Question 81 · 257 in bank
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?
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Answer: B
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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?
Answer: B
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.)
Answer: BC
What does Major issue Management use to identify all other customers impacted by a major case?
Answer: D
D is correct. Identify affected customers by creating a recipients list of accounts or consumers and attaching it to the major case. https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/major-issue-management.html
Source: Adapted from community discussion — NokoNice
Which of the following is correct regarding the social med a channel?
Answer: C
Answer: C. Cases can be created automatically depending on which social channel is used Explanation: "Social media - Create and resolve cases by communicating with customers through social media channels and record conversational history in the case." while didn't mention automatic case creation, but the fact that it can capture converation would indicate its possible to automate, hence C is the most logical answer Source: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource-center/data-sheet/ds-csm-omni-channel.pdf
Source: Adapted from community discussion — sephereth
When integrating Customer Service Management with IT Service management what separate action is required for Request Management?
Answer: B
New case tasks use the following prefix:
Answer: C
C Is Correct. Tasks that have been created for this case by the customer service agent or agent manager. When you create a task or change the state of a task, the information is recorded in the case Activity field. When you create a case task, the system generates a task number with a prefix. Following upgrade to the New York release: New case tasks use the CSTASK prefix. Existing tasks, regardless of state, use the TASK prefix.
Source: Adapted from community discussion — NokoNice
When are child cases updated from the parent case?
Answer: C
Answer: C. Automatically upon update of parent Explanation: "enter information about the major case. This information is added as additional comments to each of the newly created child cases. " Source: https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/task/create-child-cases-for-major-case.html
Source: Adapted from community discussion — sephereth
Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)
Answer: BD
Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)
Answer: ABC
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content? (Choose two.)
Answer: AB
Answer: A. Imported external articles appear as attachments in ServiceNow B. Only applications that allow WebDAV connections can be integrated Explanation: - "The acquire handler uses a WebDAV client to acquire external content to create articles." (b) - "a blank knowledge article is created and the external file is added as an attachment to the article." (a) - "The short description of the article is derived from the file name of the external content source." Source: https://docs.servicenow.com/bundle/utah-servicenow-platform/page/product/knowledge-management/task/run-import-job-external-content-integration.html
Source: Adapted from community discussion — sephereth
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CIS-CSM practice, question 81. 257 questions available.
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