ServiceNow CIS - CSM (Customer Service Management)/
ServiceNow Customer Service Management/ Orlando
Implementa on CIS exam study notes With complete
solu on New edi on
Requirements from workshops - Ans are ini ally documented as stories which creates the
product backlog
The product backlog is sorted into - Ans sprints
Three op ons for logging stories - Ans Centralized services portal, customer produc on
instance, stand-alone engagement instance
Normal Configura on - Ans Applies to customer that says the want the system as-is
Low Configura on - Ans Applies to customers that wants to make minor changes to the base
instance
Major Configura on - Ans Applies to any customer that wants to make significant changes to
the base instance (large employee popula ons, varied business units) with custom integra ons
or language transla ons
Dras c Configura on - Ans Applies to any customer who suggests they would need exorbitant
changes. O,en have huge employee popula on, complex org structures, custom integra ons or
language transla ons.
, Customer kickoff (Ini ate phase) - Ans Should be done 2 weeks before workshops begin,
should be 2-4 hours in length
Releases are designed in the following ways - Ans Release 1: build the founda on,
organiza onal alignment, and knowledge
Release 2 and subsequent: Expand scopre and/or capability
Final implementa on plans and phases are based on: - Ans Organiza onal and servicenow
pla7orm maturity
Organiza on rate of reasonale change absorp on
Management of change-related risk and business impact
CSM - ServiceNow system administrator - Ans Works to implement CSM in ServiceNow
CSM - Customer Support Agent - Ans Users of the organiza on who provide customer service
and works on cases. Agents are organized into groups and skilled on specific products
CSM - Tier 3 Customer Support Agent - Ans is a person whith comprehensive knowledge of a
skill or par cular area
CSM - Customer Support Agent Manager - Ans oversees opera ons in customer service
including service delivery, personnel management, and escala ons
CSM - Customer Service Execu ve - Ans is a person responsible for the overall customer service
organiza on
Examine phase - func onal requirements gathering - Ans Example ques ons:
,What are the inputs and outputs; walk - through scenarios, use cases, or examples; Can you
help me understand what you are a,er - follow up ques ons; what is the business driver behind
the requirements; what problem are we trying to solve;
Examine phase - technical requirements gathering - Ans Is there already an exis ng technical
solu on; is the solu on scalable; how does this solu on affect various users; is the solu on
flexible; does this solu on require changes to licensing; what other apps on the pla7orm may
be impacted; will records in other applicaitons be created from CSM Cases;
Support Models - Ans En tlement only; en tlement plus service contracts
En tlement Only - Ans Support agents determine whether a customer is eligible for support at
teh account, product, or asset level
Use En tlement Only if - Ans There's no need to manager your customers en tlements as part
of a service contract; do not have renewal process; are not purchased by your customers, they
are bundled with products (warran es)
En tlement + Service Contracts - Ans Support agents determine whether a customer is eligible
for support based on their service contracts
Use En tlement + Service Contracts if - Ans En tlements are purchased and managed
separately from the products they cover and are part of a service contracts; your customers
en tlements are renewed at a contract level
CSM _ performance analy cs - Ans requires a separate licensing model
CSM - No fy - Ans requires a separate licensing model
, When does UAT (user acceptance tes ng) normally occur - Ans 4-6 weeks before go-live
Plugin: Customer Service Management for Orders - Ans com.snc.csm.order
Plugin: Customer Service Portal - Ans com.glide.service-portal.customer-portal
Plugin: Targeted Communica ons - Ans com.sn_publica ons
Plugin: Customer Service - Ans com.sn_customerservice
Applica on - Ans is a packaged set of configura on records that extend the pla7orm and add
new applica ons or features
Op onal Plugin: Performance Analy cs - Content pack - Customer Service (New) - Ans
com.snc.pa.customer_service
Op ons Plugin: CTI So,phone - Ans com.snc.c - this plug brings in tentegra on between
customer service and Twilio using No fy. No fy requires separate licensing. Twillio service
needs to be purchased separately.
