Which feature enables employees to request support for themselves and for external customers?
In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?
What benefits does scoping an application bring? (Choose three.)
Installing the Customer Service Management plugin activates:
What is a case?
What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?
The assignment workbench uses configurable matching criteria to evaluate agents in a selected group and provide an overall ranking. What are the different types of criteria available for the assignment workbench?
Choose 3 answers
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 options can a survey administrator define on an individual survey? (Choose two.)
What is the benefit of a phased release approach?
What types of escalation templates can be created?
Choose 2 answers
What does the Agent Whisper function do?
When creating or importing assets for CSM, model categories are used to: (Choose three.)
Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
How many active OpenFrame configurations can you have on an instance?
What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)
What are the three out-of-the-box playbooks for CSM?
Choose 3 answers
Which ServiceNow products can be integrated out-of-the-box with CSM?
Choose 3 answers
Which step in Advanced Work Assignment (AWA) would ensure the work was allocated to the appropriate agent?
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
For security purposes certain roles cannot be assigned to a group or individual at the same time. Which of me following two roles would be restricted?
Which role must B2B and B2C customers obtain, at a MINIMUM, to have access to a ServiceNow instance?
When working with case types, what is the lowest level in the case type hierarchy called?
Based on which out-of-box attributes can Special Handling Notes be applied to cases?
Choose 3 answers
Match the definitions for roles relationships.
Hot Area:
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
How are Service Catalogs and Catalog Items related? (Choose two.)
What are the Forum User Types? (Choose three.)
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 feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?
On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)
How many outbound email accounts are supported in Customer Service Management?
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?
When configuring email in Communication Channels, how many outgoing email addresses are supported?
Service-aware Install Base consists of which entities? (Choose three.)
When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?
Partner admin (sn_customerservice.partner_admin) contacts have access to:
Which roles can propose a case as a Major Case candidate? (Choose three.)
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.)
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 is a supported external customer that, in turn, sells to and supports one or more customers?
The case digests feature includes which types of case communication? (Choose two.)
What is required to synchronize fields from a parent to a child case(s)?
From which one of the following can an agent create a CSM Case:
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?
In ServiceNow’s CSM Application, what is an interaction?
Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)
Which entity represents specific versions of products being sold to and supported for customers?
Which roles are considered external? (Choose two.)
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?
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.)
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
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :
What should be part of the pre-engagement collateral?
Which roles are considered external?
Choose 2 answers
Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
Options are :
Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?
In case management. Parent Child Synchronization allows for which of the following:
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?
What are the advantages of leading indicators over lagging indicators? (Choose two.)
What are common types of application record data that are imported during a CSM data migration? (Choose
two.)
What are the types of units used to measure entitlements? (Choose two.)
What is the purpose of the sidebar feature in CSM Configurable Workspace?
ESTION NO: 214
What is KCS (Knowledge Centered Services)?
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
What does NLU stand for?
Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can:
Options are :
What are the ways the Customer Portal Locale feature can be used?
Choose 2 answers
