SERVICENOW CIS-CSM (LONDON)
Product Model - (ANSWER)specific version or configuration of a product
When CSM is installed, which tables are changed in Asset management application? -
(ANSWER)asset table and the product model table
5 phases defined in SIM - (ANSWER)Initiate, Prepare, Create, Transition, Close
Examples of collateral and assets provided in SIM - (ANSWER)Globally standardized templates,
checklists, and process guides
Components of SIM - (ANSWER)ServiceNow Process, technology, collateral and expertise
Technical story - (ANSWER)system-centric requirement
Tool used to help plan, organize, and manage projects - (ANSWER)Project portfolio
management (with Financials)
Where is the Engagement governed? - (ANSWER)Centralized (Services portal), Customer
production instance, Engagement instance (non-prod)
Understands the department systems and processes and is responsible for the timeline, budget,
communications and so on - (ANSWER)Customer CSM project manager
Someone who manages existing customer service systems and who manages the configuration of
the CSM application - (ANSWER)CSM IT administrator
Manager who own the day-to-day customer service operation. - (ANSWER)CSM managers
, When should customer kickoff be done? - (ANSWER)2 weeks before workshop
At kickoff, what should be provided to the customer? - (ANSWER)Preparation checklists
Implementation plans and phases should be decided based on; - (ANSWER)Customer maturity
of the platform, adaptability to change, manageability to change-related risk and impact
Master data usually come from; - (ANSWER)CRM and/or ERP
Integration process consideration should cover; - (ANSWER)Approach (real-time, batch),
trigger, filters, fields, notification
How much does CSM support per note? - (ANSWER)32KB
What are the three most common types of data migration? - (ANSWER)Core master data, cases,
Attachments
What is the max number of characters allowed in an Excel cell? - (ANSWER)32,767
A Knowledge article can hold up to how many characters? - (ANSWER)65,000
New case report tables has three new calculated metrics; - (ANSWER)Reassignment count, First
contact resolution, reopen count
Pre-defined schedule job that migrates old case data into the new case report -
(ANSWER)CaseDataMigrationForCaseReports
What are some examples of files installed by CSM Demo Data plugin? - (ANSWER)Orders,
FSM, customer/consumer portals, time recording
Product Model - (ANSWER)specific version or configuration of a product
When CSM is installed, which tables are changed in Asset management application? -
(ANSWER)asset table and the product model table
5 phases defined in SIM - (ANSWER)Initiate, Prepare, Create, Transition, Close
Examples of collateral and assets provided in SIM - (ANSWER)Globally standardized templates,
checklists, and process guides
Components of SIM - (ANSWER)ServiceNow Process, technology, collateral and expertise
Technical story - (ANSWER)system-centric requirement
Tool used to help plan, organize, and manage projects - (ANSWER)Project portfolio
management (with Financials)
Where is the Engagement governed? - (ANSWER)Centralized (Services portal), Customer
production instance, Engagement instance (non-prod)
Understands the department systems and processes and is responsible for the timeline, budget,
communications and so on - (ANSWER)Customer CSM project manager
Someone who manages existing customer service systems and who manages the configuration of
the CSM application - (ANSWER)CSM IT administrator
Manager who own the day-to-day customer service operation. - (ANSWER)CSM managers
, When should customer kickoff be done? - (ANSWER)2 weeks before workshop
At kickoff, what should be provided to the customer? - (ANSWER)Preparation checklists
Implementation plans and phases should be decided based on; - (ANSWER)Customer maturity
of the platform, adaptability to change, manageability to change-related risk and impact
Master data usually come from; - (ANSWER)CRM and/or ERP
Integration process consideration should cover; - (ANSWER)Approach (real-time, batch),
trigger, filters, fields, notification
How much does CSM support per note? - (ANSWER)32KB
What are the three most common types of data migration? - (ANSWER)Core master data, cases,
Attachments
What is the max number of characters allowed in an Excel cell? - (ANSWER)32,767
A Knowledge article can hold up to how many characters? - (ANSWER)65,000
New case report tables has three new calculated metrics; - (ANSWER)Reassignment count, First
contact resolution, reopen count
Pre-defined schedule job that migrates old case data into the new case report -
(ANSWER)CaseDataMigrationForCaseReports
What are some examples of files installed by CSM Demo Data plugin? - (ANSWER)Orders,
FSM, customer/consumer portals, time recording
