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Which social media channels are NOT available out-of-box?
What do blue circles in the timeline of a case form represent?
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.)
In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)
_____________________ 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 :
A consumer service agent receives and accepts a case which was created by a consumer. The agent needs and requests more information from the consumer. After receiving the information, the agent proposes a solution that is accepted by the consumer Given this scenario, what is the chronological order of case states used to manage this case?
How many outbound email accounts are supported in Customer Service Management?
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
What should be part of the pre-engagement collateral?
In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?

Question 31

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Predictive Intelligence improves Case management by:

A.
Predicting what values should have gone into empty fields in historical records
A.
Predicting what values should have gone into empty fields in historical records
Answers
B.
Reducing the number of records needed to accurately predict a value
B.
Reducing the number of records needed to accurately predict a value
Answers
C.
Replacing legacy routing rules
C.
Replacing legacy routing rules
Answers
D.
Predicting Case values without manual intervention
D.
Predicting Case values without manual intervention
Answers
Suggested answer: D

Question 32

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Which of the following is a condition for matching rules?

A.
Agent domain
A.
Agent domain
Answers
B.
Assignment
B.
Assignment
Answers
C.
Switching
C.
Switching
Answers
D.
Specific case attributes
D.
Specific case attributes
Answers
Suggested answer: D

Explanation:

customer-service-management/concept/case-assignment-matching-rules.html

Question 33

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What do blue circles in the timeline of a case form represent?

A.
Note
A.
Note
Answers
B.
State
B.
State
Answers
C.
Activity
C.
Activity
Answers
D.
Comment
D.
Comment
Answers
Suggested answer: B

Explanation:

customer-service-management/reference/r_CustomerServiceCaseTimeline.html

Question 34

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Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

A.
Case Escalation
A.
Case Escalation
Answers
B.
Case State
B.
Case State
Answers
C.
Case Categorization
C.
Case Categorization
Answers
D.
Case Prioritization
D.
Case Prioritization
Answers
Suggested answer: C, D

Question 35

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Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)

A.
Apply Role by Customer
A.
Apply Role by Customer
Answers
B.
Auto Assessment
B.
Auto Assessment
Answers
C.
Change Update to Close
C.
Change Update to Close
Answers
D.
Update Case Entitlement
D.
Update Case Entitlement
Answers
Suggested answer: B, D

Explanation:

Source: https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/reference/r_BRIWCustomerService.html

Question 36

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

A.
Define the Business Pain Points
A.
Define the Business Pain Points
Answers
B.
Provide consistent service to customers
B.
Provide consistent service to customers
Answers
C.
Have a clear understanding of the use cases
C.
Have a clear understanding of the use cases
Answers
D.
Define the number of hours needed to develop the associated requirements
D.
Define the number of hours needed to develop the associated requirements
Answers
E.
Implementation is only as good as the underlying process
E.
Implementation is only as good as the underlying process
Answers
Suggested answer: A, C, D, E

Question 37

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

A.
Minimize customizations
A.
Minimize customizations
Answers
B.
Focus Out-of-the-box functionality
B.
Focus Out-of-the-box functionality
Answers
C.
Design for Scalability
C.
Design for Scalability
Answers
D.
Mobile friendly functionality
D.
Mobile friendly functionality
Answers
Suggested answer: B, C, D

Question 38

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

A.
Project Manager
A.
Project Manager
Answers
B.
Acts as intermediary
B.
Acts as intermediary
Answers
C.
Provides answers to technical problems
C.
Provides answers to technical problems
Answers
D.
Assists with technical requirements
D.
Assists with technical requirements
Answers
Suggested answer: A, D

Question 39

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What should be part of the pre-engagement collateral?

A.
Frequently Asked Questions (FAQ)
A.
Frequently Asked Questions (FAQ)
Answers
B.
Scoping Guide
B.
Scoping Guide
Answers
C.
Customer Service roles template
C.
Customer Service roles template
Answers
D.
Stock Keeping Unit (SKU) and pricing sheet
D.
Stock Keeping Unit (SKU) and pricing sheet
Answers
Suggested answer: C

Question 40

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Articles can provide the following: (Choose three.)

A.
Document current and known issues
A.
Document current and known issues
Answers
B.
Provide answers and responses to common issues or questions
B.
Provide answers and responses to common issues or questions
Answers
C.
Information about customer's service contract
C.
Information about customer's service contract
Answers
D.
Share product information
D.
Share product information
Answers
Suggested answer: A, B, D
Total 239 questions
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