Servicenow CSM Exam Questions and Answers Already Passed
From where can an agent create a CSM Case - Answers Chat
How many sequential projects phases and exit gates are there in the now create methodology -
Answers five
How can multiple service catalogs be made available on the customer service portal - Answers
include them in the list of service catalogs on the customer service portal record
What happens to a case whenever the state of one of the associated IT Service Management
record is updated - Answers the case work notes are updated automatically
as an agent you can report a knowledge gap. if you cannot find relevant articles that could help
resolve a case. which action is required to create the knowledge gap - Answers use related links
on the case form to report a knowledge gap
based on which out-of-box attribute can special handling notes be applied to cases - Answers
product, account, contact
external customers can view the problem, change and request records associate their customer
service cases from the customer service portal .which can approve in relation via the portal -
Answers change records and request records
the default configuration automatically closes resolved cases after how many days - Answers
cases are not automatically closed by default
which roles are considered external - Answers customer
admin[sn_customerservice.customer_admin], partner admin[sn_customerservice.partner_admin]
in advanced work assignment what does the overflow assignment capability do if defined -
Answers when one support group reaches capacity the work item is automatically routed to
another group
the csm application has a feature that can be used to filter records in csm-related table which
are accessible by users with csm roles. this feature makes it unnecessary to create business
logic for those persona access the data. what is this feature - Answers csm query rules
what are different work assignment affinity types - Answers account team responsibility,
historical, related task
when implementing knowledge product entitlements, what is enabled when activating the
enable access control knowledge article system property - Answers allows access to
knowledge articles that are related to products owned by a customer
what are the types of matching criteria for customer service - Answers matching skills, last
assigned, assigned cases, availability today
, when proactive customer service operations is implemented which additional fields could be
used - Answers install base item, sold product
when the virtual agent plugin is installed NLU is activated but is not available for use until what
two configurations are completed - Answers chooses the NLU service provider, enable NLU in
virtual agents
which knowledge record can be configured with user criteria - Answers knowledge bases and
articles
an account relationship is based on a defined account relationship type. users with the system
admin role can define 2 types of relationships - Answers account to account, partner to account
what are the benefits that may be gained from using communities - Answers reduce support
costs, engagement with customers, get product feedback
a customer 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 information
from the consumer, after receiving information the agent proposes a solution given this
scenario what is the order of case states - Answers new>open>awaiting
info>open>resolved>closed
What are the 5 asset classes used for grouping assets - Answers hardware assets, facility
assets, software licenses assets, enterprise software assts, consumable assets
the different types of criteria available for the assignment workbench - Answers scripted, simple
match, aggregate
who can create a customer service case from a community discussion - Answers customer
service agent[sn_customerservice_agent], proxy case
creator[sn_customerservice.proxy_case_creator]
upon self registration through the customer service portal the consumer service portal a record
is created in - Answers consumer user[csm_consumer_user], consumer[csm_consumer]
what does the agent whisper function do - Answers lets agents and chat supervisors have a
conversation without the requestor knowing
what is the purpose of deactivating special handling notes scheduled job - Answers run daily at
midnight, check all active alert and sets the status to expired for those that have reached their
expiration dates
what is the default value in the channel field when a new case is opened by a customer in the
service catalog - Answers web
which application must be activated to enable customers to check in on-line for future
From where can an agent create a CSM Case - Answers Chat
How many sequential projects phases and exit gates are there in the now create methodology -
Answers five
How can multiple service catalogs be made available on the customer service portal - Answers
include them in the list of service catalogs on the customer service portal record
What happens to a case whenever the state of one of the associated IT Service Management
record is updated - Answers the case work notes are updated automatically
as an agent you can report a knowledge gap. if you cannot find relevant articles that could help
resolve a case. which action is required to create the knowledge gap - Answers use related links
on the case form to report a knowledge gap
based on which out-of-box attribute can special handling notes be applied to cases - Answers
product, account, contact
external customers can view the problem, change and request records associate their customer
service cases from the customer service portal .which can approve in relation via the portal -
Answers change records and request records
the default configuration automatically closes resolved cases after how many days - Answers
cases are not automatically closed by default
which roles are considered external - Answers customer
admin[sn_customerservice.customer_admin], partner admin[sn_customerservice.partner_admin]
in advanced work assignment what does the overflow assignment capability do if defined -
Answers when one support group reaches capacity the work item is automatically routed to
another group
the csm application has a feature that can be used to filter records in csm-related table which
are accessible by users with csm roles. this feature makes it unnecessary to create business
logic for those persona access the data. what is this feature - Answers csm query rules
what are different work assignment affinity types - Answers account team responsibility,
historical, related task
when implementing knowledge product entitlements, what is enabled when activating the
enable access control knowledge article system property - Answers allows access to
knowledge articles that are related to products owned by a customer
what are the types of matching criteria for customer service - Answers matching skills, last
assigned, assigned cases, availability today
, when proactive customer service operations is implemented which additional fields could be
used - Answers install base item, sold product
when the virtual agent plugin is installed NLU is activated but is not available for use until what
two configurations are completed - Answers chooses the NLU service provider, enable NLU in
virtual agents
which knowledge record can be configured with user criteria - Answers knowledge bases and
articles
an account relationship is based on a defined account relationship type. users with the system
admin role can define 2 types of relationships - Answers account to account, partner to account
what are the benefits that may be gained from using communities - Answers reduce support
costs, engagement with customers, get product feedback
a customer 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 information
from the consumer, after receiving information the agent proposes a solution given this
scenario what is the order of case states - Answers new>open>awaiting
info>open>resolved>closed
What are the 5 asset classes used for grouping assets - Answers hardware assets, facility
assets, software licenses assets, enterprise software assts, consumable assets
the different types of criteria available for the assignment workbench - Answers scripted, simple
match, aggregate
who can create a customer service case from a community discussion - Answers customer
service agent[sn_customerservice_agent], proxy case
creator[sn_customerservice.proxy_case_creator]
upon self registration through the customer service portal the consumer service portal a record
is created in - Answers consumer user[csm_consumer_user], consumer[csm_consumer]
what does the agent whisper function do - Answers lets agents and chat supervisors have a
conversation without the requestor knowing
what is the purpose of deactivating special handling notes scheduled job - Answers run daily at
midnight, check all active alert and sets the status to expired for those that have reached their
expiration dates
what is the default value in the channel field when a new case is opened by a customer in the
service catalog - Answers web
which application must be activated to enable customers to check in on-line for future
