CSM Quiz #2

Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)

• Manage requests

• Execute assigned tasks

• Close work orders

• Manage cases

• Manage assets

Information in the Case Field ‘Contact’ is copied to which Incident Field?

• Contact

• User

• Customer

• Caller

How many active OpenFrame configurations can you have on an instance?

• 2

• Unlimited

• 1

• 3

What are common types of application record data that are imported during a CSM data migration? (Choose two.)

• Knowledge Article

• Accounts

• Chat

• Case

Which are the key self-service functions of the Customer Support Portal? (Choose three.)

• Community

• Knowledge Base

• Open An Incident

• Service Catalog

Which of the following are channels? (Choose two.)

• Contacts

• Web

• Chat

• Article

Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?

• Open an incident

• Viewing knowledge articles

• Live chat

• Consumer self-registration

The Customer Support Portal default configuration provides the following channels to interact with customers? (Choose two.)

• Web

• Social

• Chat

• Email

The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.

• True

• False

Read the use case below to determine if the customer service relationship is B2B or B2C. Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage is local to the customer and scheduled a technician to Mary’s house.

• B2C

• B2B