ServiceNow CIS - CSM (Customer Service Management)
Exam with All Correct & 100% Verified Answers |Latest
Update| Already Graded A+
Requirements from workshops ✔Correct Answers--are initially documented as stories which
creates the product backlog
The product backlog is sorted into ✔Correct Answers--sprints
Three options for logging stories ✔Correct Answers--Centralized services portal, customer
production instance, stand-alone engagement instance
Normal Configuration ✔Correct Answers--Applies to customer that says the want the system as-is
Low Configuration ✔Correct Answers--Applies to customers that wants to make minor changes to
the base instance
Major Configuration ✔Correct Answers--Applies to any customer that wants to make significant
changes to the base instance (large employee populations, varied business units) with custom
integrations or language translations
Drastic Configuration ✔Correct Answers--Applies to any customer who suggests they would need
exorbitant changes. Often have huge employee population, complex org structures, custom
integrations or language translations.
Customer kickoff (Initiate phase) ✔Correct Answers--Should be done 2 weeks before workshops
begin, should be 2-4 hours in length
Releases are designed in the following ways ✔Correct Answers--Release 1: build the foundation,
organizational alignment, and knowledge
Release 2 and subsequent: Expand scopre and/or capability
Final implementation plans and phases are based on: ✔Correct Answers--Organizational and
servicenow platform maturity
Organization rate of reasonale change absorption
Management of change-related risk and business impact
CSM - ServiceNow system administrator ✔Correct Answers--Works to implement CSM in
ServiceNow
CSM - Customer Support Agent ✔Correct Answers--Users of the organization who provide
customer service and works on cases. Agents are organized into groups and skilled on specific
products
CSM - Tier 3 Customer Support Agent ✔Correct Answers--is a person whith comprehensive
knowledge of a skill or particular area
,CSM - Customer Support Agent Manager ✔Correct Answers--oversees operations in customer
service including service delivery, personnel management, and escalations
CSM - Customer Service Executive ✔Correct Answers--is a person responsible for the overall
customer service organization
Examine phase - functional requirements gathering ✔Correct Answers--Example questions:
What are the inputs and outputs; walk - through scenarios, use cases, or examples; Can you help me
understand what you are after - follow up questions; what is the business driver behind the
requirements; what problem are we trying to solve;
Examine phase - technical requirements gathering ✔Correct Answers--Is there already an existing
technical solution; is the solution scalable; how does this solution affect various users; is the solution
flexible; does this solution require changes to licensing; what other apps on the platform may be
impacted; will records in other applicaitons be created from CSM Cases;
Support Models ✔Correct Answers--Entitlement only; entitlement plus service contracts
Entitlement Only ✔Correct Answers--Support agents determine whether a customer is eligible for
support at teh account, product, or asset level
Use Entitlement Only if ✔Correct Answers--There's no need to manager your customers
entitlements as part of a service contract; do not have renewal process; are not purchased by your
customers, they are bundled with products (warranties)
Entitlement + Service Contracts ✔Correct Answers--Support agents determine whether a customer
is eligible for support based on their service contracts
Use Entitlement + Service Contracts if ✔Correct Answers--Entitlements are purchased and
managed separately from the products they cover and are part of a service contracts; your
customers entitlements are renewed at a contract level
CSM _ performance analytics ✔Correct Answers--requires a separate licensing model
CSM - Notify ✔Correct Answers--requires a separate licensing model
When does UAT (user acceptance testing) normally occur ✔Correct Answers--4-6 weeks before go-
live
Plugin: Customer Service Management for Orders ✔Correct Answers--com.snc.csm.order
Plugin: Customer Service Portal ✔Correct Answers--com.glide.service-portal.customer-portal
Plugin: Targeted Communications ✔Correct Answers--com.sn_publications
Plugin: Customer Service ✔Correct Answers--com.sn_customerservice
Application ✔Correct Answers--is a packaged set of configuration records that extend the platform
and add new applications or features
, Optional Plugin: Performance Analytics - Content pack - Customer Service (New) ✔Correct
Answers--com.snc.pa.customer_service
Options Plugin: CTI Softphone ✔Correct Answers--com.snc.cti - this plug brings in tentegration
between customer service and Twilio using Notify. Notify requires separate licensing. Twillio service
needs to be purchased separately.
