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 feature does the Product Model and Catalog Items Relationship plugin enable?
Which of the following is a required field in the Resolution Information tad in order to close a case?
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :
When configuring email in Communication Channels, how many outgoing email addresses are supported?
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)
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.)
To which recipient types can targeted communications (publications) be sent? (Choose two.)
ACME corporation wants to use ServiceNow CSM for supporting their customers through Twitter. What CSM entity would you recommend ACME to store the customer’s Twitter profile details?
Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?
Which of the following options can a survey administrator define on an individual survey? (Choose two.)
Who can create a customer service case from a community discussion? (Choose two.)
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
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?
_____________________ 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 :
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
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?
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?
An entitlement defines the types of support a customer receives. Entitlements are based on a number of standard fields such as product and asset. When Proactive Customer Service Operations is implemented which additional fields could be used?
Choose 2 answers
When working with case types, what is the lowest level in the case type hierarchy called?
What is required to enable the Follow the sun field on the Customer Service Case form?
Which ServiceNow products can be integrated out-of-the-box with CSM?
Choose 3 answers
________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :
Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?
Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)
In case management. Parent Child Synchronization allows for which of the following:
Which of the following statements is correct with regards to partners vs. third-parties in ServiceNow's CSM application?
Choose 2 answers
Which of the following child case states would cause parent - child case synchronization to fail?
Choose 3 answers
Which feature enables employees to request support for themselves and for external customers?
Which feature provides easy-to-configure integrations between the Now Platform and third-party Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) tools or platforms?
What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)
In Advanced Work Assignment, what does the overflow assignment capability do, if defined?
Which entity represents specific versions of products being sold to and supported for customers?
Special Handling Notes can apply to which one of the following based on specific attributes?
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
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?
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?
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
What are the three main components that make up Proactive Customer Service Operations?
Choose 3 answers
In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?
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?
With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?
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?
Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident. Problem and Change forms. What do you recommend to your customer?
What does Major issue Management use to identify all other customers impacted by a major case?
Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)
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TESTED 24 Nov 2024
