When integrating Customer Service Management with IT Service management what separate action is required for Request Management?
Special Handling Notes can apply to which one of the following based on specific attributes?
Which of the following statements is correct with regards to partners vs. third-parties in ServiceNow's CSM application?
Choose 2 answers
Which of the following options can a survey administrator define on an individual survey? (Choose two.)
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?
Entitlements specify the level of service provided to customers.
When configuring email in Communication Channels, how many outgoing email addresses are supported?
Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)
Out-of-box, which functionality handles state transitioning for case management?
What role does the Engagement Manager play before the Workshop? (Choose two.)
Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?
What action is required to enable agents to create an incident record for a case?
By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)
Which of the following child case states would cause parent - child case synchronization to fail?
Choose 3 answers
What are the characteristics of Knowledge Categories?
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?
In the 'Action Status' column on a case list, what could a blue indicator dot mean?
With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?
What are the ways the Customer Portal Locale feature can be used?
Choose 2 answers
What are the types of matching criteria for Customer Service? (Choose four.)
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 is the most efficient way to get cases to be dosed automatically after a few days?
What are benefits of me Conversation History feature? (Choose two.)
Which table must be extended when creating a new case type?
Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)
Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)
What are the Forum User Types? (Choose three.)
What functionality is required to automatically close resolved cases if customers do not respond within a specified time?
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.)
When working with communication channels, what inbound email flows are available by default? (Choose two.)
Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. Which of the following statements is correct for CIs and assets?
Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?
What determines how an escalation request is processed?
How many active OpenFrame configurations can you have on an instance?
Out-of-the-box. cases are automatically closed after how many days?
What must a system administrator configure to define a different approval workflow for an escalation request?
In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.
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.)
From a security perspective, scoping brings several benefits: (Choose two.)
External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:
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?
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
In case management. Parent Child Synchronization allows for which of the following:
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?
When are child cases updated from the parent case?
Which knowledge records can be configured with User Criteria?
What criteria can be used to determine when a new inbound case should be opened?
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.)
The default configuration automatically closes resolved Cases after how many days?
Which roles are considered external? (Choose two.)
An entitlement defines the types of support a customer receives. Entitlements are based on a number of standard fields such as product and asset. When Proactive Customer Service Operations is implemented which additional fields could be used?
Choose 2 answers
Which feature provides easy-to-configure integrations between the Now Platform and third-party Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) tools or platforms?
What are the recommended good practices when running implementation workshops?
Choose 3 answers
What are the types of units used to measure entitlements? (Choose two.)
Which of the following are true regarding the Community Portal application? (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 different resource matching methods on the Matching Rule form?
Choose 3 answers
Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)
What will be the state of a case after a customer rejects the solution proposed by an agent?
During which Now Create stage are workshops conducted?
Predictive Intelligence improves Case management by:
What are Special Handling Notes used for?
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?
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 is required to synchronize fields from a parent to a child case(s)?
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :
Which of the following is correct regarding the social med a channel?