What are benefits of me Conversation History feature? (Choose two.)

Shorter calls for agents by reducing the time to search for information

Improved customer satisfaction as agents can respond to and resolve customer issues faster

Shorter calls for agents by reducing the time to search for information

A customized admin chat toolbar with emojis for agents to use in chat messages

Improved customer satisfaction as agents can respond to and resolve customer issues faster

Better language management by flagging key words and alerting chat managers when agents use one or more of those words

What allows the implementation of phases and tasks to meet performance goals track progress and measure success?

Continual Improvement Management

Performance Analytics Spotlight

Continual Improvement Management

Which of the following is correct regarding the social med a channel?

Cases can be created automatically depending on which social channel is used

Cases cannot be created from any of the social channels

Cases are NOT created automatically from any of the social channels

Cases can be created automatically depending on which social channel is used

Cases are created automatically from all of the social channels

In ServiceNow's CSM Application, what is an interaction?

A request for assistance made through a chat, phone call, or walk-up

Any configuration item that has been made accessible to customers

A record that a Customer Service Agent uses to identify and resolve a question or an issue for an external customer

A binding agreement between two parties

A request for assistance made through a chat, phone call, or walk-up

________________ is a role for managing all of the cases in an account and any related child accounts.Options are :

Customer case manager [sn_customerservice.customer_case_manager]

Partner administrator [sn_customerservice.partner_admin]

Consumer [sn_customerservice.consumer]

Customer [sn_customerservice.customer]

Partner [sn_customerservice.partner]

Customer case manager [sn_customerservice.customer_case_manager]

Customer administrator [sn_customerservice.customer_admin]

Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)

Consumer User (csm_consumer-user)

Who can create a customer service case from a community discussion? (Choose two.)

Customer service agent (sn_customerservice_agent)

Proxy case creator (sn_customerservice.proxy_case_creator)

Customer service agent (sn_customerservice_agent)

Proxy case creator (sn_customerservice.proxy_case_creator)

Partner (sn_customerservice.partner)

Case Viewer (sn_customerservice.case_viewer)

The self-registration feature enables new customer contacts to submit registration requests from the customer portal. Which role is responsible for creating the unique registration code for each account?

Customer Service Manager (sn_customerservice_manager)

Service organization administrator (sn_customerservice.service_organization_admin)

Customer admin (sn_customerservice.customer_admin)

What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)

Knowledge and skills required for agents

Number and type of support tools available

Knowledge and skills required for agents

Geographical location of customer

Number and type of support tools available

Number of customer service portals used

What's the purpose of the Deactivate Special Handling Notes Scheduled Job?

Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates

Runs at the end of the month and deactivates all Special Handling notes more than 30 days old

Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by the end of the week

Runs on demand by the System Admin who must set specific weekly schedules and set only those that are priority 1-critical to be deactivated

Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates

What does the Agent Whisper function do?

Lets agents and chat supervisors have a conversation without the requester knowing

Lets the chat supervisors have a conversation with the requester without the agent knowing

Lets agents have chat conversations with other agents without the requester knowing

Lets agents and requesters have a conversation without the chat supervisor knowing

What are the conditions that matching rules are based on? (Choose two.)

Agent resources best suited to work on a case

Filters set up in advanced work assignment

Matching rules enhance assignment capability by ____________________.

Matching best agent by availability

Providing dynamic matching of cases to groups or individuals

Determining if account is a customer or partner

Predictive Intelligence improves Case management by:

Predicting Case values without manual intervention

Predicting what values should have gone into empty fields in historical records

Reducing the number of records needed to accurately predict a value

Predicting Case values without manual intervention

What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)

Define the Business Pain Points

Have a clear understanding of the use cases

Define the number of hours needed to develop the associated requirements

Implementation is only as good as the underlying process

Define the Business Pain Points

Provide consistent service to customers

Have a clear understanding of the use cases

Define the number of hours needed to develop the associated requirements

Implementation is only as good as the underlying process

What should be emphasized when designing solutions? (Choose three.)

Focus Out-of-the-box functionality

What role does the Engagement Manager play before the Workshop? (Choose two.)

Assists with technical requirements

Provides answers to technical problems

Assists with technical requirements

What should be part of the pre-engagement collateral?

Customer Service roles template

Frequently Asked Questions (FAQ)

Customer Service roles template

Stock Keeping Unit (SKU) and pricing sheet

Articles can provide the following: (Choose three.)

Document current and known issues

Provide answers and responses to common issues or questions

Document current and known issues

Provide answers and responses to common issues or questions

Information about customer's service contract

ServiceNow CIS-CSM Practice Test 1 - Free Online Exam Prep & Questions

What is the purpose of the Guided Decisions capability?

Provide agents with an escalation guide

Guide agents through account management

Dynamically guide agents to help resolve complex cases

Provide agents with a knowledge guide

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ServiceNow CIS-CSM Practice Test 1

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ServiceNow CIS-CSM Practice Tests

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