CIS-CSM ServiceNow Certified Implementation Specialist - Customer Service Management Exam Question and Answers

Partner [sn_customerservice.partner]

Agent [sn_customerservice_agent]

Consumer Agent [sn_customerservice.consumer_agent]

Agent manager [sn_customerservice_manager]

Customer case manager [sn_customerservice.customer_case_manager]

Customer administrator [sn_customerservice.customer_admin]

Knowledge and skills required for agents

Geographical location of customer

Languages spoken by agents

Number and type of support tools available

Number of customer service portals used

Number of agents required

Account Management

Responsibility Definitions

Contributor Users

Business Locations

Enables managers lo discreetly monitor chats between agents and customers

Enables agents to access response templates to help them resolve cases faster and more efficiently

To enable agents to collaborate with other agents or Subject Matter Experts (SMEs) in real-time for faster case resolution

Enables agents to keep information regarding details of the case visible at all times

Consumer

Entitlement

Sold Product

Quick Messages

Quick Actions

Response Templates

Templates

Task Activities

Skills Management

Openframe

Communities

One

Two

Three

Unlimited

No escalation approval flow is configured

The parent account of the account to be escalated is not active

The customer service agent is not assigned with the escalation requester role

The account already has an open escalation record

Their customer account

Their partner accounts

Both

Neither

Partner admin

Partner contact

Customer admin

Customer contact

False

True

CSM Query Rules

Data Policies

Access Types

Filtered Lists

Contextual Search

Agent Assist

Dynamic Related Records

Record Information

An individual record that handles and routes issues for internal users

An Individual record that Is used to identity and create automation opportunities

An individual record that is used to identify and resolve a question or issue for an external customer

An individual record that handles and resolves incidents tor external customers

True

False

Group of users that usually share a common address and use services as a group

Group of people that usually share a common address and use services as a group

Group of customers that usually share a common address and use services as a group

Group of consumers that usually share a common address and use services as a group

A content tracker for knowledge articles

A knowledge article publishing guide

The ability to manage and track article updates Most Voted

A knowledge article numbering guide

Requested Items

Content Items Most Voted

Categories

Execution Plans

Change Records and Request Records

Request Records and Escalations

Problem Records and Incident Records

Problem Records and Escalations

Products models can only contain digital (logical) items

Product models can contain either physical items or digital (logical) items but not both in the same model

Product models can only contain physical items

Product models can contain both physical items and digital (logical) items in the same mode

Improves instance security by limiting accessibility to other applications on the instance

Provides CSM teams the autonomy and control needed to configure and manage the CSM application, but not the CSM Service Portals

IT can manage and control the pace of the CSM teams because dependencies have been put in place

The scope holds the records and acts as a container for the desired Customer Service Management Applications

Cause

Closed

Resolution notes

Closed by

Zboot the instance

Disable the Case Interceptor

Remove the Demo Data via a HI Request

Clone back to this instance from a valid instance

Lets agents and chat supervisors have a conversation without the requester knowing

Lets the chat supervisors have a conversation with the requester without the agent knowing

Lets agents have chat conversations with other agents without the requester knowing

Lets agents and requesters have a conversation without the chat supervisor knowing

Selecting all the groups

Selecting none of the groups

Missing configuration

Misconfigured

Only one other plugin - Field Service Management Plugin

No other Plugins

Only two other plugins - Portal and Case Management

Many other plugins at the same time

Financial, contractual and inventory information of assets

A set of business activities and processes used to track assets

Tables in the Asset application

Tracking products or services customers are using

Knowledge Base

Knowledge Base and Category

Knowledge Base, Category and Article

Knowledge Base and Article

New > Work in Progress > On Hold > Work in Progress > Resolved > Closed

Open > Pending > Work in Progress > Resolved > Closed

New > Open > Work in Progress > Solution Proposed > Closed

New > Open > Awaiting Info > Open > Resolved > Closed

Imported external articles appear as attachments in ServiceNow

Only applications that allow WebDAV connections can be integrated

The imported article will have the same category it had in the source knowledge base

