Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?
Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
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?
What are common types of application record data that are imported during a CSM data migration? (Choose
two.)
What determines how an escalation request is processed?
Which of the following statements is correct with regards to partners vs. third-parties in ServiceNow's CSM application?
Choose 2 answers
When working with case types, what is the lowest level in the case type hierarchy called?
What one of the following is optional when creating a Catalog workflow?
Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
Options are :
What is the primary output from the Requirements Gathering workshop?
What action is required to enable agents to create an incident record for a case?
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
Predictive Intelligence improves Case management by:
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)
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?
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?
Which of the following are benefits that may be gained from using communities?
Choose 3 answers
What will be the state of a case after a customer rejects the solution proposed by an agent?
Once a major case candidate is approved a major case is created. What then happens to the customer case?
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?
In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)
What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?
Partner admin (sn_customerservice.partner_admin) contacts have access to:
What is required to synchronize fields from a parent to a child case(s)?
Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?
What is knowledge article versioning?
What are the different resource matching methods on the Matching Rule form?
Choose 3 answers
Which of the following best describes how the CSM application uses the Asset table?
Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?
Which of the following child case states would cause parent - child case synchronization to fail?
Choose 3 answers
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?
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 are the types of matching criteria for Customer Service? (Choose four.)
After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?
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.)
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
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?
Out-of-the-box. cases are automatically closed after how many days?
Which table must be extended when creating a new case type?
Which table does the Account (customer_account) table extend?
What are the types of units used to measure entitlements? (Choose two.)
Which of the following is correct regarding the social med a channel?
What allows the implementation of phases and tasks to meet performance goals track progress and measure success?
Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can:
Options are :
What are the recommended good practices when running implementation workshops?
Choose 3 answers
What features are included with the Customer Service Portal?
Choose 3 answers
What is the most efficient way to get cases to be dosed automatically after a few days?
When are child cases updated from the parent case?
What is the purpose of a Catalog Item variable?
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
Which of the following roles have permission to create a relationship between a contact and an account? (Choose two.)
Based on which out-of-box attributes can Special Handling Notes be applied to cases?
Choose 3 answers
Customer Service Management 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?
Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)
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 of the following are correct for parent/child synchronization? (Choose two.)
Why does the implementation team need to deliver core functionality to the customer as quickly as possible?
When the virtual agent plugin is installed NLU is activated but is not available for use until what two configurations are completed?
Choose 2 answers
What types of escalation templates can be created?
Choose 2 answers
What functionality is required to automatically close resolved cases if customers do not respond within a specified time?
_____________________ 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 :
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?
New case tasks use the following prefix:
With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?
From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case? (Choose three.)
Which of the following are benefits of customer access management? (Choose two.)
Which step in Advanced Work Assignment (AWA) would ensure the work was allocated to the appropriate agent?
Which social media channels are NOT available out-of-box?
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