Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?
_____________________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.
Options are :
Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?
What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?
What allows the implementation of phases and tasks to meet performance goals track progress and measure success?
What functionality is required to automatically close resolved cases if customers do not respond within a specified time?
Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)
Depending on which CSM workspace you are operating within, certain steps can be applied to configure the form header. Which of the following is correct regarding form headers in the CSM Configurable workspace?
Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :
Which feature provides easy-to-configure integrations between the Now Platform and third-party Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) tools or platforms?
Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
Options are :
The default configuration automatically closes resolved Cases after how many days?
The CSM application has a feature that can be used to filter records in CSM-related tables which are accessible by users with CSM roles. This feature makes it unnecessary to create business logic for those persona access the data. What is this feature?
Which roles are responsible for maintaining account team membership? (Choose two.)
Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?
Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)
Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?
A contact can submit a self-registration request from the customer portal with a registration code. Which of the following roles can approve the request? (Choose three.)
Depending on the CSM application configurations, cases can be assigned to agents manually or by using auto-assignment. Which routing and assignment features leverage matching rules? (Choose two.)
By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)
Which feature sends an email notification containing a list of relevant knowledge articles to the case submitter and watchlist users associated with the case whenever a case is created?
External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals. What can they approve in relation to cases via the portals?
What role can be assigned to employees who are not fulfillers, such as those in sales and services, or do not have other CSM-specific roles, but have a need to create cases on behalf of customers?
What are the recommended good practices when running implementation workshops?
Choose 3 answers
What is a limitation regarding synchronization between a case and its associated work order?
________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :
What is a supported external customer that, in turn, sells to and supports one or more customers?
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
Options are :
What is required to enable the Follow the sun field on the Customer Service Case form?
Which of the following are true regarding the Community Portal application? (Choose two.)
Which of the following is a required field in the Resolution Information tad in order to close a case?
Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?
Once a major case candidate is approved a major case is created. What then happens to the customer case?
What criteria can be used to determine when a new inbound case should be opened?
What is the specific type of catalog item called that allows users to create any type of task, such as cases, from the Service Catalog?
A customer service manager would like to limit the reading and creation of knowledge articles within a specific Knowledge Base to the Customer Support group only. Which features should be used to accomplish this? (Choose two.)
In the Customer Service Management space, what does the term asset management mean?
How are ServiceNow’s out-of-the-box Customer Service Management applications packaged? (Choose two.)
Service providers use business models to support their various customers. What type of customer is supported with the Business-to-Consumer (B2C) model?
ACME corporation wants to use ServiceNow CSM for supporting their customers through Twitter. What CSM entity would you recommend ACME to store the customer’s Twitter profile details?
An Account Relationship is based on a defined account relationship type. Users with the System Administrator role can define two types of relationships:
Choose 2 answers
Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident. Problem and Change forms. What do you recommend to your customer?
When configuring email in Communication Channels, how many outgoing email addresses are supported?
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TESTED 23 Nov 2024
