Weekend Sale Limited Time 65% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code: pass65
marks4sure logo
Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)
Which concept primarily relates to how customer data is used for major case management?
To which recipient types can targeted communications (publications) be sent? (Choose two.)
Once a major case candidate is approved a major case is created. What then happens to the customer case?
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
What does viewing a customer’s install base enable customer service agents to do? (Choose two.)
Which of the following statements is correct with regards to partners vs. third-parties in ServiceNow's CSM application?
Choose 2 answers
What can a person assigned with the customer role access on the customer service portal by default? (Choose three.)
What is a limitation regarding synchronization between a case and its associated work order?
Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?
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?
Advanced Work Assignment assigns work to agents based on their availability, capacity, and skills. Agent Affinity enhances the Advanced Work Assignment process by adding additional agent details organized by affinity type. Which of these are these affinity types?
Choose 3 answers
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?
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
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.)
Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?
What action can be performed by a Customer Admin (sn_customerservice.customer_admin) and NOT by a Customer (sn_customerservice.customer) in the Customer Service Portal?
_____________________ 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 the most efficient way to get cases to be dosed automatically after a few days?
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
Guided decisions is a decision authoring and execution capability that dynamically guides agents to resolve complex cases. Guided decisions consist of decision trees. What is a decision tree?
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.
Which of the following are benefits that may be gained from using communities?
Choose 3 answers
From a service provider’s perspective, is the following a product or an asset?
A cable modem model that the service provider sells.
In the 'Action Status' column on a case list, what does a blue indicator dot mean?
In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)
In case management. Parent Child Synchronization allows for which of the following:
A customer service manager would like to limit the reading and creation of knowledge articles within a specific Knowledge Base to the Customer Support group only. Which features should be used to accomplish this? (Choose two.)
Special Handling Notes can apply to which one of the following based on specific attributes?
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?
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 features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)
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 feature allows for the creation and management of product data and relationships within the CSM application?
Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? (Choose three.)
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?
Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?
What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)
Which ServiceNow products can be integrated out-of-the-box with CSM?
Choose 3 answers
Customer service personnel who are allocated the customer service agent (sn_customerservice_agent) role are responsible for which of the following tasks? (Choose four.)
What must a system administrator configure to define a different approval workflow for an escalation request?
Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)
TESTED 15 Jun 2025
