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Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?
Which of the following best describes how the CSM application uses the Asset table?
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
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
Once a major case candidate is approved a major case is created. What then happens to the customer case?
Special Handling Notes can apply to which one of the following based on specific attributes?
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 the specific type of catalog item called that allows users to create any type of task, such as cases, from the Service Catalog?
What criteria can be used to determine when a new inbound case should be opened?
How are ServiceNow’s out-of-the-box Customer Service Management applications packaged? (Choose two.)
Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance?
Choose 2 answers
What are the three main components that make up Proactive Customer Service Operations?
Choose 3 answers
What functionality is required to automatically close resolved cases if customers do not respond within a specified time?
Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)
A customer service agent wants to escalate an account but is unable to use the Escalate Account related link on the Account form. What could be the reasons why the customer service agent is not able to use it? (Choose two.)
When configuring email in Communication Channels, how many outgoing email addresses are supported?
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?
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.)
Which of the following are benefits of customer access management? (Choose two.)
The case digests feature includes which types of case communication? (Choose two.)
As an agent you can report a knowledge gap, if you cannot find relevant articles that could help resolve a case. Which action is required to create the knowledge gap?
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
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?
Which of the following are correct for parent/child synchronization? (Choose two.)
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?
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
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?
Which of the following are benefits that may be gained from using communities?
Choose 3 answers
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?
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?
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
Options are :
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.
What is required to enable the Follow the sun field on the Customer Service Case form?
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.)
How can multiple service catalogs be made available on the Customer Service Portal?
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?
Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)
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.)
What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)
Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)
What action is required to enable agents to create an incident record for a case?
TESTED 28 Apr 2024