CSM EXAM DUMP QUESTIONS & ANSWERS
What should be part of the pre-engagement collateral? - Answer -Customer Service
Roles template
In advanced work assignment, what does the overflow assignment capability do, if
defined? - Answer -When one support group reaches capacity the work item is
automatically routed to another group
A consumer 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 the information, the agent proposes a solution that is accepted by the
consumer. Given this scenario, what is the chronological order of case
states used to manage this case? - Answer -New > Open > Awaiting Info > Open >
Resolved > Closed
Cost Information on cases is available as part of the Performance Analytics Content
Pack for Customer Service - Answer -True
When the virtual agent plugin is installed NLU is activated but is not available for use
until what two configurations are completed? - Answer -In the NLU Settings configure
the Intent confidence threshold
Enable NLU in Virtual Agent
Which of the following are true regarding the Community Portal application? - Answer -
It is available to any customer with a Community license
It is only available to CSM license holders
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? - Answer -
Business Service
Install base item
Who can create a customer service case from a community discussion? - Answer -
Customer service agent (sn_customerservice_agent)
Partner (sn_customerservice.partner)
What are the conditions that matching rules are based on? - Answer -Agent resources
best suited to work on a case
Specific case attributes
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive
Intelligence supports which of the following decisions? - Answer -Case Categorization
Case Prioritization
, Information about a customer's service contract is found in Knowledge - Answer -False
What is the specific type of catalog item called that allows users to create task-based
records, such as case records, from the Service Catalog? - Answer -Record Producer
The assignment workbench uses configurable matching criteria to evaluate agents in a
selected group and provide an overall ranking. What are the different
types of criteria available for the assignment workbench? - Answer -Scripted
Simple Match
Aggregate
How many active OpenFrame configurations can you have on an instance? - Answer -
Unlimited
Partner admin contacts have access to the data of both their partner accounts and
customer accounts. - Answer -True
During which Now Create stage are workshops conducted? - Answer -Plan
What are some benefits that Knowledge Product Entitlement provide? - Answer -
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
If only one user reports a content for moderation, the content will be hidden. - Answer -
False
The ServiceNow Communities feature is only available for customers with ServiceNow
Customer Services Management licenses. - Answer -True
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? - Answer -Account team responsibility
Historical
Related task
An Account Relationship is based on a defined account relationship hype. Users with
the System Administrator role can define two types of relationships: - Answer -Account-
to-account
Partner-to-account
What does the Agent Whisper function do? - Answer -Lets agents and chat supervisors
have a conversation without the requester knowing
What should be part of the pre-engagement collateral? - Answer -Customer Service
Roles template
In advanced work assignment, what does the overflow assignment capability do, if
defined? - Answer -When one support group reaches capacity the work item is
automatically routed to another group
A consumer 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 the information, the agent proposes a solution that is accepted by the
consumer. Given this scenario, what is the chronological order of case
states used to manage this case? - Answer -New > Open > Awaiting Info > Open >
Resolved > Closed
Cost Information on cases is available as part of the Performance Analytics Content
Pack for Customer Service - Answer -True
When the virtual agent plugin is installed NLU is activated but is not available for use
until what two configurations are completed? - Answer -In the NLU Settings configure
the Intent confidence threshold
Enable NLU in Virtual Agent
Which of the following are true regarding the Community Portal application? - Answer -
It is available to any customer with a Community license
It is only available to CSM license holders
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? - Answer -
Business Service
Install base item
Who can create a customer service case from a community discussion? - Answer -
Customer service agent (sn_customerservice_agent)
Partner (sn_customerservice.partner)
What are the conditions that matching rules are based on? - Answer -Agent resources
best suited to work on a case
Specific case attributes
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive
Intelligence supports which of the following decisions? - Answer -Case Categorization
Case Prioritization
, Information about a customer's service contract is found in Knowledge - Answer -False
What is the specific type of catalog item called that allows users to create task-based
records, such as case records, from the Service Catalog? - Answer -Record Producer
The assignment workbench uses configurable matching criteria to evaluate agents in a
selected group and provide an overall ranking. What are the different
types of criteria available for the assignment workbench? - Answer -Scripted
Simple Match
Aggregate
How many active OpenFrame configurations can you have on an instance? - Answer -
Unlimited
Partner admin contacts have access to the data of both their partner accounts and
customer accounts. - Answer -True
During which Now Create stage are workshops conducted? - Answer -Plan
What are some benefits that Knowledge Product Entitlement provide? - Answer -
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
If only one user reports a content for moderation, the content will be hidden. - Answer -
False
The ServiceNow Communities feature is only available for customers with ServiceNow
Customer Services Management licenses. - Answer -True
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? - Answer -Account team responsibility
Historical
Related task
An Account Relationship is based on a defined account relationship hype. Users with
the System Administrator role can define two types of relationships: - Answer -Account-
to-account
Partner-to-account
What does the Agent Whisper function do? - Answer -Lets agents and chat supervisors
have a conversation without the requester knowing
