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Match the business rule to its function in the Self-Service Portal.
Hot Area:
Which feature enables employees to request support for themselves and for external customers?
How are consumers related to households?
What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?
Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)
What is the most efficient way to get cases to be dosed automatically after a few days?
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.)
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.
Which field could be used for classifying different consumer addresses?
External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:
Which entities combined together make up the Service-aware Install Base?
Choose 3 answers
Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)
In the 'Action Status' column on a case list, what does a blue indicator dot mean?
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
Name a security benefit gained from using scoped applications:
To which recipient types can targeted communications (publications) be sent? (Choose two.)
Agents and managers cannot create knowledge articles from Community questions.
Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?
The default configuration automatically closes resolved Cases after how many days?
How are ServiceNow’s out-of-the-box Customer Service Management applications packaged? (Choose two.)
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?
What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)
Which type of catalog item may be found in a Service Catalog?
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
What are the recommended good practices when running implementation workshops?
Choose 3 answers
In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)
Special Handling Notes can apply to which one of the following based on specific attributes?
Which of the following are best practice with regard to data imports? (Choose two.)
Which of the following roles have permission to create a relationship between a contact and an account? (Choose two.)
Major Issue Management uses which one of the following capabilities?
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
Which of the following statements is correct with regards to partners vs. third-parties in ServiceNow's CSM application?
Choose 2 answers
In ServiceNow’s CSM Application, what is an interaction?
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?
What is a case?
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?
What are the conditions that matching rules are based on? (Choose two.)
What are the characteristics of Knowledge Categories?
The assignment workbench uses configurable matching criteria to evaluate agents in a selected group and provide an overall ranking. What are the different types of criteria available for the assignment workbench?
Choose 3 answers
What’s the purpose of the Deactivate Special Handling Notes Scheduled Job?
What action should be taken in the event that a product possesses a different set of non-configurable attributes?
And the options are:
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
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?
What are the three main components that make up Proactive Customer Service Operations?
Choose 3 answers
New case tasks use the following prefix:
When integrating Customer Service Management with IT Service management what separate action is required for Request Management?
What is the purpose of the sidebar feature in CSM Configurable Workspace?
What are the types of matching criteria for Customer Service? (Choose four.)
Service-aware Install Base consists of which entities? (Choose three.)
What should be done if an attribute about an Install Base Item is merely for informational purposes?
When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?
How can multiple service catalogs be made available on the Customer Service Portal?
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?
How many outbound email accounts are supported in Customer Service Management?
Articles can provide the following: (Choose three.)
Which of the following statements is correct regarding product models in CSM?
How are Service Catalogs and Catalog Items related? (Choose two.)
Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)
From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case? (Choose three.)
What role does the Engagement Manager play before the Workshop? (Choose two.)
What attribute/field is employed to construct the hierarchy of Install Base Items in a system?
What does the Agent Whisper function do?
Which one is NOT a dependency for the Customer Service Plugin?
________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :
What are common types of application record data that are imported during a CSM data migration? (Choose
two.)
Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?
Which of the following are correct for parent/child synchronization? (Choose two.)
Which of the following child case states would cause parent - child case synchronization to fail?
Choose 3 answers
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?
Benefits of Proactive Customer Service Operations include: (Choose two.)
Why does the implementation team need to deliver core functionality to the customer as quickly as possible?
From a security perspective, scoping brings several benefits: (Choose two.)
What is a limitation regarding synchronization between a case and its associated work order?
If the CSM Demo Data Plugin has been installed what are two options either of which will prepare that instance
to be used as part of the release path to production? (Choose two.)
Which of the following are channels? (Choose two.)
