Which of the following is correct regarding the social media channel?

Cases are NOT created automatically from any of the social channels

Cases cannot be created from any of the social channels

Cases can be created automatically depending on which social channel is used

Cases are created automatically from all of the social channels

When integrating Customer Service Management with IT Service management what separate action is required for Request Management?

Activation of the Customer Service with Request Management plugin (com.sn_cs_sm_request)

Activation of the Customer Service with Service Management plugin (com.sn_cs_sm)

Activation of the Customer Service Case Action Status plugin (com.snc.csm_action_status)

Activation of the Customer Service plugin (com.sn_customerservice)

New case tasks use the following prefix:

No specific task prefix just existing TASK prefix

When are child cases updated from the parent case?

Automatically upon update of parent

When the Sync scheduled job runs

What is a limitation regarding synchronization between a case and its associated work order?

If information changes on the Case form it is not updated on the Work Order form

Updates on a case or work order will only synchronize after the work order is approved

When creating a work order from a case only the Account field on the work order form is filed in but not the Company field

The data copied over to the Work Order form when creating a work order from a case cannot be configured or customized

Which roles can propose a case as a Major Case candidate? (Choose three.)

Customer service manager (sn_customerservice_manager)

Customer service agent (sn_customerservice_agent)

Major issue manager (sn_majorissue_mgt.major_issue_manager)

Proxy contact (sn_customerservice.proxy_contact)

Customer case manager (sn_customerservice.customer_case_manager)

What benefits does scoping an application bring? (Choose three.)

CSM teams can move at their desired pace, independent of IT

Provides CSM teams autonomy and control

CSM application data and business logic is protected from changes by other applications

Account records can be changed only while in the CSM scope

Changes in different scopes can be addressed in a single update set

A customer service agent wants to escalate an account but is unable to use the Escalate Account related link on the Account form. What could be the reasons why the customer service agent is not able to use it? (Choose two.)

No escalation approval flow is configured

The customer service agent is not assigned with the escalation requester role

The parent account of the account to be escalated is not active

The account already has an open escalation record

After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?

Customer Service Historic Data Collection

Customer Service Initial Data Collection

Customer Service Daily Data Collection

Customer Service Case Data Collection

What allows the implementation of phases and tasks to meet performance goals track progress and measure success?

Continual Improvement Management

Performance Analytics Spotlight

For security purposes certain roles cannot be assigned to a group or individual at the same time. Which of the following two roles would be restricted?

snc_internal and sn_customerservice.consumer_agent

snc_internal and sn_customerservice_agent

snc_external and sn_customerservice.customer

What are Special Handling Notes used for?

Bring important information about individual records to an agent's attention

For agents to view articles and attach them to a case

To ensure customers get the service they are entitled to receive

Help agents identify in which time zone a contact is located

A customer service manager would like to limit the reading and creation of knowledge articles within a specific Knowledge Base to the Customer Support group only. Which features should be used to accomplish this? (Choose two.)

Cannot Contribute user criteria

Whitelist all other groups from the Knowledge Base

Hide the Knowledge Base from the Knowledge Base Portal

In case management, Parent Child Synchronization allows for which of the following:

Enabling the Customer Service agent to create cases so that all the children cases can be managed by managing the parent case

Parent cases to automatically generate child cases when all fields are filled out thus synchronized auto-population

Child cases to be separated from Parent cases and will not be synchronized automatically

Synchronization of all child cases as well as children of child cases on all levels

CSM Quiz #6

Authored by Dustin Sizemore

Computers

Professional Development

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33 questions

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MULTIPLE CHOICE QUESTION

30 sec • 1 pt

User criteria records may be applied to which knowledge items?

Knowledge Base and Category

Knowledge Base Category and Article

Knowledge Base and Article

Knowledge Base

MULTIPLE SELECT QUESTION

30 sec • 1 pt

What are the three main components that make up Proactive Customer Service Operations? (Choose three.)

Service-Aware CMDB

Service-Aware Install Base

Service Monitoring

Service Reporting

Proactive Prevention

MULTIPLE SELECT QUESTION

30 sec • 1 pt

What are the three out-of-the-box playbooks for CSM? (Choose three.)

Case playbook for Onboarding

Case playbook for Billing

Case playbook for Accounts

Case playbook for Product Support

Case playbook for Complaints

MULTIPLE SELECT QUESTION

30 sec • 1 pt

Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance? (Choose two.)

XML unloads

Plugins

Store Apps

Update Sets

MULTIPLE SELECT QUESTION

30 sec • 1 pt

What are available matching criteria for case assignment in Customer Service Management? (Choose three.)

Partner Hours

Certifications

Matching Skills

Availability Today

Distance

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is the purpose of the sidebar feature in CSM Configurable Workspace?

Enables agents to keep information regarding details of the case visible at all times

Enables agents to access response templates to help them resolve cases faster and more efficiently

To enable agents to collaborate with other agents or Subject Matter Experts (SMEs) in real-time for faster case resolution

Enables managers to discreetly monitor chats between agents and customers

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is the specific type of catalog item that allows users to create any type of task, such as cases, from the Service Catalog?

Request Item

Service Catalog Request

Record Producer

Catalog Item

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CSM Quiz #6

User criteria records may be applied to which knowledge items?

What are the three main components that make up Proactive Customer Service Operations? (Choose three.)

What are the three out-of-the-box playbooks for CSM? (Choose three.)

Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance? (Choose two.)

What are available matching criteria for case assignment in Customer Service Management? (Choose three.)

What is the purpose of the sidebar feature in CSM Configurable Workspace?

What is the specific type of catalog item that allows users to create any type of task, such as cases, from the Service Catalog?

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?

Depending on the CSM application configurations, cases can be assigned to agents manually or by using auto-assignment. Which routing and assignment features leverage matching rules? (Choose two.)

What does Major issue Management use to identify all other customers impacted by a major case?

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