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What feature does the Product Model and Catalog Items Relationship plugin enable?
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?
Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)
What must a system administrator configure to define a different approval workflow for an escalation request?
How are ServiceNow’s out-of-the-box Customer Service Management applications packaged? (Choose two.)
Once a major case candidate is approved a major case is created. What then happens to the customer case?
What are the ways the Customer Portal Locale feature can be used?
Choose 2 answers
In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?
After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?
In Advanced Work Assignment, what does the overflow assignment capability do, if defined?
________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :
Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?
From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case? (Choose three.)
In case management. Parent Child Synchronization allows for which of the following:
An Account Relationship is based on a defined account relationship type. Users with the System Administrator role can define two types of relationships:
Choose 2 answers
Which of the following roles have permission to create a relationship between a contact and an account? (Choose two.)
When configuring email in Communication Channels, how many outgoing email addresses are supported?
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?
From a service provider’s perspective, is the following a product or an asset?
A cable modem model that the service provider sells.
What are the three main components that make up Proactive Customer Service Operations?
Choose 3 answers
Which ServiceNow products can be integrated out-of-the-box with CSM?
Choose 3 answers
The case digests feature includes which types of case communication? (Choose two.)
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
What criteria can be used to determine when a new inbound case should be opened?
By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)
When integrating Customer Service Management with IT Service management what separate action is required for Request Management?
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?
Who can create a customer service case from a community discussion? (Choose two.)
Which predefined conversations are available for Customer Service Virtual Agent? (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 a limitation regarding synchronization between a case and its associated work order?
What can a person assigned with the customer role access on the customer service portal by default? (Choose three.)
Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident. Problem and Change forms. What do you recommend to your customer?
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 roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)
Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)
What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?
Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
Options are :
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.)
Which of the following are correct for parent/child synchronization? (Choose two.)
Out-of-box, which functionality handles state transitioning for case management?
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
When working with communication channels, what inbound email flows are available by default? (Choose two.)
What are available matching criteria for case assignment in Customer Service Management?
Choose 3 answers
TESTED 24 Nov 2024