Types of CSM Integra ons - Ans Data Integra ons; Case History; Knowledge Ar cle; So,phone
Integra on; Master data from CRM; Enterprise Resource Planning (ERP); SDLC; Computer
Telephony Interface; Store and partner integra ons;
Integra on process should cover (5) - Ans Integra on approach (real me, batch, hybrid)
Triggering event
Filters
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ServiceNow Customer Service Management/ Orlando
Implementa on CIS exam study notes With complete
solu on New edi on
Requirements from workshops - Ans are ini ally documented as stories which creates the
product backlog
The product backlog is sorted into - Ans sprints
Three op ons for logging stories - Ans Centralized services portal, customer produc on
instance, stand-alone engagement instance
Normal Configura on - Ans Applies to customer that says the want the system as-is
Low Configura on - Ans Applies to customers that wants to make minor changes to the base
instance
Major Configura on - Ans Applies to any customer that wants to make significant changes to
the base instance (large employee popula ons, varied business units) with custom integra ons
or language transla ons
Dras c Configura on - Ans Applies to any customer who suggests they would need exorbitant
changes. O,en have huge employee popula on, complex org structures, custom integra ons or
language transla ons.
, Customer kickoff (Ini ate phase) - Ans Should be done 2 weeks before workshops begin,
should be 2-4 hours in length
Releases are designed in the following ways - Ans Release 1: build the founda on,
organiza onal alignment, and knowledge
Release 2 and subsequent: Expand scopre and/or capability
Final implementa on plans and phases are based on: - Ans Organiza onal and servicenow
pla7orm maturity
Organiza on rate of reasonale change absorp on
Management of change-related risk and business impact
CSM - ServiceNow system administrator - Ans Works to implement CSM in ServiceNow
CSM - Customer Support Agent - Ans Users of the organiza on who provide customer service
and works on cases. Agents are organized into groups and skilled on specific products
CSM - Tier 3 Customer Support Agent - Ans is a person whith comprehensive knowledge of a
skill or par cular area
CSM - Customer Support Agent Manager - Ans oversees opera ons in customer service
including service delivery, personnel management, and escala ons
CSM - Customer Service Execu ve - Ans is a person responsible for the overall customer service
organiza on
Examine phase - func onal requirements gathering - Ans Example ques ons:
,What are the inputs and outputs; walk - through scenarios, use cases, or examples; Can you
help me understand what you are a,er - follow up ques ons; what is the business driver behind
the requirements; what problem are we trying to solve;
Examine phase - technical requirements gathering - Ans Is there already an exis ng technical
solu on; is the solu on scalable; how does this solu on affect various users; is the solu on
flexible; does this solu on require changes to licensing; what other apps on the pla7orm may
be impacted; will records in other applicaitons be created from CSM Cases;
Support Models - Ans En tlement only; en tlement plus service contracts
En tlement Only - Ans Support agents determine whether a customer is eligible for support at
teh account, product, or asset level
Use En tlement Only if - Ans There's no need to manager your customers en tlements as part
of a service contract; do not have renewal process; are not purchased by your customers, they
are bundled with products (warran es)
En tlement + Service Contracts - Ans Support agents determine whether a customer is eligible
for support based on their service contracts
Use En tlement + Service Contracts if - Ans En tlements are purchased and managed
separately from the products they cover and are part of a service contracts; your customers
en tlements are renewed at a contract level
CSM _ performance analy cs - Ans requires a separate licensing model
CSM - No fy - Ans requires a separate licensing model
, When does UAT (user acceptance tes ng) normally occur - Ans 4-6 weeks before go-live
Plugin: Customer Service Management for Orders - Ans com.snc.csm.order
Plugin: Customer Service Portal - Ans com.glide.service-portal.customer-portal
Plugin: Targeted Communica ons - Ans com.sn_publica ons
Plugin: Customer Service - Ans com.sn_customerservice
Applica on - Ans is a packaged set of configura on records that extend the pla7orm and add
new applica ons or features
Op onal Plugin: Performance Analy cs - Content pack - Customer Service (New) - Ans
com.snc.pa.customer_service
Op ons Plugin: CTI So,phone - Ans com.snc.c - this plug brings in tentegra on between
customer service and Twilio using No fy. No fy requires separate licensing. Twillio service
needs to be purchased separately.
Types of CSM Integra ons - Ans Data Integra ons; Case History; Knowledge Ar cle; So,phone
Integra on; Master data from CRM; Enterprise Resource Planning (ERP); SDLC; Computer
Telephony Interface; Store and partner integra ons;
Integra on process should cover (5) - Ans Integra on approach (real me, batch, hybrid)
Triggering event
Filters
Fields