Types of CSM Integrations ✔Correct Answers--Data Integrations; Case History; Knowledge Article;
Softphone Integration; Master data from CRM; Enterprise Resource Planning (ERP); SDLC; Computer
Telephony Interface; Store and partner integrations;
Integration process should cover (5) ✔Correct Answers--Integration approach (real time, batch,
hybrid)
Triggering event
Filters
Fields
How users will get notified in case of failure
Implementation Considerations - Data Migration ✔Correct Answers--Define legacy data
conversions (accounts, contacts, locations, assets, contracts)
Review legacy data nad remove obsolete, unused data
Tag imported data for future identification purpose
Focus on high value content; plan for appropriate resources time and efforts
Data Migration - common types of data ✔Correct Answers--Core Master Data
Cases
Attachments for Case and Knowledge records
Implementation Considerations
Data Migration - Core Master Data ✔Correct Answers--(acounts, contacts, users, produts, assets,
locations, groups)
Typically synched daily via integrations
Subsets of this data of the full data laready exist in the instance
Referenced by the Cases
Data Migration - Cases ✔Correct Answers--Record data
Related list data
reference table data
Data Migration - Attachments ✔Correct Answers--Use a scrip to upload and attach to case or KB
Large amounts of attachments directly affects storage impacts
Data Migrations - Implementation Considerations ✔Correct Answers--Define process to manage
data
How will new accounts, etc. get created
Who can update customer info
What fields can be updated
Account Paths ✔Correct Answers--listed in an account record; displays the syste-generated code.
Account path displays the parent code containing the relationships to the top level parent. each node
of the account tree supports up to 216,000 child domains. Maximum depth is 63 levels.
Exam with All Correct & 100% Verified Answers |Latest
Update| Already Graded A+
Requirements from workshops ✔Correct Answers--are initially documented as stories which
creates the product backlog
The product backlog is sorted into ✔Correct Answers--sprints
Three options for logging stories ✔Correct Answers--Centralized services portal, customer
production instance, stand-alone engagement instance
Normal Configuration ✔Correct Answers--Applies to customer that says the want the system as-is
Low Configuration ✔Correct Answers--Applies to customers that wants to make minor changes to
the base instance
Major Configuration ✔Correct Answers--Applies to any customer that wants to make significant
changes to the base instance (large employee populations, varied business units) with custom
integrations or language translations
Drastic Configuration ✔Correct Answers--Applies to any customer who suggests they would need
exorbitant changes. Often have huge employee population, complex org structures, custom
integrations or language translations.
