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CSM 1 - ET

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Questions about ServiceNow - CSM
João Silva
Quiz by João Silva, updated 3 months ago
João Silva
Created by João Silva 3 months ago
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Resource summary

Question 1

Question
Agents and managers cannot create knowledge articles from Community questions.
Answer
  • True
  • False

Question 2

Question
Information about a customer's service contract is found in Knowledge.
Answer
  • True
  • False

Question 3

Question
From what places in SN can an agent create a case? (Choose three.)
Answer
  • Customer Service Application
  • Contact
  • Account
  • Chat

Question 4

Question
What are the conditions that matching rules are based on? (Choose two.)
Answer
  • Agent resources best suited to work on a case
  • Specific routing rules
  • Filters set up in advanced work assignment
  • Specific case attributes

Question 5

Question
Matching rules enhance assignment capability by ________________-.
Answer
  • Matching best agent by availability
  • Providing dynamic matching of cases to groups or individuals
  • Determining if account is a customer or partner
  • Matching best agent by skill

Question 6

Question
Special Handling Notes can apply to which one of the following based on specific attributes?
Answer
  • Domain
  • Contact
  • Holiday
  • VIP

Question 7

Question
Predictive Intelligence improves Case management by:
Answer
  • Predicting what values should have gone into empty fields in historical records
  • Reducing the number of records needed to accurately predict a value
  • Replacing legacy routing rules
  • Predicting Case values without manual intervention

Question 8

Question
Which of the following is a condition for matching rules?
Answer
  • Agent domain
  • Assignment
  • Switching
  • Specific case attributes

Question 9

Question
What do blue circles in the timeline of a case form represent?
Answer
  • Note
  • State
  • Activity
  • Comment

Question 10

Question
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
Answer
  • Case Escalation
  • Case State
  • Case Categorization
  • Case Prioritization

Question 11

Question
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
Answer
  • Apply Role by Customer
  • Auto Assessment
  • Change Update to Close
  • Update Case Entitlement

Question 12

Question
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
Answer
  • Define the Business Pain Points
  • Provide consistent service to customers
  • Have a clear understanding of the use cases
  • Define the number of hours needed to develop the associated requirements
  • Implementation is only as good as the underlying process

Question 13

Question
What should be emphasized when designing solutions? (Choose three.)
Answer
  • Minimize customizations
  • Focus Out-of-the-box functionality
  • Design for Scalability
  • Mobile friendly functionality

Question 14

Question
What role does the Engagement Manager play before the Workshop? (Choose two.)
Answer
  • Project Manager
  • Acts as intermediary
  • Provides answers to technical problems
  • Assists with technical requirements

Question 15

Question
What should be part of the pre-engagement collateral?
Answer
  • Frequently Asked Questions (FAQ)
  • Scoping Guide
  • Customer Service roles template
  • Stock Keeping Unit (SKU) and pricing sheet

Question 16

Question
Articles can provide the following: (Choose three.)
Answer
  • Document current and known issues
  • Provide answers and responses to common issues or questions
  • Information about customer's service contract
  • Share product information

Question 17

Question
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
Answer
  • Entering question in portal only
  • Record Producer only
  • Both portal question entry and Record Producer
  • None of the above

Question 18

Question
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content? (Choose two.)
Answer
  • Imported external articles appear as attachments in ServiceNow
  • Only applications that allow WebDAV connections can be integrated
  • The imported article will have the same category it had in the source knowledge base
  • SharePoint blocks this integration

Question 19

Question
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.)
Answer
  • Knowledge Product Entitlements
  • Data Policy
  • ACL
  • User Criteria

Question 20

Question
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
Answer
  • Reduces call volume
  • Makes it easier for Agents to manage case volume
  • Allows access to Knowledge Articles that are related to products owned by a customer
  • Information about customer's service contract
  • Focused product marketing

Question 21

Question
What are the characteristics of Knowledge Categories?
Answer
  • Shareable across KBs: Yes; Multi-Level: No
  • Shareable across KBs: No; Multi-Level: Yes
  • Shareable across KBs: No; Multi-Level: No
  • Shareable across KBs: Yes; Multi-Level: Yes

Question 22

Question
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two)***
Answer
  • Manage cases on behalf of customer service agents
  • Create cases on behalf of customers
  • Manage requests on behalf of customer service agents
  • Create requests on behalf of customers
  • Manage major incident communication on behalf of a customer service manager

Question 23

Question
What is the purpose of a Catalog Item variable?
Answer
  • Grants the customer the opportunity to ask a question
  • Opens a wizard to help a customer fill in a case form
  • Guides a customer by providing hints on case forms
  • Allows the customer or consumer to qualify their answer

Question 24

Question
What one of the following is optional when creating a Catalog workflow?***
Answer
  • Publishing the workflow
  • Defining workflow activities
  • Approving the workflow
  • Managing workflow versions

Question 25

Question
What module is used to create Case Record Producers?
Answer
  • Case Record Producers
  • Edit Records
  • Record Producers
  • Maintain Records

Question 26

Question
Which one is NOT a dependency for the Customer Service Plugin?
Answer
  • Task Activities
  • Skills Management
  • Openframe
  • Communities

Question 27

Question
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?
Answer
  • Account
  • Not supported
  • Consumer
  • Social Profile
  • Personnel File

Question 28

Question
Which social media channels are NOT available out-of-box?
Answer
  • Facebook
  • Twitter (X)
  • Linkedin
  • All of the above
  • None of the above

Question 29

Question
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?***
Answer
  • Selecting all the groups
  • Selecting none of the groups
  • Missing configuration
  • Misconfigured

