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What are available matching criteria for case assignment in Customer Service Management?
Choose 3 answers
Which application must be activated to enable customers to check in on-line for future appointments?
Using the out-of-the-box major issue management process flow, a consumer service agent proposes an existing case in the Open state as a major case candidate. The major case candidate has a consumer defined and is approved by the customer service manager What happens to the major case candidate?
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?
Who can create a customer service case from a community discussion? (Choose two.)
What is a limitation regarding synchronization between a case and its associated work order?
From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case? (Choose three.)
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.)
How many outbound email accounts are supported in Customer Service Management?
Which of the following roles can update a consumer's record? (Choose two.)
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
What will be the state of a case after a customer rejects the solution proposed by an agent?
Match the business rule to its function in the Self-Service Portal.
Hot Area:
Agents and managers cannot create knowledge articles from Community questions.
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?
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.)
What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?
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 are some benefits that Knowledge Product Entitlement provide? (Choose three.)
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?
Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)
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.)
_____________________ 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 feature does the Product Model and Catalog Items Relationship plugin enable?
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)
Which step in Advanced Work Assignment (AWA) would ensure the work was allocated to the appropriate agent?
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 of the following statements is correct regarding product models in CSM?
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
Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)
Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?
Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)
What are the types of matching criteria for Customer Service? (Choose four.)
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 feature sends an email notification containing a list of relevant knowledge articles to the case submitter and watchlist users associated with the case whenever a case is created?
What are the different resource matching methods on the Matching Rule form?
Choose 3 answers
How are ServiceNow’s out-of-the-box Customer Service Management applications packaged? (Choose two.)
What role can be assigned to employees who are not fulfillers, such as those in sales and services, or do not have other CSM-specific roles, but have a need to create cases on behalf of customers?
What are the advantages of leading indicators over lagging indicators? (Choose two.)
Which of the following is a required field in the Resolution Information tad in order to close a case?
What is required to enable the Follow the sun field on the Customer Service Case form?
Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)
What is the most efficient way to get cases to be dosed automatically after a few days?
Regarding Account Teams, what is the purpose of marking a role as 'unique'?
Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can:
Options are :
Viewing a customer’s install base in the CSM Workspaces enables customer service agents to: (Choose two.)
In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
TESTED 02 May 2024
