CIS CSM #3

The default configuration automatically closes resolved Cases after how many days?

• A. 5 days

• B. Cases are not automatically closed by default

• C. 3 days

• D. 10 days

Which roles are considered external? (Choose two.)

• A. Consumer Support Agent (sn_customerservice.consumer_agent)

• B. Customer Admin (sn_customerservice.customer_admin)

• C. Partner Admin (sn_customerservice.partner_admin)

• D. Customer Service Agent (sn_customerservice_agent)

Proactive Customer Service Operations work Event Management to proactively monitor and fix issues affecting customers. It can also trigger case workflows and enable organizations to notify customers whose services or products are impacted by an outage or issue.

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

• A. Proactive Prevention

• B. Service-Aware Install Base

• C. Service Reporting

• D. Proactive Case

• E. Service-Aware CMDB

• F. Service Monitoring

• • A. Proactive Prevention

• • B. Service-Aware Install Base

• • D. Proactive Case

• • E. Service-Aware CMDB

• • F. Service Monitoring

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?

• • A. Consumer (sn_customservice.consumer)

• • B. Customer (sn_suctomservice.customer)

• • C. External (snc_external)

• • D. Proxy Contact (sn_customservice.proxy_contact)

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?

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

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

• • C. It can lead to faster resolution of customer issues and faster response to customer inquiries

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

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

• A. Assist customers with questions, issues and problems

• B. Create cases

• C. Propose major cases

• D. View, edit, and work on cases

• E. Approve customer contacts

• F. Manage customer entitlements

• • A. Assist customers with questions, issues and problems

• • B. Create cases

• • C. Propose major cases

• • D. View, edit, and work on cases

• • E. Approve customer contacts

In the 'Action Status' column on a case list, what could a blue indicator dot mean?

• • A. Needs attention

• • B. Blocked internally

• • C. Blocked externally

• • D. Work in progress

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

• • B. A detailed check list for customer service teams

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

• • D. A set of steps used to define a complex process

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

• • A. Reduces agent workload

• • B. Reduces monthly case volume

• • C. Work orders can be created from a case

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

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.)

• • A. Customer service manager (sn_customerservice_manager)

• • B. System administrator (admin)

• • C. Customer administrator (sn_customerservice.customer_admin)

• • D. Partner administrator [sn_customerservice.partner_admin]

• • E. Service organization administrator (sn_customerservice.service_organization_admin)