CIS CSM
ServiceNow utilizes the Now Create methodology for implementations, what are the fases of this methodology? (Choose 5)
Initiate
Start
Commit
Plan
Execute
Deliver
Close
Kick-off
Go-Live
Create
What needs to be done on the Initiate phase of the Now Create methodology? (Choose 4)
Understand the business objectives
Kick-off the Project
Stabilish project governance
Stabilish project teams
Define, review and prioritize the backlog
Conduct Workshops
Define support processes
Setup the environment
What needs to be done on the PLAN phase of the Now Create methodology? (Choose 5)
Awareness roadshows
Conduct workshops
Understand business pains
Define, review and prioritize the backlog
Define stories
Project timeline
Setup the environment
Stabilish stakeholders
What needs to be done on the Execute phase of the Now Create methodology? (Choose 4)
Run agile scrum cycles
Prioritize the backlog
Define support processes
Stabilish project governance
Execute communications
Plan UAT
Plan for system
Awareness roadshows
What needs to be done on the Deliver phase of the Now Create methodology? (Choose 4)
System and UAT testing
Go-live Planning
Operational handover
Measure value
Setup the environment
Finalize the project timeline
Training
Go-live
What needs to be done on the Close phase of the Now Create methodology? (Choose 5)
Operational handover
Hypercare support
Lessons learned
Measure value and champion success
Formally close the project
System testing and UAT Testing
Training
Go-live
Release planning
What are the workshops purposes and goals? (Choose 7)
Understand current product
Understand Process maturity
Customer preparation checklist
Customer resources and availability
What problem are we trying to solve
What are the inputs and outputs
Use cases, examples
Happy hour
Make friends
Meet new people
Make conections
What are the Critical Success Factors that are related to CSM Suite Implementations? Choose all the right ones
Identify the company’s pain points
Understand the use cases thoroughly
Specify the time required to create the related criteria
The quality of the implementation depends on the underlying process
Clear understanding of the use cases
Consistent service to customers
All of the above
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?
Three
Four
Five
Six
Application Scoping from a security perspective brings the following benefits: (Choose two)
Improves instance security by limiting acess to other applications on the instace
Scoped applications prevent versioning for complex instances
Scoping hold the records and acts as a container for the desired CSM applications
Scopped applications limits autonomy and control of all aspects of the CSM Application
What module is used to create Case Record Producers?
Case record producers
Edit Records
Record producers
Maintain records
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?
Web
Catalog
Portal
Virtual agent
An Account Relationship is based on a defined account relationship hype. Users with the System Administrator role can define two types of relationships: (Choose two)
Partner-to-Customer
Account-to-Customer
Account-to-Account
Customer-to-Consumer
Partner-to-Account
Based on which out-of-box attributes can Special handling Notes be applied to cases? (Choose three)
Service Contract
Install base item
Product
Account
Contact
What is a contact?
A user who is an employee of an account
A customer in the business-to-consumer (B2C) business model
Has access to all of the data within the account
A supported external customer
Which roles are considered external? (Choose two)
Consumer Support Agent (sn_customerservice.consumer_agent)
Customer Admin (sn_customerservice.customer_admin)
Partner Admin (sn_customerservice.partner_admin)
Customer Service Agent (sn_customerservice_agent)
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two)
Manage cases on behalf of customer service agents
Create cases on behalf of customers
Manage requests on behalf of customer service agents
Create requests on behalf of customers
Manage major incident communication on behalf of a customer service manager
Who can create a customer service case from a community discussion? (Choose two)
Customer Service Agent (sn_customerservice_agent)
Proxy case creator (sn_customerservice.proxy_case_creator)
Partner (sn_customerservice.partner)
Case viewer (sn_customerservice.case_viewer)
Which of the following roles cannot update a consumer’s record?
Sn_customerservice_agent
Admin
Sn_customerservice_manager
Sn_customerservice.consumer_agent
A Partner can be a customer
True
False
PROXY CONTACT (sn_custtomerservice.proxy_contact) is a fullfiler
True
False
Special Handling Notes can apply to which one of the following based on specific attributes?
Domain
Contact
Holiday
VIP
To which entities can Special Handling Notes be applied out of the box?
Consumer
Partner
Customer
Agent
From what places in SN can an agent create a case? (Choose three)
Any associated entities (Account, Contract, Entitlement, Asset, etc.)
The Customer Service Application
A Chat Session
Contact
What are the Escalations template types?
Case escalation
Account escalation
Contact escalation
Consumer Case escalation
Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?
Case performance
Case Analytics
Case Digest
Case Spotlight
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)
Hardware Assets
Facility Assets
Configuration Assets
Software Licenses Assets
Enterprise Software Assets
Network Assets
Consumables Assets
In the Customer Service Management space, what does the term asset management mean?
