ServiceNow Certified Implementation Specialist - Customer Service Management Exam Questions and Answers
What are the three main components that make up Proactive Customer Service Operations?
Choose 3 answers
Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)
Which aspect of an install base item helps document the details of products installed at a customer location?
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.
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?
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
Which of the following statements is correct regarding product models in CSM?
How are consumers related to households?
Agents and managers cannot create knowledge articles from Community questions.
Predictive Intelligence improves Case management by:
The case digests feature includes which types of case communication? (Choose two.)
What is the purpose of a Catalog Item variable?
In the 'Action Status' column on a case list, what does a blue indicator dot mean?
Viewing a customer’s install base in the CSM Workspaces enables customer service agents to: (Choose two.)
What are the types of units used in counting for entitlements in ServiceNow?
And the options are:
Proactive Customer Service Operations works Event Management to proactively monitor and fix issues affecting customers. It can also trigger case workflow’s and enable organizations to notify customers whose services or products are impacted by an outage or issue. What are the three main components that make up Proactive Customer Service Operations? (Choose three.)
New case tasks use the following prefix:
Which of the following best describes how the CSM application uses the Asset table?
Which application must be activated to enable customers to check in on-line for future appointments?
What are the types of matching criteria for Customer Service? (Choose four.)
From what places in SN can an agent create a case? (Choose three.)
What does the Agent Whisper function do?
What are the characteristics of Knowledge Categories?
What are the advantages of leading indicators over lagging indicators? (Choose two.)
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
Options are :
If only one user reports a content for moderation, the content will be hidden.
What are Special Handling Notes used for?
What role does the Engagement Manager play before the Workshop? (Choose two.)
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.)
Which table does the Account (customer_account) table extend?
What must a system administrator configure to define a different approval workflow for an escalation request?
What are the Forum User Types? (Choose three.)
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 benefits of me Conversation History feature? (Choose two.)
Which entity represents specific versions of products being sold to and supported for customers?
With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?
Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)
What do blue circles in the timeline of a case form represent?
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?
Entitlements are counted using two types of units:
Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?
What action should be taken in the event that a product possesses a different set of non-configurable attributes?
And the options are:
What is a household entity?
Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?
Benefits of Proactive Customer Service Operations include: (Choose two.)
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)
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 social media channels are NOT available out-of-box?
Which type of catalog item may be found in a Service Catalog?
Which table must be extended when creating a new case type?
What features are included with the Customer Service Portal?
Choose 3 answers
Which of the following is a condition for matching rules?
To which entities can Special Handling Notes be applied out of the box?
What are the types of units used to measure entitlements? (Choose two.)
Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can:
Options are :
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.)
Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
Options are :
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?
What is knowledge article versioning?
How many outbound email accounts are supported in Customer Service Management?
Which data model should be employed to track a household where a group of consumers share a common address?
Which of the following are true regarding the Community Portal application? (Choose two.)
Which of the following child case states would cause parent - child case synchronization to fail?
Choose 3 answers
Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?
Which entity denotes the product instance that has been installed or provisioned for a customer?
When working with case types, what is the lowest level in the case type hierarchy called?
_____________________ 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 :
What is required to synchronize fields from a parent to a child case(s)?
What is a case?
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
In ServiceNow’s CSM Application, what is an interaction?
Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?
Out-of-the-box. cases are automatically closed after how many days?
What can a person assigned with the customer role access on the customer service portal by default? (Choose three.)
What is the purpose of the sidebar feature in CSM Configurable Workspace?
What should be emphasized when designing solutions? (Choose three.)
What is the benefit of a phased release approach?
