CSM ServiceNow Questions And Answers 2022/2023

After the Paris release, how do users migrate social Q&A content to communities? - Answer - Run the fix script 'Migrate Social Q&A to Community' What is a decision tree? - Answer - A multi-step process consisting of a series of questions, answers, and guidance. How can customers limit access to assets? - Answer - 1. Enable property 2. Create Asset Contact Relationship 3. Assign asset to contacts What does the knowledge product entitlements property 'Enable Access Control of Databases' do? - Answer - Customers can access all knowledge bases related to products for which they have entitlements Who can receive targeted communications? - Answer - 1. Customers 2. Internal Users Two benefits / features of Agent Workspace - Answer - 1. A multi-tab interface to help agents efficiently manage multiple incidents and cases on one screen 2. Real time handling of calls and chats via Interaction Management System How does an admin enable consumers to self-register through the service portal? - Answer - Fill in the 'External User Registration Configuration' field. When a customer registers through the portal, records are created in which two tables? - Answer - 1. csm_consumer 2. csm_consumer_user If a manager wants only agents to be able to read knowledge articles, what criteria should be set? - Answer - Remove existing snc_internal users and add 'Can Read' record for agents. What can Customer Admins do that Customers can't? - Answer - Create and edit contacts and assign contacts to roles What additional plugins are added with the Customer Service Plugin? - Answer - Multiple Which roles are internal? - Answer - 1. Customer Service Manager ('sn_customerservice_manager') 2. Service Agent ('sn_customerservice_agent') 3. Consumer Serv