ServiceNow Certified Implementation Specialist - Customer Service Management Exam
Last Update May 9, 2024
Total Questions : 229
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What is the most efficient way to get cases to be dosed automatically after a few days?
Which of the following are best practice with regard to data imports? (Choose two.)
Which of the following roles have permission to create a relationship between a contact and an account? (Choose two.)
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
Options are :
________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
What will be the state of a case after a customer rejects the solution proposed by an agent?
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.)
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?
Depending on which CSM workspace you are operating within, certain steps can be applied to configure the form header. Which of the following is correct regarding form headers in the CSM Configurable workspace?
In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?
Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
Which step in Advanced Work Assignment (AWA) would ensure the work was allocated to the appropriate agent?
Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?
By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)
Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)
Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?
Customer Service Trending Topics is a capability that enables companies to use Predictive Intelligence to quickly pinpoint factors driving up case volume and act to mitigate them. Which of the following would be a benefit of using Predictive Intelligence Customer Service Trending Topics?
What’s the purpose of the Deactivate Special Handling Notes Scheduled Job?
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?
Which role must B2B and B2C customers obtain, at a MINIMUM, to have access to a ServiceNow instance?
Viewing a customer’s install base in the CSM Workspaces enables customer service agents to: (Choose two.)
When configuring email in Communication Channels, how many outgoing email addresses are supported?
Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)
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?
What are the types of matching criteria for Customer Service? (Choose four.)
Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)
External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
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?
Why does the implementation team need to deliver core functionality to the customer as quickly as possible?
Based on which out-of-box attributes can Special Handling Notes be applied to cases?
Choose 3 answers
To which recipient types can targeted communications (publications) be sent? (Choose two.)
Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident. Problem and Change forms. What do you recommend to your customer?
What does viewing a customer’s install base enable customer service agents to do? (Choose two.)
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?
If only one user reports a content for moderation, the content will be hidden.
Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
Options are :
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?
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.)
After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?
TESTED 10 May 2024
