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TESTED 16 Jun 2025
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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 roles are responsible for maintaining account team membership? (Choose two.)
What are the recommended good practices when running implementation workshops?
Choose 3 answers
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
Special Handling Notes can apply to which one of the following based on specific attributes?
If only one user reports a content for moderation, the content will be hidden.
Viewing a customer’s install base in the CSM Workspaces enables customer service agents to: (Choose two.)
Customer service personnel who are allocated the customer service agent (sn_customerservice_agent) role are responsible for which of the following tasks? (Choose four.)
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
Options are :
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.)
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 criteria can be used to determine when a new inbound case should be opened?
Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
Options are :
What are the advantages of leading indicators over lagging indicators? (Choose two.)
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.)
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
The default configuration automatically closes resolved Cases after how many days?
In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?
Now Create provides a prescriptive methodology, leading practices, and accelerators to help with ServiceNow implementations and upgrades How many sequential project phases and exit gates are there in the Now Create Methodology?
Which service catalogs are available in the base instance customer portals?
Choose 2 answers
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?
Customer Service Management Administrators can delegate Contact Administration activities to specific contacts within accounts by assigning specific roles to one or more users. Which of the following roles, if assigned, would allow the user to create contacts?
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :
Read the use case below to determine if the customer service relationship is B2B or B2C.
Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage
is local to the customer and scheduled a technician to Mary’s house.
What action is required to enable agents to create an incident record for a case?
Which step in Advanced Work Assignment (AWA) would ensure the work was allocated to the appropriate agent?
Which of the following are correct for parent/child synchronization? (Choose two.)
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?
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 is the most efficient way to get cases to be dosed automatically after a few days?
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?
Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)
What is a limitation regarding synchronization between a case and its associated work order?
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?
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 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?
What are the types of matching criteria for Customer Service? (Choose four.)
Regarding Account Teams, what is the purpose of marking a role as 'unique'?
Which of the following is a required field in the Resolution Information tad in order to close a case?
What are the different resource matching methods on the Matching Rule form?
Choose 3 answers
________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :
From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case? (Choose three.)
TESTED 16 Jun 2025