ServiceNow Certified Implementation Specialist — Customer Service Management257 questions across 26 pages are complete and free, with no account or card.
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How can multiple service catalogs be made available on the Customer Service Portal?
Answer: A
A is correct. Multiple catalogs can be added to the Customer Service Portal and to the Consumer Service Portal. A catalog can be added by navigating to Service Portal > Portals and add it to its Service Catalogs list.
Source: Adapted from community discussion — NokoNice
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?
Answer: B
B is Correct. Initiate: Understand the business objectives; establish program governance; establish the project team; formally kick-off the project Plan: Conduct process, platform, and integration workshops; define, review and prioritize the product backlog; release planning; finalize the project timeline; document the test strategy; setup the environment Execute: Run agile scrum cycles; define support processes and hypercare approach; execute communications and awareness roadshows; plan for system and user acceptance testing Deliver: System testing and user acceptance testing; go-live planning; operational readiness; training; go-live Close: Operational handover; hypercare support; lessons learned; measure value and champion success; formally close the project
Source: Adapted from community discussion — NokoNice
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
From which one of the following can an agent create a CSM Case:
Answer: C
Explanation: Anagent can create a CSM case from any of the following source: - A customer service portal - A customer service dashboard - A customer service record producer - A customer service email - A customer service chat1 Source: https://docs.servicenow.com/bundle/sandiego-customer-service-management/page/product/customer-service-management/concept/customer-service-case-types.html
Source: Adapted from community discussion — sephereth
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?
Answer: B
B is the answer. Source: https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/major-candidate-child-case-types.html "If the major case candidate was promoted from an existing case, a major case is created and the candidate case becomes a child case of that parent."
Source: Adapted from community discussion — KiwiJuice72
What types of escalation templates can be created? (Choose two.)
What are the recommended good practices when running implementation workshops? (Choose three.)
Answer: ADE
What is the specific type of catalog item called that allows users to create task-based records, such as case records, from the Service Catalog?
Answer: B
Explanation: CSA knowledge, in order for catalog items transform to any other table other than request (can't remember the table name) will require a record producer (think of it as a tranform map :P)
Source: Adapted from community discussion — sephereth
Out-of-box, which functionality handles state transitioning for case management?
Answer: B
Explanation: in coures provided instance, system enforces the state transition through com.snc.state_model.StateTransitionValidator when the state model and transtions are enabled on a table.
Source: Adapted from community discussion — sephereth
Which of the following are benefits of customer access management? (Choose two.)
Answer: CD
Improves the customer experience by enabling related parties to track and collaborate on cases Improves operational efficiency by enabling customers to track cases for products and services Increases automation by automatically granting access to cases based on access to sold product https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/customer-access-mgmt.html
Source: Adapted from community discussion — netvision_g
Keyboard:J Kmove between questionsA–Dselect an answerRshow or hide the answer← →change page
CIS-CSM practice, question 11. 257 questions available.
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