Question 30

Question
How many outbound email accounts are supported in Customer Service Management?
Answer
  • One
  • Unlimited
  • Two
  • One per business service

Question 31

Question
What are features of Customer Service Management? (Choose four.)
Answer
  • Timed Audits
  • Service Entitlements
  • Demand Management
  • Service Prospecting
  • Real-time SLAs
  • Service Contracts
  • Skills-bases routing

Question 32

Question
What are the Forum User Types? (Choose three.)
Answer
  • Admin
  • Registered
  • Public
  • Custom
  • Moderator

Question 33

Question
Which of the following are true regarding the Community Portal application? (Choose two.)
Answer
  • It is available to any Customer with a Community license
  • it is available by default with the Support and Service portals
  • It is only available to SM license holders
  • Most of the configuration does not require System Administrator role

Question 34

Question
If only one user reports a content for moderation, the content will be hidden.
Answer
  • True
  • False

Question 35

Question
The available case types are: (Choose two.)***
Answer
  • Produc Support
  • Order
  • Product
  • Support

Question 36

Question
What is required to enable the Follow the sun field on the Customer Service Case form?
Answer
  • Nothing, it is a standard field
  • The value property on the form must be set to true
  • The plugin 'com.snc.csm_time_recording' needs to be activated
  • The value property on the form must be set to true and the field added to the case form

Question 37

Question
In the Customer Service Management space, what does the term asset management mean?
Answer
  • Financial, contractual and inventory information of assets
  • A set of business activities and processes used to track assets
  • Tables in the Asset application
  • Tracking products or services customers are using

Question 38

Question
Which of the following roles cannot update a consumer's record?
Answer
  • sn_ customerservice_agent
  • sn_customerservice _manager
  • sn_customerservice.consumer_agent
  • admin

Question 39

Question
Major Issue Management uses which one of the following capabilities?
Answer
  • Governance Risk and Control
  • Targeted Communications
  • Asset management
  • Record producers

Question 40

Question
What is required to synchronize fields from a parent to a child case(s)?
Answer
  • The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
  • Major Issue Management needs to be installed and certain properties enabled
  • No action required, this is a standard Customer Service Management feature
  • The role of sn_customerservice.customer_case_manager must be assigned

Question 41

Question
A 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]
Answer
  • Partner
  • Account
  • Contact
  • Consumer
  • Partner
  • Account
  • Contact
  • Consumer
  • Partner
  • Account
  • Contact
  • Consumer
  • Partner
  • Account
  • Contact
  • Consumer

Question 42

Question
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.) ***
Answer
  • Manage requests
  • Execute assigned tasks
  • Close work orders
  • Manage cases
  • Manage assets

Question 43

Question
Information in the Case Field 'Contact' is copied to which Incident Field?
Answer
  • Contact
  • User
  • Customer
  • Caller

Question 44

Question
How many active OpenFrame configurations can you have on an instance?
Answer
  • 1
  • 2
  • 3
  • Unlimited

Question 45

Question
What are common types of application record data that are imported during a CSM data migration? (Choose two.)
Answer
  • Knowledge Article
  • Accounts
  • Chat
  • Case

Question 46

Question
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
Answer
  • Community
  • Knowledge Base
  • Open An Incident
  • Service Catalog

Question 47

Question
Which of the following are channels? (Choose two.)
Answer
  • Contacts
  • Web
  • Chat
  • Article

Question 48

Question
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?
Answer
  • Open an incident
  • Viewing knowledge articles
  • Live chat
  • Consumer self-registration

Question 49

Question
The Customer Support Portal default configuration provides the following channels to interact with customers? (Choose two.)
Answer
  • Web
  • Social
  • Chat
  • Email

Question 50

Question
After 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]
Answer
  • Display rule
  • Display request message
  • validate_registration
  • Update account based on reg code
  • Display rule
  • Display request message
  • validate_registration
  • Update account based on reg code
  • Display rule
  • Display request message
  • validate_registration
  • Update account based on reg code
  • Display rule
  • Display request message
  • validate_registration
  • Update account based on reg code

Question 51

Question
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.
Answer
  • True
  • False

Question 52

Question
Read 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.
Answer
  • B2C
  • B2B

Question 53

Question
If 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.)
Answer
  • Zboot the instance
  • Disable the Case Interceptor
  • Remove the Demo Data via a HI Request
  • Clone back to this instance from a valid instance

Question 54

Question
What criteria can be used to determine when a new inbound case should be opened?
Answer
  • When a new customer is created
  • When an internal problem occurs
  • When a customer has a question or issue to resolve
  • When we have new marketing material for a customer

Question 55

Question
From a service provider's perspective, is the following a product or an asset? A cable modem model that the service provider sells.
Answer
  • Product
  • Asset

Question 56

Question
Entitlements specify the level of service provided to customers.
Answer
  • True
  • False

Question 57

Question
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
Answer
  • True
  • False

Question 58

Question
Which of the following are best practice with regard to data imports? (Choose two.)***
Answer
  • When importing to multiple instances import to each instance separately.
  • Use ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather than in the legacy repositor.
  • Ensure the field data lengths in ServiceNow are adequate for the imported data because ServiceNow does not automatically adjust the length.
  • Images embedded in Knowledge Articles should be uploaded separately.

Question 59

Question
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
Answer
  • True
  • False

Question 60

Question
What is the purpose of the Guided Decisions capability?
Answer
  • Provide agents with an escalation guide
  • Guide agents through account management
  • Dynamically guide agents to help resolve complex cases
  • Provide agents with a knowledge guide
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