Tables in the Asset application
A set of business activities and procedures used to track assets
What are the types of matching criteria for customer service? (Choose 4)
Availability today
Certifications
Partner hours
Assigned cases
Last Assigned
Matching skills
Which roles are considered external? (Choose 2)
Consumer support agent
Customer service agent
Partner admin
Customer Admin
Name a security benefit gained from using scoped applications
Limits the number of update sets that can be applied
Prevents changes to tables without explicit permissions from IT
Prevents third party integrations
Limits accessibility to other applicatins in the instance
In Advanced Work Assignment (AWA), what does the overflow assignment capability do, if defined?
When one agent reaches capacity, the work item is automatically routed to any free agent
Uses matching and assignment rules to send work items to the agent with most capacity
When one support group reaches capacity the work item is automatically routed to another group
Uses matching and assignment rules to send work items to the agent with the highest availability
What roles can create customer service case from a community discussion?
Proxy case Creator (sn_customerservice.proxy_case_creator)
Partner (sn_customerservice.partner)
Proxy contact (sn_customerservice.proxy_contact)
Customer service agent (sn_customerservice_agent)
An entitlement defines the types of support a customer receives. Entitlements are based on a number of standard fields such as product and asset. When Proactive Customer Service Operations is implemented which additional fields could be used? (Choose two)
Contact
Configuration Item
Business service
Install base item
Sold product
Which are the first plugins installed to implement CSM? Choose 5
Customer Service: com.sn_customerservice
Customer Service Portal: com.glide.service-portal.customer-portal
Customer Service Management Demo data: com.snc.customerservice.demo
Major Issue management: com.sn_majorissuemgt
Targeted Communications: com.sn_publications
Consumer Service com.sn_consumerservice
CSM Management: com.sn_customerservicemanagement
Major Issue Management uses which one of the following capabilities?
Asset management
Targeted communications
Governance risk and control
Record producers
What is required to synchronise fields from a parent to a child case(s)?
No action is required, this is a standard CSM feature
The role of sn_customerservice.customer_case_manager must be assigned
Major issue management needs to be installed and certain properties enabled
The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
Which of the following child case states would cause parent – child case synchronization to fail? (Choose three)
Cancelled
Resolved
Awaiting info
New
Closed
In progress
Proactive Customer Service Operations works Event Management to proactively monitor and fix issues affecting customers. It can also trigger case workflow’s and enable organisations to notify customers whose services or products are impacted by an outage or issue. What are the three main components that make up Proactive Customer Service Operations? (Choose three)
Service-aware install base
Proactive prevention
Proactive case
Service Monitoring
Service reporting
Service-aware CMDB
Advance Work Assignment assigns work to agents based on their availability, capacity, and skills. Agent Affinity enhances the Advanced Work Assignment process by adding additional agent details organized by affinity type. Which of these are these affinity types? (Choose three)
Skill seniority
Account team responsibility
Historical
Related task
Product expertise
What are households
Entity that represents a group of consumers that usually share a common address and use services as a group
Entity that represents a group of customers that usually share a common address and use services as a group
Entity that represents a group of consumers and customers that usually share a common address and use services as a group
In Agent Workspace Chat, Agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?
Rejects an incoming chat and moves it automatically to the general queue
Routes the chat towards another group
Uses response templates to insert as text in a conversation
Rolls up the current chat history towards existing case
Playbooks for CSM provide step-by-step guidance for resolving specific types of customer service cases. What are the three out-of-the-box playbooks for CSM? (Choose three)
Case playbook for product support
Case playbook for services
Case playbook for billing
Case playbook for onboarding
Case playbook for complaints
What is the purpose of the Guided Decisions capability?
Provide agents with an escalation guide
Guide agents trought account management
Dinamically guide agents to help resolve complex cases
Provide agents with a knowledge guide
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
Entering question in portal only
Record producer only
Both portal question entry and record producer
None of the above
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two)
Case escalation
Case state
Case priorization
Case categorization
Predictive Intelligence improves Case management by:
Reducing the number of records needed to accurately predict a value
Replacing legacy routing rules
Predicting case values without manual intervention
Predicting what values should have gone into empty fields in historical records
Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)
A Escalate a case on the add-m panel of Outlook
As the Microsoft Outlook user, register yourself as self-contributor
Auto reply email using prective inteligence
NLU plugin association
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content? (Choose two)
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
Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)
Partner Service
Customer Service
Consumer Service
Agent Support
Support Service
Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two)
Contact (customer_contact)
Consumer user (csm_consumer_user)
Consumer (csm_consumer)
CSM User (csm_user)
When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?
Allows access to knowledge articles based on customer's security access
Allows access to knowledge articles that are related to entitlements owned by a customer
Allows access to multi-product line knowledge articles
Allows access to knowledge articles that are related to products owned by a customer
What are some benefits that Knowledge Product Entitlement provide? (Choose three)
Reduces call volume
Makes it easier for agents to manage case volume
Allows access to knowledge articles that are related to products owned by a customer
Information about a customer's service contract
Focused product marketing
Which are the key self-service functions of the Customer Support Portal? (Choose three)
Community
Knowledge base
Open an incident
Service Catalog
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
Misconfigured
Selecting none of the groups
Missing configuration
Selecting all the groups
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three)
Manage Cases
Close work orders
Manage Assets
Manage requests
Execute assigned tasks
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