What are benefits of me Conversation History feature? (Choose two.)

Shorter calls for agents by reducing the time to search for information

Improved customer satisfaction as agents can respond to and resolve customer issues faster

A customized admin chat toolbar with emojis for agents to use in chat messages

Better language management by flagging key words and alerting chat managers when agents use one or more of those words

What is the benefit of a phased release approach?

Delivery of core functionality quickly

Team members schedules are able to synchronize

Working across multiple systems of record

What is the most efficient way to get cases to be dosed automatically after a few days?

Activate the Auto Close Resolved Cases flow

Set the property glide.auto.close.cases resolved to true

Create a workflow associated with cases with a timer that changes the state after a few days

Create a Scheduled job that looks at the resolved_at date

Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)

Customer service manager (sn_customerservice_manager)

Customer administrator (sn_customerservice.customer_admin)

Partner (sn_customerservice.partner)

A contact can submit a self-registration request from the customer portal with a registration code. Which of the following roles can approve the request? (Choose three.)

Customer service manager (sn_customerservice_manager)

Customer administrator (sn_customerservice.customer_admin)

Partner administrator [sn_customerservice.partner_admon]

Service organization administrator (sn_customerservice.service_organization_admin)

What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)

Work orders can be created from a case

Customer can access work order details and tasks created for their case

Guided decisions is a decision authoring and execution capability that dynamically guides agents to resolve complex cases. Guided decisions consist of decision trees. What is a decision tree?

A step-by-step methodology for creating and solving different case types

A detailed check list for customer service teams

A multi-step process consisting of a series of questions answers, and guidance

A set of steps used to define a complex process

Customer service personnel who are allocated the customer service agent (sn_customerservice_agent) role are responsible for which of the following tasks? (Choose four.)

Assist customers with questions, issues and problems

The ServiceNow add-in for Microsoft Outlook enables you to manage workflows such as creating and updating contacts and cases from within Microsoft Outlook. How could this feature positively affect customer experience?

As email is being used fewer agents would be required to create cases so service costs would go down

It is easier to report on data in emails which means managers would be better placed to track performance

It can lead to taster resolution of customer issues and faster response to customer inquiries

It would guarantee less wait time for customers who chose to call the customer service center

In ServiceNow’s CSM Application, what is an interaction?

A request for assistance made through a chat, phone call, or walk-up

Any configuration item that has been made accessible to customers

A record that a Customer Service Agent uses to identify and resolve a question or an issue for an external customer

A binding agreement between two parties

Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)

Can research questions issues, or problems, and create view and edit cases for only their own accounts

Can view assets belonging to their account

Can assign the roles to other contacts in the same account

Can edit information or roles for existing contacts

What does viewing a customer’s install base enable customer service agents to do? (Choose two.)

See the detailed configurations of the products and services deployed for a customer to determine me action needed

Close an upsell of related products and services not yet purchased by a customer

Monitor alerts for operational services and configuration items that affect service health

Trace information provided m a case to the right product or service to which it relates

Which roles are responsible for maintaining account team membership? (Choose two.)

Customer Service Manager [sn_customerservice_manager]

Customer Admin [sn_customerservice.customer.admin]

Customer Case Manager [sn_customerservice.customer_case_manager]

Which of the following are benefits of customer access management? (Choose two.)

It increases security by automatically granting access to cases based on access to sold product.

It improves the customer experience by enabling related parties to track and collaborate on cases.

It defaults the responsibility for access management to the customer.

It defaults the responsibility for access management to the customer service agent.

CSM Quiz #7

Authored by Dustin Sizemore

Computers

Professional Development

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36 questions

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MULTIPLE SELECT QUESTION

30 sec • 1 pt

Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)

Create Contact

Check Case Status

Close Case

Get Help with an Order

Get Help with an Asset

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What will be the state of a case after a customer rejects the solution proposed by an agent?

In Progress

Open

New

Solution Rejected

MULTIPLE SELECT QUESTION

30 sec • 1 pt

Which of the following statements is correct with regards to partners vs. third-parties in ServiceNow’s CSM application? (Choose two.)

A partner will own the relationship with their customer

A partner and a third party are the same in ServiceNow’s CSM application

A partner does not own the relationship with a customer. This relationship is owned by the organization they are partnering

A partner is an organization that has been contracted to sell products and services they have actually purchased from another organization

A partner does not own any of the products or services provided by their partnering organization, instead they help to sell, deliver and support them on their behalf

MULTIPLE SELECT QUESTION

30 sec • 1 pt

Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)

Skills

Availability

Capacity

Shifts

Experience

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Installing the Customer Service Management plugin activates:

Only one other plugin - Field Service Management Plugin

No other Plugins

Only two other plugins - Portal and Case Management

Many other plugins at the same time

MULTIPLE SELECT QUESTION

30 sec • 1 pt

From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case? (Choose three.)

Account

Incident

Customer Service Application

Special Handling Note

Chat

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which table must be extended when creating a new case type?

Case (sn_customerservice_case)

Case Task (sn_customerservice_case_task)

Task (task)

Case Type (sn_case_type)

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CSM Quiz #7

Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)

What will be the state of a case after a customer rejects the solution proposed by an agent?

Which of the following statements is correct with regards to partners vs. third-parties in ServiceNow’s CSM application? (Choose two.)

Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)

Installing the Customer Service Management plugin activates:

From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case? (Choose three.)

Which table must be extended when creating a new case type?

What are benefits of me Conversation History feature? (Choose two.)

What is the benefit of a phased release approach?

On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)

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