Exact2Pass
Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
Options are :
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)
_____________________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.
Options are :
Which feature allows for the creation and management of product data and relationships within the CSM application?
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
In the 'Action Status' column on a case list, what does a blue indicator dot mean?
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :
What are the types of units used in counting for entitlements in ServiceNow?
And the options are:
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?
What role does the Engagement Manager play before the Workshop? (Choose two.)
From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case? (Choose three.)
Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)
What functionality is required to automatically close resolved cases if customers do not respond within a specified time?
Which of the following best describes how the CSM application uses the Asset table?
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.)
________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :
Which ServiceNow products can be integrated out-of-the-box with CSM?
Choose 3 answers
The CSM application has a feature that can be used to filter records in CSM-related tables which are accessible by users with CSM roles. This feature makes it unnecessary to create business logic for those persona access the data. What is this feature?
Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?
Which of the following are benefits of customer access management? (Choose two.)
After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?
Agents and managers cannot create knowledge articles from Community questions.
Which data model should be employed to track a household where a group of consumers share a common address?
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?
What action is required to enable agents to create an incident record for a case?
Which feature enables employees to request support for themselves and for external customers?
How many outbound email accounts are supported in Customer Service Management?
As an agent you can report a knowledge gap, if you cannot find relevant articles that could help resolve a case. Which action is required to create the knowledge gap?
When configuring email in Communication Channels, how many outgoing email addresses are supported?
What does viewing a customer’s install base enable customer service agents to do? (Choose two.)
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?
External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:
Which of the following child case states would cause parent - child case synchronization to fail?
Choose 3 answers
What feature does the Product Model and Catalog Items Relationship plugin enable?
Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
Who can create a customer service case from a community discussion? (Choose two.)
Information in the Case Field ‘Contact’ is copied to which Incident Field?
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.)
What action can be performed by a Partner Admin (sn_customerservice.partner_admin) and NOT by a Partner (sn_customerservice partner) in the Customer Service Portal?
Now Create provides a prescriptive methodology, leading practices, and accelerators to help with ServiceNow implementations and upgrades How many sequential project phases and exit gates are there in the Now Create Methodology?
Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
Advanced Work Assignment assigns work to agents based on their availability, capacity, and skills. Agent Affinity enhances the Advanced Work Assignment process by adding additional agent details organized by affinity type. Which of these are these affinity types?
Choose 3 answers
What is a supported external customer that, in turn, sells to and supports one or more customers?
In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)
