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________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :
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?
What features are included with the Customer Service Portal?
Choose 3 answers
What do blue circles in the timeline of a case form represent?
What is required to synchronize fields from a parent to a child case(s)?
What does NLU stand for?
To which recipient types can targeted communications (publications) be sent? (Choose two.)
Agents and managers cannot create knowledge articles from Community questions.
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?
What are available matching criteria for case assignment in Customer Service Management?
Choose 3 answers
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
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?
Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)
How can multiple service catalogs be made available on the Customer Service Portal?
Which social media channels are NOT available out-of-box?
Predictive Intelligence improves Case management by:
The case digests feature includes which types of case communication? (Choose two.)
From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case? (Choose three.)
Which of the following statements is correct regarding product models in CSM?
Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)
What’s the purpose of the Deactivate Special Handling Notes Scheduled Job?
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?
What functionality is required to automatically close resolved cases if customers do not respond within a specified time?
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?
Advanced 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 3 answers
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.)
In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)
From a service provider’s perspective, is the following a product or an asset?
A cable modem model that the service provider sells.
After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
Which application must be activated to enable customers to check in on-line for future appointments?
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?
Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :
Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?
In ServiceNow’s CSM Application, what is an interaction?
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
Which roles can propose a case as a Major Case candidate? (Choose three.)
By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)
User criteria records may be applied to which knowledge items?
What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?
Which of the following roles can update a consumer's record? (Choose two.)
What is a limitation regarding synchronization between a case and its associated work order?
What are the three out-of-the-box playbooks for CSM?
Choose 3 answers
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)
What should be emphasized when designing solutions? (Choose three.)
Which roles are considered external? (Choose two.)
Regarding Account Teams, what is the purpose of marking a role as 'unique'?
Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?
What are the Critical Success Factors that are related to CSM Suite Implementations? (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?
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals. What can they approve in relation to cases via the portals?
During which Now Create stage are workshops conducted?
What is the most efficient way to get cases to be dosed automatically after a few days?
What are the three main components that make up Proactive Customer Service Operations?
Choose 3 answers
For security purposes certain roles cannot be assigned to a group or individual at the same time. Which of me following two roles would be restricted?
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?
How are ServiceNow’s out-of-the-box Customer Service Management applications packaged? (Choose two.)
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 is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?
Which of the following roles cannot update a consumer’s record?
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
Which one is NOT a dependency for the Customer Service Plugin?
Information about a customer’s service contract is found in Knowledge.