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On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)
_____________________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.
Options are :
What is required to enable the Follow the sun field on the Customer Service Case form?
Based on which out-of-box attributes can Special Handling Notes be applied to cases?
Choose 3 answers
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance?
Choose 2 answers
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.)
Which of the following are true regarding the Community Portal application? (Choose two.)
What features are included with the Customer Service Portal?
Choose 3 answers
Which entity denotes the product instance that has been installed or provisioned for a customer?
What does Major issue Management use to identify all other customers impacted by a major case?
Which of the following best describes how the CSM application uses the Asset table?
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
Match the business rule to its function in the Self-Service Portal.
Hot Area:
In the 'Action Status' column on a case list, what does a blue indicator dot mean?
Which of the following are benefits of customer access management? (Choose two.)
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?
Which of the following are correct for parent/child synchronization? (Choose two.)
Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)
What is a limitation regarding synchronization between a case and its associated work order?
What should be done if an attribute about an Install Base Item is merely for informational purposes?
Which aspect of an install base item helps document the details of products installed at a customer location?
How are ServiceNow’s out-of-the-box Customer Service Management applications packaged? (Choose two.)
When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?
Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?
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?
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :
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?
What action can be performed by a Customer Admin (sn_customerservice.customer_admin) and NOT by a Customer (sn_customerservice.customer) in the Customer Service Portal?
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(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?
In case management. Parent Child Synchronization allows for which of the following:
Which of the following options can a survey administrator define on an individual survey? (Choose two.)
When configuring email in Communication Channels, how many outgoing email addresses are supported?
Which role must B2B and B2C customers obtain, at a MINIMUM, to have access to a ServiceNow instance?
Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
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?
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?
What is the specific type of catalog item called that allows users to create any type of task, such as cases, from the Service Catalog?
Which feature provides easy-to-configure integrations between the Now Platform and third-party Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) tools or platforms?
Customer service personnel who are allocated the customer service agent (sn_customerservice_agent) role are responsible for which of the following tasks? (Choose four.)
If only one user reports a content for moderation, the content will be hidden.
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
Information in the Case Field ‘Contact’ is copied to which Incident Field?
Which feature enables employees to request support for themselves and for external customers?
Why does the implementation team need to deliver core functionality to the customer as quickly as possible?
What attribute/field is employed to construct the hierarchy of Install Base Items in a system?
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?
Which of the following are best practice with regard to data imports? (Choose two.)
Which roles are responsible for maintaining account team membership? (Choose two.)
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?
Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?
TESTED 18 Jun 2025