SharePoint blocks this integration

Individuals

Partners

Contacts

Accounts

Admin

Registered

Public

Custom

Moderator

Knowledge articles

Service catalog

Communities

Consumer service portal

Customer service portal

Consumer (sn_customservice.consumer)

Customer (sn_suctomservice.customer)

External (snc_external)

Proxy Contact (sn_customservice.proxy_contact)

3 days

5 days

10 days

Cases are not automatically closed by default

Trending Topics

Auto-Responder

Proactive Customer Service Operations

Self-Service Analytics

As email is being used fewer agents would be required to create cases so service costs would go down

It is easier to report on data in emails which means managers would be better placed to track performance

It can lead to taster resolution of customer issues and faster response to customer inquiries Most Voted

It would guarantee less wait time for customers who chose to call the customer service center

Case Performance

Case Analytics

Case Digest

Case Spotlight

Human Resource Application

Incident Management

Chat

Special Handling Note

Knowledge Article

Accounts

Chat

Case

True

False

Case Escalation

Case State

Case Categorization

Case Prioritization

Domain

Contact

Holiday

VIP

Account lists

Customer Product lists

Notify lists

Recipient lists

SLAs and contracts

Days and assets

Cases and products

Hours and cases

CSMTASK prefix

CASETASK prefix

CSTASK prefix

No specific task prefix just existing TASK prefix

Performance Analytics Spotlight

Scheduled Reporting

Service Level Agreement Tasks

Continual Improvement Management

The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated

Major Issue Management needs to be installed and certain properties enabled

No action required, this is a standard Customer Service Management feature

The role of sn_customerservice.customer_case_manager must be assigned

Minimize customizations

Focus Out-of-the-box functionality

Design for Scalability

Mobile friendly functionality

The ability for end users to decline survey assignments

Number of survey reminder notifications

Trigger conditions Most Voted

Anonymize responses

Skill

History

Scripted

Selection Criteria

Simple

Bring important information about individual records to an agent's attention

For agents to view articles an attach them to a case

To ensure customers get the service they are entitled to receive

Help agents identify in which time zone a contact is located

Service Analytics

In-form Analytics Most Voted

Case Spotlight

CSM Prediction Results

The contract and entitlements of an asset dictate whether or not it is stored in the CMDB

The CMDB only tracks CIs, assets cannot be CIs

While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs

The CMDB tracks all assets as configuration items (CIs)

Partner Service

Customer Service

Consumer Service

Product Service

Customer Admin [sn_customerservice.customer.admin]

Customer Case Manager [sn_customerservice.customer_case_manager]

System Administrator [admin]

Customer Service Manager [sn_customerservice_manager]

Header with links for different customer activities such as creating a case

Search feature to get Information from several repositories

Links to information sources such as the knowledge base, community and customer support

Links to marketing promotions and product coupons

The ability to create new accounts

Hours

Contract

Cost

Case

Activation of the Customer Service with Service Management plugin (com.sn_cs_sm)

Activation of the Customer Service with Request Management plugin (com.sn_cs_sm_request)

Activation of the Customer Service Case Action Status plugin (com.snc.csm_action_status)

Activation of the Customer Service plugin (com.sn_customerservice)

sn_shn.max_num_alerts

sn_shn.note_preferences

sn_shn.popup_width

Runs at the end of the month and deactivates all Special Handling notes more than 30 days old

Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by the end of the week

Runs on demand by the System Admin who must set specific weekly schedules and set only those that are priority 1-critical to be deactivated

Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates

CSM teams can move at their desired pace, independent of IT

Provides CSM teams autonomy and control

CSM application data and business logic is protected from changes by other applications

Account records can be changed only while in the CSM scope

Changes in different scopes can be addressed in a single update set

Knowledge Product Entitlements

Data Policy

ACL

User Criteria