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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?
What action is required to enable agents to create an incident record for a case?
_____________________ 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 should be done if an attribute about an Install Base Item is merely for informational purposes?
The ServiceNow add-in for Microsoft Outlook enables you to manage workflows such as creating and updating contacts and cases from within Microsoft Outlook. How could this feature positively affect customer experience?
What are common types of application record data that are imported during a CSM data migration? (Choose
two.)
In the 'Action Status' column on a case list, what does a blue indicator dot mean?
When working with communication channels, what inbound email flows are available by default? (Choose two.)
What are the three main components that make up Proactive Customer Service Operations?
Choose 3 answers
If only one user reports a content for moderation, the content will be hidden.
Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?
After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?
A consumer service agent receives and accepts a case which was created by a consumer. The agent needs and requests more information from the consumer. After receiving the information, the agent proposes a solution that is accepted by the consumer Given this scenario, what is the chronological order of case states used to manage this case?
________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :
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?
The case digests feature includes which types of case communication? (Choose two.)
Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?
Why would a customer service manager system administrator create want tabs on a dashboard?
What can a person assigned with the customer role access on the customer service portal by default? (Choose three.)
Asset classes are defined to allow for logical grouping of assets. There are five asset classes provided to group assets, each Asset class provides unique functionality for that group of Assets in the platform. Which of the following are the asset classes used? (Choose five.)
Which application must be activated to enable customers to check in on-line for future appointments?
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.)
External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals. What can they approve in relation to cases via the portals?
Which of the following are true regarding the Community Portal application? (Choose two.)
When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?
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.)
Which of the following are correct for parent/child synchronization? (Choose two.)
How are ServiceNow’s out-of-the-box Customer Service Management applications packaged? (Choose two.)
What allows the implementation of phases and tasks to meet performance goals track progress and measure success?
To which recipient types can targeted communications (publications) be sent? (Choose two.)
Which of the following are benefits that may be gained from using communities?
Choose 3 answers
Which service catalogs are available in the base instance customer portals?
Choose 2 answers
In Advanced Work Assignment, what does the overflow assignment capability do, if defined?
What must a system administrator configure to define a different approval workflow for an escalation request?
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 features are included with the Customer Service Portal?
Choose 3 answers
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
Which entities combined together make up the Service-aware Install Base?
Choose 3 answers
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?
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)
The self-registration feature enables new customer contacts to submit registration requests from the customer portal. Which role is responsible for creating the unique registration code for each account?
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
Which aspect of an install base item helps document the details of products installed at a customer location?
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
Options are :
When creating or importing assets for CSM, model categories are used to: (Choose three.)
Which feature enables employees to request support for themselves and for external 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?
From a security perspective, scoping brings several benefits: (Choose two.)
Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)
TESTED 12 Sep 2025