Exact2Pass
When creating or importing assets for CSM, model categories are used to: (Choose three.)
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 of the following is a required field in the Resolution Information tad in order to close a case?
What are common types of application record data that are imported during a CSM data migration? (Choose
two.)
Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?
When the virtual agent plugin is installed NLU is activated but is not available for use until what two configurations are completed?
Choose 2 answers
Special Handling Notes can apply to which one of the following based on specific attributes?
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?
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 allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance?
Choose 2 answers
Which of the following child case states would cause parent - child case synchronization to fail?
Choose 3 answers
What are the types of matching criteria for Customer Service? (Choose four.)
What will be the state of a case after a customer rejects the solution proposed by an agent?
_____________________ 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 ServiceNow products can be integrated out-of-the-box with CSM?
Choose 3 answers
From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case? (Choose three.)
Which feature enables employees to request support for themselves and for external customers?
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
Based on which out-of-box attributes can Special Handling Notes be applied to cases?
Choose 3 answers
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
Which of the following statements is correct regarding product models in CSM?
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 are the key self-service functions of the Customer Support Portal? (Choose three.)
Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)
Who can create a customer service case from a community discussion? (Choose two.)
What functionality is required to automatically close resolved cases if customers do not respond within a specified time?
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.)
Which application must be activated to enable customers to check in on-line for future appointments?
After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?
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?
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
What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?
When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?
Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?
In Advanced Work Assignment, what does the overflow assignment capability do, if defined?
On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)
If only one user reports a content for moderation, the content will be hidden.
What role does the Engagement Manager play before the Workshop? (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.)
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)
What is a supported external customer that, in turn, sells to and supports one or more customers?
How many outbound email accounts are supported in Customer Service Management?
In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
Which entities combined together make up the Service-aware Install Base?
Choose 3 answers
What are the advantages of leading indicators over lagging indicators? (Choose two.)
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?
Customer service personnel who are allocated the customer service agent (sn_customerservice_agent) role are responsible for which of the following tasks? (Choose four.)
What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?
