators over lagging indicators? (Choose two.)
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.)
Customer service personnel who are allocated the customer service agent (sn_customerservice_agent) role are responsible for which of the following tasks? (Choose four.)
Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)
Which of the following are true regarding the Community Portal application? (Choose two.)
Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
Options are :
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.)
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?
What features are included with the Customer Service Portal?
Choose 3 answers
Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)
When creating or importing assets for CSM, model categories are used to: (Choose three.)
What can a person assigned with the customer role access on the customer service portal by default? (Choose three.)
________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :
What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :
In the Customer Service Management space, what does the term asset management mean?
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?
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.)
What’s the purpose of the Deactivate Special Handling Notes Scheduled Job?
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?
Which application must be activated to enable customers to check in on-line for future appointments?
TESTED 24 Apr 2024