Customer kickoff (Initiate phase) ✔Correct Answers--Should be done 2 weeks before workshops
begin, should be 2-4 hours in length
Releases are designed in the following ways ✔Correct Answers--Release 1: build the foundation,
organizational alignment, and knowledge
Release 2 and subsequent: Expand scopre and/or capability
Final implementation plans and phases are based on: ✔Correct Answers--Organizational and
servicenow platform maturity
Organization rate of reasonale change absorption
Management of change-related risk and business impact
CSM - ServiceNow system administrator ✔Correct Answers--Works to implement CSM in
ServiceNow
CSM - Customer Support Agent ✔Correct Answers--Users of the organization who provide
customer service and works on cases. Agents are organized into groups and skilled on specific
products
CSM - Tier 3 Customer Support Agent ✔Correct Answers--is a person whith comprehensive
knowledge of a skill or particular area
,CSM - Customer Support Agent Manager ✔Correct Answers--oversees operations in customer
service including service delivery, personnel management, and escalations
CSM - Customer Service Executive ✔Correct Answers--is a person responsible for the overall
customer service organization
Examine phase - functional requirements gathering ✔Correct Answers--Example questions:
What are the inputs and outputs; walk - through scenarios, use cases, or examples; Can you help me
understand what you are after - follow up questions; what is the business driver behind the
requirements; what problem are we trying to solve;
Examine phase - technical requirements gathering ✔Correct Answers--Is there already an existing
technical solution; is the solution scalable; how does this solution affect various users; is the solution
flexible; does this solution require changes to licensing; what other apps on the platform may be
impacted; will records in other applicaitons be created from CSM Cases;
Support Models ✔Correct Answers--Entitlement only; entitlement plus service contracts
Entitlement Only ✔Correct Answers--Support agents determine whether a customer is eligible for
support at teh account, product, or asset level
Use Entitlement Only if ✔Correct Answers--There's no need to manager your customers
entitlements as part of a service contract; do not have renewal process; are not purchased by your
customers, they are bundled with products (warranties)
Entitlement + Service Contracts ✔Correct Answers--Support agents determine whether a customer
is eligible for support based on their service contracts
Use Entitlement + Service Contracts if ✔Correct Answers--Entitlements are purchased and
managed separately from the products they cover and are part of a service contracts; your
customers entitlements are renewed at a contract level
CSM _ performance analytics ✔Correct Answers--requires a separate licensing model
CSM - Notify ✔Correct Answers--requires a separate licensing model
When does UAT (user acceptance testing) normally occur ✔Correct Answers--4-6 weeks before go-
live
Plugin: Customer Service Management for Orders ✔Correct Answers--com.snc.csm.order
Plugin: Customer Service Portal ✔Correct Answers--com.glide.service-portal.customer-portal
Plugin: Targeted Communications ✔Correct Answers--com.sn_publications
Plugin: Customer Service ✔Correct Answers--com.sn_customerservice
Application ✔Correct Answers--is a packaged set of configuration records that extend the platform
and add new applications or features
, Optional Plugin: Performance Analytics - Content pack - Customer Service (New) ✔Correct
Answers--com.snc.pa.customer_service
Options Plugin: CTI Softphone ✔Correct Answers--com.snc.cti - this plug brings in tentegration
between customer service and Twilio using Notify. Notify requires separate licensing. Twillio service
needs to be purchased separately.
Types of CSM Integrations ✔Correct Answers--Data Integrations; Case History; Knowledge Article;
Softphone Integration; Master data from CRM; Enterprise Resource Planning (ERP); SDLC; Computer
Telephony Interface; Store and partner integrations;
Integration process should cover (5) ✔Correct Answers--Integration approach (real time, batch,
hybrid)
Triggering event
Filters
Fields
How users will get notified in case of failure
Implementation Considerations - Data Migration ✔Correct Answers--Define legacy data
conversions (accounts, contacts, locations, assets, contracts)
Review legacy data nad remove obsolete, unused data
Tag imported data for future identification purpose
Focus on high value content; plan for appropriate resources time and efforts
Data Migration - common types of data ✔Correct Answers--Core Master Data
Cases
Attachments for Case and Knowledge records
Implementation Considerations
Data Migration - Core Master Data ✔Correct Answers--(acounts, contacts, users, produts, assets,
locations, groups)
Typically synched daily via integrations
Subsets of this data of the full data laready exist in the instance
Referenced by the Cases
Data Migration - Cases ✔Correct Answers--Record data
Related list data
reference table data
Data Migration - Attachments ✔Correct Answers--Use a scrip to upload and attach to case or KB
Large amounts of attachments directly affects storage impacts
Data Migrations - Implementation Considerations ✔Correct Answers--Define process to manage
data
How will new accounts, etc. get created
Who can update customer info
What fields can be updated
Account Paths ✔Correct Answers--listed in an account record; displays the syste-generated code.
Account path displays the parent code containing the relationships to the top level parent. each node
of the account tree supports up to 216,000 child domains. Maximum depth is 63 levels.
