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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?
What are the characteristics of Knowledge Categories?
What is required to synchronize fields from a parent to a child case(s)?
What does the Agent Whisper function do?
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)
Entitlements specify the level of service provided to customers.
Special Handling Notes can apply to which one of the following based on specific attributes?
In case management. Parent Child Synchronization allows for which of the following:
User criteria records may be applied to which knowledge items?
In the 'Action Status' column on a case list, what could a blue indicator dot mean?
Customer Service Trending Topics is a capability that enables companies to use Predictive Intelligence to quickly pinpoint factors driving up case volume and act to mitigate them. Which of the following would be a benefit of using Predictive Intelligence Customer Service Trending Topics?
Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)
What criteria can be used to determine when a new inbound case should be opened?
A consumer service agent receives and accepts a case which was created by a consumer. The agent needs and requests more information from the consumer. After receiving the information, the agent proposes a solution that is accepted by the consumer Given this scenario, what is the chronological order of case states used to manage this case?
What are benefits of me Conversation History feature? (Choose two.)
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
Options are :
Information in the Case Field ‘Contact’ is copied to which Incident Field?
Which of the following is a required field in the Resolution Information tad in order to close a case?
From a security perspective, scoping brings several benefits: (Choose two.)
To which entities can Special Handling Notes be applied out of the box?
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?
Which application must be activated to enable customers to check in on-line for future appointments?
What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?
Agents and managers cannot create knowledge articles from Community questions.
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 of the following are benefits of customer access management? (Choose two.)
What role does the Engagement Manager play before the Workshop? (Choose two.)
Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance?
Choose 2 answers
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.)
From a service provider’s perspective, is the following a product or an asset?
A cable modem model that the service provider sells.
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
What are the types of matching criteria for Customer Service? (Choose four.)
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
Which of the following are correct for parent/child synchronization? (Choose two.)
What is a case?
The self-registration feature enables new customer contacts to submit registration requests from the customer portal. Which role is responsible for creating the unique registration code for each account?
What is the purpose of the Guided Decisions capability?
Matching rules enhance assignment capability by ____________________.
By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)
What functionality is required to automatically close resolved cases if customers do not respond within a specified time?
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
Which of the following is a condition for matching rules?
What do blue circles in the timeline of a case form represent?
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?
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?
What are the ways the Customer Portal Locale feature can be used?
Choose 2 answers
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?
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
What can a person assigned with the customer role access on the customer service portal by default? (Choose three.)
How are ServiceNow’s out-of-the-box Customer Service Management applications packaged? (Choose two.)
Which of the following roles can update a consumer's record? (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?
If only one user reports a content for moderation, the content will be hidden.
What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)
What are Special Handling Notes used for?
Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)
What should be emphasized when designing solutions? (Choose three.)
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?
From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case? (Choose three.)
Which of the following roles cannot update a consumer’s record?
Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)
When creating or importing assets for CSM, model categories are used to: (Choose three.)
Which of the following statements is correct regarding product models in CSM?
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 table must be extended when creating a new case type?
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.)
Which of the following are best practice with regard to data imports? (Choose two.)
Service-aware Install Base consists of which entities? (Choose three.)