Question 131 · 257 in bank
In ServiceNow’s CSM Application, what is an interaction?
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Answer: D
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In ServiceNow’s CSM Application, what is an interaction?
Answer: D
Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)
Answer: AC
Answer: A. Can research questions issues, or problems, and create view and edit cases for only their own accounts C. Can view assets belonging to their account Source: https://docs.servicenow.com/en-US/bundle/sandiego-customer-service-management/page/product/customer-service-management/concept/customer-access-mgmt.html
Source: Adapted from community discussion — sephereth
To which recipient types can targeted communications (publications) be sent? (Choose two.)
Answer: BC
What does viewing a customer’s install base enable customer service agents to do? (Choose two.)
Answer: AC
Correct answer is AC To enable support organizations to efficiently manage customer cases, both agents and customers need to have a common understanding of the products and services being used. For those same support organizations to efficiently manage customer cases, agents need the ability to: • Trace information provided in a case to the right product or service to which it relates. • See the detailed configurations detailed configurations of the products and services deployed for a customer to determine the action needed.
Source: Adapted from community discussion — ssaurabhpanedy
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
Answer: BD
Answer: B. Create cases on behalf of customers D. Create requests on behalf of customers Explanation: "The proxy contact role enables employees to create cases for customer accounts and contacts. Employees can also be proxy case contacts on behalf of customers." which includes - Create cases on behalf of customers by email, phone, chat, Virtual Agent, and from the Customer Service Portal. (b.) - Create requests on behalf of customers from the Customer Service Portal. (d.) Source: https://docs.servicenow.com/en-US/bundle/utah-customer-service-management/page/product/customer-service-management/concept/employee-create-case-for-customer.html
Source: Adapted from community discussion — sephereth
Which step in Advanced Work Assignment (AWA) would ensure the work was allocated to the appropriate agent?
Answer: B
Answer: B. Define Assignment Rules Explanation: "How to assign work items – Define the assignment rules that determine the work items pushed to agents" source: https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/administer/advanced-work-assignment/concept/awa-overview.html
Source: Adapted from community discussion — sephereth
When working with case types, what is the lowest level in the case type hierarchy called?
Answer: B
B is Correct. Leaf level refers to the lowest level in a hierarchy.The leaf-level case types sit right above the data level. CSM Implementation eBook Page 53
Source: Adapted from community discussion — NokoNice
Which roles are responsible for maintaining account team membership? (Choose two.)
Answer: CD
Answer: C. System Administrator [admin] D. Customer Service Manager [sn_customerservice_manager] Explanation: Role required: - sn_customerservice.svc_location_manager - sn_customerservice_manager (d.) - admin (c.) Source: https://docs.servicenow.com/bundle/sandiego-customer-service-management/page/product/customer-service-management/task/create-staff-account-relationship.html
Source: Adapted from community discussion — sephereth
What can a person assigned with the customer role access on the customer service portal by default? (Choose three.)
Answer: ACE
Which ServiceNow products can be integrated out-of-the-box with CSM? (Choose three.)
Answer: ACE
The correct answer should be A. ITOM Event Management C. Strategic Portfolio Management (apparantly they are not talking about Strategic but Service Portal Management) E. Financial Management https://docs.servicenow.com/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/integrate-csm-other-applics.html
Source: Adapted from community discussion — SNOWHERO25
Keyboard:J Kmove between questionsA–Dselect an answerRshow or hide the answer← →change page
CIS-CSM practice, question 131. 257 questions available.
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