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What can a person assigned with the customer role access on the customer service portal by default? (Choose three.)
After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?
Read the use case below to determine if the customer service relationship is B2B or B2C.
Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage
is local to the customer and scheduled a technician to Mary’s house.
What feature does the Product Model and Catalog Items Relationship plugin enable?
Proactive Customer Service Operations works Event Management to proactively monitor and fix issues affecting customers. It can also trigger case workflow’s and enable organizations to notify customers whose services or products are impacted by an outage or issue. What are the three main components that make up Proactive Customer Service Operations? (Choose three.)
Once a major case candidate is approved a major case is created. What then happens to the customer case?
To which recipient types can targeted communications (publications) be sent? (Choose two.)
What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :
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.)
Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can:
Options are :
If the CSM Demo Data Plugin has been installed what are two options either of which will prepare that instance
to be used as part of the release path to production? (Choose two.)
Which data model should be employed to track a household where a group of consumers share a common address?
When the virtual agent plugin is installed NLU is activated but is not available for use until what two configurations are completed?
Choose 2 answers
Which of the following are benefits of customer access management? (Choose two.)
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)
Customer service personnel who are allocated the customer service agent (sn_customerservice_agent) role are responsible for which of the following tasks? (Choose four.)
In the Customer Service Management space, what does the term asset management mean?
Which of the following statements is correct with regards to partners vs. third-parties in ServiceNow's CSM application?
Choose 2 answers
Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)
When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?
For security purposes certain roles cannot be assigned to a group or individual at the same time. Which of me following two roles would be restricted?
________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :
When integrating Customer Service Management with IT Service management what separate action is required for Request Management?
Out-of-box, which functionality handles state transitioning for case management?
What is the most efficient way to get cases to be dosed automatically after a few days?
Which aspect of an install base item helps document the details of products installed at a customer location?
Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance?
Choose 2 answers
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.)
Which of the following best describes how the CSM application uses the Asset table?
_____________________ 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 :
On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)
With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?
Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)
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?
What are common types of application record data that are imported during a CSM data migration? (Choose
two.)
Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?
In case management. Parent Child Synchronization allows for which of the following:
What is required to enable the Follow the sun field on the Customer Service Case form?
Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
Options are :
Which of the following are true regarding the Community Portal application? (Choose two.)
What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?
Using the out-of-the-box major issue management process flow, a consumer service agent proposes an existing case in the Open state as a major case candidate. The major case candidate has a consumer defined and is approved by the customer service manager What happens to the major case candidate?
In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
Based on which out-of-box attributes can Special Handling Notes be applied to cases?
Choose 3 answers
What are the ways the Customer Portal Locale feature can be used?
Choose 2 answers
TESTED 04 Jul 2025
