Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? (Choose three.)
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
Read the use case below to determine if the customer service relationship is B2B or B2C.
Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage
is local to the customer and scheduled a technician to Mary’s house.
________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :
What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?
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.)
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :
Which of the following are true regarding the Community Portal application? (Choose two.)
What will be the state of a case after a customer rejects the solution proposed by an agent?
Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)
Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)
Asset classes are defined to allow for logical grouping of assets. There are five asset classes provided to group assets, each Asset class provides unique functionality for that group of Assets in the platform. Which of the following are the asset classes used? (Choose five.)
What action is required to enable agents to create an incident record for a case?
Information in the Case Field ‘Contact’ is copied to which Incident Field?
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
What features are included with the Customer Service Portal?
Choose 3 answers
Which of the following options can a survey administrator define on an individual survey? (Choose two.)
An Account Relationship is based on a defined account relationship type. Users with the System Administrator role can define two types of relationships:
Choose 2 answers
By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)
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 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.)
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.)
Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?
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.)
Why does the implementation team need to deliver core functionality to the customer as quickly as possible?
When working with communication channels, what inbound email flows are available by default? (Choose two.)
Once a major case candidate is approved a major case is created. What then happens to the customer case?
An account is a supported external customer and a contact is a user who is an employee of an account. How many accounts can a contact be associated with?
External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals. What can they approve in relation to cases via the portals?
Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?
When creating or importing assets for CSM, model categories are used to: (Choose three.)
What is the specific type of catalog item called that allows users to create any type of task, such as cases, from the Service Catalog?
External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:
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?
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
Using the out-of-the-box major issue management process flow, a consumer service agent proposes an existing case in the Open state as a major case candidate. The major case candidate has a consumer defined and is approved by the customer service manager What happens to the major case candidate?
Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?
Service providers use business models to support their various customers. What type of customer is supported with the Business-to-Consumer (B2C) model?
Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance?
Choose 2 answers
What allows the implementation of phases and tasks to meet performance goals track progress and measure success?
What functionality is required to automatically close resolved cases if customers do not respond within a specified time?
Which of the following are best practice with regard to data imports? (Choose two.)
Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)
Access to a Knowledge base or Article can be restricted based on a customer’s assets and the product models using which of the following? (Choose two.)
Which of the following are correct for parent/child synchronization? (Choose two.)