ServiceNow cuStomer Service maNagemeNt exam NeweSt
2025/2026 with complete QueStioNS aNd correct aNSwerS
|already graded a+||BraNd New verSioN!
What challenges would you face when trying to implement CSM in in the ITSM application? -
ANSWER-
What is the final state of a Case? - ANSWER-Closed
What is B2B? - ANSWER-
What is B2C? - ANSWER-
What is the main entity in CSM? - ANSWER-Case
In which states can a case be promoted as a major case candidate? - ANSWER-
What automatic routing and assignment capabilities are there for agents with advanced work
assignment? - ANSWER-
Which Roles can specify skills and mandatory skills required for a case or task? - ANSWER-
What does CSM use to create and maintain products and assets? - ANSWER-CSM leverages the
Asset application
, CSM can be configured to work with which 3 portals? - ANSWER-
Which entities have special handling notes? - ANSWER-
Which roles does a new customer receive? - ANSWER-sn_customerservice.customer
sn_esm_user
snc_external
What table are customer contacts stored in? - ANSWER-customer_contact which is an extension of
the sys_user
What role allows you to see other contacts at your company? - ANSWER-
sn_customerservice.customer_admin
What options are valid channels? - ANSWER-Web (default for consumer or customer portals)
Chat (default when case created over chat)
Phone (default when created in CS application)
Email (default when created through inbound)
Social (default when created through social stream)
What benefits does virtual agent bring? - ANSWER-enables user to get immediate help 24/7
automates Tier 1 support tasks
What must you do to enable the chatbot? - ANSWER-1. Enable glide virtual agent plugin
(com.glide.cs.chatbot)
2. Enable the virtual agent conversations plugin(com.sn_csm.virtualagent)
3. Publish read only predefined virtual agent chatbot topics
How many NLU providers can a virtual agent use? - ANSWER-1
2025/2026 with complete QueStioNS aNd correct aNSwerS
|already graded a+||BraNd New verSioN!
What challenges would you face when trying to implement CSM in in the ITSM application? -
ANSWER-
What is the final state of a Case? - ANSWER-Closed
What is B2B? - ANSWER-
What is B2C? - ANSWER-
What is the main entity in CSM? - ANSWER-Case
In which states can a case be promoted as a major case candidate? - ANSWER-
What automatic routing and assignment capabilities are there for agents with advanced work
assignment? - ANSWER-
Which Roles can specify skills and mandatory skills required for a case or task? - ANSWER-
What does CSM use to create and maintain products and assets? - ANSWER-CSM leverages the
Asset application
, CSM can be configured to work with which 3 portals? - ANSWER-
Which entities have special handling notes? - ANSWER-
Which roles does a new customer receive? - ANSWER-sn_customerservice.customer
sn_esm_user
snc_external
What table are customer contacts stored in? - ANSWER-customer_contact which is an extension of
the sys_user
What role allows you to see other contacts at your company? - ANSWER-
sn_customerservice.customer_admin
What options are valid channels? - ANSWER-Web (default for consumer or customer portals)
Chat (default when case created over chat)
Phone (default when created in CS application)
Email (default when created through inbound)
Social (default when created through social stream)
What benefits does virtual agent bring? - ANSWER-enables user to get immediate help 24/7
automates Tier 1 support tasks
What must you do to enable the chatbot? - ANSWER-1. Enable glide virtual agent plugin
(com.glide.cs.chatbot)
2. Enable the virtual agent conversations plugin(com.sn_csm.virtualagent)
3. Publish read only predefined virtual agent chatbot topics
How many NLU providers can a virtual agent use? - ANSWER-1
