Question 201 · 257 in bank
What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?
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Answer: A
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What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?
Answer: A
What’s the purpose of the Deactivate Special Handling Notes Scheduled Job?
Answer: D
Answer: D. Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates Explanation: "The Deactivate Special Handling Notes scheduled job, which runs daily at midnight, checks the dates in the Effective on and Expires on fields for each note." source: https://docs.servicenow.com/en-US/bundle/utah-customer-service-management/page/product/customer-service-management/concept/c_OnScreenAlerts.html#
Source: Adapted from community discussion — sephereth
What does the Agent Whisper function do?
Answer: A
A. is correct answer Explanation: "Agent Whisper lets agents and chat managers have a conversation without the requester knowing." source: https://docs.servicenow.com/bundle/utah-servicenow-platform/page/administer/conversational-interfaces/concept/ci-agent-whisper.html
Source: Adapted from community discussion — sephereth
Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)
Answer: BC
B and C are correct. Explanation: csm_consumer-user doesn't exists, csm_consumer_user is the correct table - csm_consumer_user table: Stores consumer registration records that are created when consumers complete the self-registration process from the Consumer Service Portal. This table extends the Users table (sys_user). - csm_consumer: Stores consumer records. Source: https://docs.servicenow.com/en-US/bundle/sandiego-customer-service-management/page/product/customer-service-management/reference/r_TIWCustomerService.html
Source: Adapted from community discussion — sephereth
Predictive Intelligence improves Case management by:
Answer: D
Answer: D. Predicting Case values without manual intervention Explanation: From either Agent Workspace or the platform interface, agents can use this feature when creating cases by providing the short description. Based on the information entered in the Short description field, the Predictive Intelligence feature predicts the category, priority, and assignment group, and routes the case to the correct queue. Source: https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-management/concept/agent-intelligence-case-mgmt.html
Source: Adapted from community discussion — sephereth
Who can create a customer service case from a community discussion? (Choose two.)
Answer: AB
Who can create cases from discussions or questions? Customer Service Agents. Consumer Service Agents. Customer Service Managers. Users with the sn_customerservice.proxy_case_creator role. Community administrators and moderators will automatically inherit the sn_customerservice.proxy_case_creator role.
Source: Adapted from community discussion — PappyFox
The assignment workbench uses configurable matching criteria to evaluate agents in a selected group and provide an overall ranking. What are the different types of criteria available for the assignment workbench? (Choose three.)
Answer: CDE
Answer: C. Scripted D. Simple Match E. Aggregate Explanation: There are three types of matching criteria: - Simple Match: creates one-to-one matching, such as matching the time zone of an agent with the time zone of a task location. (d.) - Aggregate: uses a simple query and returns an aggregate result. For an aggregate type, select a table and create a filter, and then select an aggregate field such as the Assigned to field. This type of query returns a set of users. (e.) - Scripted: uses a scripted query which returns a list of users. (c.) Source: https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-management/concept/case-assignment-matching-criteria.html
Source: Adapted from community discussion — sephereth
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.)
Answer: ABDEG
Answer: A. Hardware assets B. Facility assets D. Software licenses assets E. Enterprise Software assets G. Consumables assets Explanation: "The default asset classes are Hardware, Software License, Consumable, Bundle, Software Entitlement, and Facility." Source: https://docs.servicenow.com/en-US/bundle/sandiego-it-service-management/page/product/asset-management/concept/c_AssetClasses.html
Source: Adapted from community discussion — sephereth
Which of the following best describes how the CSM application uses the Asset table?
Answer: C
C should be the right answer. Because in CSM there is no table named as Product Model and even Asset table does not belong to ITSM instead it belongs to ITAM. So, CSM and ITSM uses the same Asset table but CSM Asset have one field which is Asset class.
Source: Adapted from community discussion — saurabh989
A consumer service agent receives and accepts a case which was created by a consumer. The agent needs and requests more information from the consumer. After receiving the information, the agent proposes a solution that is accepted by the consumer. Given this scenario, what is the chronological order of case states used to manage this case?
Answer: D
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CIS-CSM practice, question 201. 257 questions available.
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