Quiz
CSM 1 - ET
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Questions in this quiz (60)
1Agents and managers cannot create knowledge articles from Community questions.
- ATrue
- BFalse
2Information about a customer's service contract is found in Knowledge.
- ATrue
- BFalse
3From what places in SN can an agent create a case? (Choose three.)
- ACustomer Service Application
- BContact
- CAccount
- DChat
4What are the conditions that matching rules are based on? (Choose two.)
- AAgent resources best suited to work on a case
- BSpecific routing rules
- CFilters set up in advanced work assignment
- DSpecific case attributes
5Matching rules enhance assignment capability by ________________-.
- AMatching best agent by availability
- BProviding dynamic matching of cases to groups or individuals
- CDetermining if account is a customer or partner
- DMatching best agent by skill
6Special Handling Notes can apply to which one of the following based on specific attributes?
- ADomain
- BContact
- CHoliday
- DVIP
7Predictive Intelligence improves Case management by:
- APredicting what values should have gone into empty fields in historical records
- BReducing the number of records needed to accurately predict a value
- CReplacing legacy routing rules
- DPredicting Case values without manual intervention
8Which of the following is a condition for matching rules?
- AAgent domain
- BAssignment
- CSwitching
- DSpecific case attributes
9What do blue circles in the timeline of a case form represent?
- ANote
- BState
- CActivity
- DComment
10Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions?
(Choose two.)- ACase Escalation
- BCase State
- CCase Categorization
- DCase Prioritization
11Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
- AApply Role by Customer
- BAuto Assessment
- CChange Update to Close
- DUpdate Case Entitlement
12What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
- ADefine the Business Pain Points
- BProvide consistent service to customers
- CHave a clear understanding of the use cases
- DDefine the number of hours needed to develop the associated requirements
- EImplementation is only as good as the underlying process
13What should be emphasized when designing solutions? (Choose three.)
- AMinimize customizations
- BFocus Out-of-the-box functionality
- CDesign for Scalability
- DMobile friendly functionality
14What role does the Engagement Manager play before the Workshop? (Choose two.)
- AProject Manager
- BActs as intermediary
- CProvides answers to technical problems
- DAssists with technical requirements
15What should be part of the pre-engagement collateral?
- AFrequently Asked Questions (FAQ)
- BScoping Guide
- CCustomer Service roles template
- DStock Keeping Unit (SKU) and pricing sheet
16Articles can provide the following: (Choose three.)
- ADocument current and known issues
- BProvide answers and responses to common issues or questions
- CInformation about customer's service contract
- DShare product information
17Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- AEntering question in portal only
- BRecord Producer only
- CBoth portal question entry and Record Producer
- DNone of the above
18Which of the following are true regarding integrating a ServiceNow Knowledge base with external content? (Choose two.)
- AImported external articles appear as attachments in ServiceNow
- BOnly applications that allow WebDAV connections can be integrated
- CThe imported article will have the same category it had in the source knowledge base
- DSharePoint blocks this integration
19Access 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.)- AKnowledge Product Entitlements
- BData Policy
- CACL
- DUser Criteria
20What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
- AReduces call volume
- BMakes it easier for Agents to manage case volume
- CAllows access to Knowledge Articles that are related to products owned by a customer
- DInformation about customer's service contract
- EFocused product marketing
21What are the characteristics of Knowledge Categories?
- AShareable across KBs: Yes; Multi-Level: No
- BShareable across KBs: No; Multi-Level: Yes
- CShareable across KBs: No; Multi-Level: No
- DShareable across KBs: Yes; Multi-Level: Yes
22Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two)***
- AManage cases on behalf of customer service agents
- BCreate cases on behalf of customers
- CManage requests on behalf of customer service agents
- DCreate requests on behalf of customers
- EManage major incident communication on behalf of a customer service manager
23What is the purpose of a Catalog Item variable?
- AGrants the customer the opportunity to ask a question
- BOpens a wizard to help a customer fill in a case form
- CGuides a customer by providing hints on case forms
- DAllows the customer or consumer to qualify their answer
24What one of the following is optional when creating a Catalog workflow?***
- APublishing the workflow
- BDefining workflow activities
- CApproving the workflow
- DManaging workflow versions
25What module is used to create Case Record Producers?
- ACase Record Producers
- BEdit Records
- CRecord Producers
- DMaintain Records
26Which one is NOT a dependency for the Customer Service Plugin?
- ATask Activities
- BSkills Management
- COpenframe
- DCommunities
27ACME 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?
- AAccount
- BNot supported
- CConsumer
- DSocial Profile
- EPersonnel File
28Which social media channels are NOT available out-of-box?
- AFacebook
- BTwitter (X)
- CLinkedin
- DAll of the above
- ENone of the above
29What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?***
- ASelecting all the groups
- BSelecting none of the groups
- CMissing configuration
- DMisconfigured
30How many outbound email accounts are supported in Customer Service Management?
- AOne
- BUnlimited
- CTwo
- DOne per business service
31What are features of Customer Service Management? (Choose four.)
- ATimed Audits
- BService Entitlements
- CDemand Management
- DService Prospecting
- EReal-time SLAs
- FService Contracts
- GSkills-bases routing
32What are the Forum User Types? (Choose three.)
- AAdmin
- BRegistered
- CPublic
- DCustom
- EModerator
33Which of the following are true regarding the Community Portal application? (Choose two.)
