ServiceNow CSM Practice Exam 4

Service-aware Install Base consists of which entities? (Choose three.)

• Assets

• Installed Products

• Install Base Items

• Sold Products

• Configuration Items

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

• Cases are NOT created automatically from any of the social channels

• Cases are created automatically from all of the social channels

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

• Cases cannot be created from any of the social channels

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.)

• CSM Workspace

• Assignment Rules

• State Flows

• Assignment Workbench

Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)

• Customer service portal

• Knowledge articles

• Consumer service portal

• Communities

• Service catalog

Benefits of Proactive Customer Service Operations include: (Choose two.)

• Guaranteed increase in customer satisfaction

• Major cases can be eliminated as there will be no Impact to customers

• Reduced Mean Time To Resolve (MTTR)

• Reduced inbound calls from customers

• Reduction in staff turnover

Based on which out-of-box attributes can Special handling Notes be applied to cases? (Choose three.)

• Account

• Install Base Item

• Contact

• Product

• Service Contract

When creating or importing assets for CSM, model categories are used to: (Choose three.)

• Build a classification structure for product models

• Model the configuration options for each product model being sold to customers

• Group assets together

• Define a link between Asset classes and Configuration Item (CI) classes

• Define whether a Configuration Item (CI) is created when an Asset record is created or vice versa

In CSM Asset Management has a different meaning than in ITSM or Corporate Finance. Which of the following defines Asset Management in CSM?

• Asset management has different use cases for tracking specific products or services customers are using

• It includes all of the data crucial to support customers as efficiently as possible

• A generic activity or process responsible for tracking and reporting the value and ownership of assets throughout their lifecycle

• The process of developing, operating, maintaining, upgrading, and disposing of assets in the most cost-effective manner

When are any changes to the platform considered a customization?

• When they require an implementation spread across all project phases

• If they are NOT applied through the usage of built-in tools on the Now Platform

• When they are solely implemented for a custom application

• When there are business demands for custom functionality that is not offered out-of-the-box

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

• System Admin

• Customer Case Manager

• Customer Service Manager

• Customer Admin