- AIt is available to any Customer with a Community license
- Bit is available by default with the Support and Service portals
- CIt is only available to SM license holders
- DMost of the configuration does not require System Administrator role
34If only one user reports a content for moderation, the content will be hidden.
- ATrue
- BFalse
35The available case types are: (Choose two.)***
- AProduc Support
- BOrder
- CProduct
- DSupport
36What is required to enable the Follow the sun field on the Customer Service Case form?
- ANothing, it is a standard field
- BThe value property on the form must be set to true
- CThe plugin 'com.snc.csm_time_recording' needs to be activated
- DThe value property on the form must be set to true and the field added to the case form
37In the Customer Service Management space, what does the term asset management mean?
- AFinancial, contractual and inventory information of assets
- BA set of business activities and processes used to track assets
- CTables in the Asset application
- DTracking products or services customers are using
38Which of the following roles cannot update a consumer's record?
- Asn_ customerservice_agent
- Bsn_customerservice _manager
- Csn_customerservice.consumer_agent
- Dadmin
39Major Issue Management uses which one of the following capabilities?
- AGovernance Risk and Control
- BTargeted Communications
- CAsset management
- DRecord producers
40What is required to synchronize fields from a parent to a child case(s)?
- AThe advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
- BMajor Issue Management needs to be installed and certain properties enabled
- CNo action required, this is a standard Customer Service Management feature
- DThe role of sn_customerservice.customer_case_manager must be assigned
41A customer account, a partner
account, or both. -> [blank_start]__________[blank_end]
A supported external customer
that, sells and supports one or
more customers. -> [blank_start]__________[blank_end]
A member of an account. -> [blank_start]__________[blank_end]
A person who purchases goods
and services for personal use. -> [blank_start]__________[blank_end]- APartner
- BAccount
- CContact
- DConsumer
- EPartner
- FAccount
- GContact
- HConsumer
- IPartner
- JAccount
- KContact
- LConsumer
- MPartner
- NAccount
- OContact
- PConsumer
42Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.) ***
- AManage requests
- BExecute assigned tasks
- CClose work orders
- DManage cases
- EManage assets
43Information in the Case Field 'Contact' is copied to which Incident Field?
- AContact
- BUser
- CCustomer
- DCaller
44How many active OpenFrame configurations can you have on an instance?
- A1
- B2
- C3
- DUnlimited
45What are common types of application record data that are imported during a CSM data migration? (Choose two.)
- AKnowledge Article
- BAccounts
- CChat
- DCase
46Which are the key self-service functions of the Customer Support Portal? (Choose three.)
- ACommunity
- BKnowledge Base
- COpen An Incident
- DService Catalog
47Which of the following are channels? (Choose two.)
- AContacts
- BWeb
- CChat
- DArticle
48Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?
- AOpen an incident
- BViewing knowledge articles
- CLive chat
- DConsumer self-registration
49The Customer Support Portal default configuration provides the following channels to interact with customers? (Choose two.)
- AWeb
- BSocial
- CChat
- DEmail
50After registration request submittal, shows info message to user: [blank_start]_______________[blank_end]
Shows message to remind users to enter a correct registration code: [blank_start]_______________[blank_end]
Validates registration code and assigns
account based on the registration code: [blank_start]_______________[blank_end]
Checks if the registration is valid based on
the user's email address: [blank_start]_______________[blank_end]- ADisplay rule
- BDisplay request message
- Cvalidate_registration
- DUpdate account based on reg code
- EDisplay rule
- FDisplay request message
- Gvalidate_registration
- HUpdate account based on reg code
- IDisplay rule
- JDisplay request message
- Kvalidate_registration
- LUpdate account based on reg code
- MDisplay rule
- NDisplay request message
- Ovalidate_registration
- PUpdate account based on reg code
51The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.
- ATrue
- BFalse
52Read 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.- AB2C
- BB2B
53If the CSM Demo Data Plugin has been installed what are two options either of which will prepare that instance to be used as part of the release path to production? (Choose two.)
- AZboot the instance
- BDisable the Case Interceptor
- CRemove the Demo Data via a HI Request
- DClone back to this instance from a valid instance
54What criteria can be used to determine when a new inbound case should be opened?
- AWhen a new customer is created
- BWhen an internal problem occurs
- CWhen a customer has a question or issue to resolve
- DWhen we have new marketing material for a customer
55From a service provider's perspective, is the following a product or an asset?
A cable modem model that the service provider sells.- AProduct
- BAsset
56Entitlements specify the level of service provided to customers.
- ATrue
- BFalse
57Partner admin contacts have access to the data of both their partner accounts and customer accounts.
- ATrue
- BFalse
58Which of the following are best practice with regard to data imports? (Choose two.)***
- AWhen importing to multiple instances import to each instance separately.
- BUse ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather than in the legacy repositor.
- CEnsure the field data lengths in ServiceNow are adequate for the imported data because ServiceNow does not automatically adjust the
length. - DImages embedded in Knowledge Articles should be uploaded separately.
59Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
- ATrue
- BFalse
60What is the purpose of the Guided Decisions capability?
- AProvide agents with an escalation guide
- BGuide agents through account management
- CDynamically guide agents to help resolve complex cases
- DProvide agents with a knowledge guide
Information
- Description
- Questions about ServiceNow - CSM
- Author
- João Silva
- Language
- Português
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