Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)

How can multiple service catalogs be made available on the Customer Service Portal?

Based on which out-of-box attributes can Special handling Notes be applied to cases? (Choose three.)

Which of the following roles can update a consumer's record? (Choose two.)

Once a major case candidate is approved a major case is created. What then happens to the customer case?

Which ServiceNow applications can be integrated out-of-the-box with CSM? (Choose three.)

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?

What does the Agent Whisper function do?

Which of the following is a condition for matching rules?

From which one of the following can an agent create a CSM Case:

What does NLU stand for?

Agents and managers cannot create knowledge articles from Community questions.

An entitlement defines the types of support a customer receives. Entitlements are based on a number of standard fields such as product and asset. When Proactive Customer Service Operations is implemented which additional fields could be used? (Choose two.)

The case digests feature includes which types of case communication? (Choose two.)

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?

Advance Work Assignment assigns work to agents based on their availability, capacity, and skills. Agent Affinity enhances the Advanced Work Assignment process by adding additional agent details organized by affinity type. Which of these are these affinity types? (Choose three.)

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?

What module is used to create Case Record Producers?

With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer

How many outbound email accounts are supported in Customer Service Management?

Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?

What feature does the Product Model and Catalog Items Relationship plugin enable?

The available case types are: (Choose two.)

Viewing a customer’s install base in the CSM Workspaces enables customer service agents to: (Choose two.)

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

Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?

Playbooks for CSM provide step-by-step guidance for resolving specific types of customer service cases. What are the three out-of-the-box playbooks for CSM? (Choose three.)

What is the specific type of catalog item called that allows users to create task-based records,such as case records, from the Service Catalog?

What is KCS (Knowledge Centered Services)?

Which application must be activated to enable customers to check in on-line for future appointments?

In the ’Action Status' column on a case list what could a red indicator dot mean? (Choose two.)

What are the types of units used to measure entitlements? (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?

Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

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

What is a supported external customer that, in turn, sells to and supports one or more customers?

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?

Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?

Matching rules enhance assignment capability by ____________________.

Partner admin (sn_customerservice.partner_admin) contacts have access to data of both their partner accounts and customer accounts.

Entitlements specify the level of service provided to customers.

Which of the following roles cannot update a consumer’s record?

Out-of-the-box. cases are automatically closed after how many days?

From what places in SN can an agent create a case? (Choose three.)

An Account Relationship is based on a defined account relationship type. Users with the System Administrator role can define two types of relationships: (Choose two.)

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

Which of the following roles have permission to create a relationship between a contact and an account? (Choose two.)

Major Issue Management uses which one of the following capabilities?

What types of escalation templates can be created? (Choose two.)

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?

Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? (Choose three.)

The default configuration automatically closes resolved Cases after how many days?

Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?

What action is required to enable agents to create an incident record for a case?

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

The Configuration items (CIs) are entities that capture individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. Which of the following statements is correct for CIs and assets?

What is a household entity?

Regarding Account Teams, what is the purpose of marking a role as 'unique'?

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.)

Benefits of Proactive Customer Service Operations include: (Choose two.)

What is the purpose of the Guided Decisions capability?

In CSM Asset Management has a different meaning than in ITSM or Corporate Finance. Which of the following defines Asset Management in CSM?

In Agent Workspace Chat, Agents have the ability to use quick actions to work more efficiently. What action does the the quick action perform?

In the Customer Service Management space, what does the term asset management mean?

Special Handling Notes can apply to which one of the following based on specific attributes?

When configuring email in Communication Channels, how many outgoing email addresses are supported?

Which of the following are channels? (Choose two.)

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

Which of the following are benefits that may be gained from using communities? (Choose three.)

Which role must B2B and B2C customers obtain, at a MINIMUM, to access to a ServiceNow instance?

The assignment workbench uses configurable matching criteria to evaluate agents in a selected group and provide an overall ranking. What are the different types of criteria available for the assignment workbench? (Choose three.)

Which of the following are correct for parent/child synchronization? (Choose two.)

Customer Service Management Administrators can delegate Contact Administration activities to specific contacts within accounts by assigning specific roles to one or more users. Which of the following roles, if assigned, would allow the user to create contacts?

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

What criteria can be used to determine when a new inbound case should be opened?

Asset classes are defined to allow for logical grouping of assets. There are five asset classes provided to group assets, each Asset class provides unique functionality for that group of Assets in the platform. Which of the following are the asset classes used? (Choose five.)

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

What action can be performed by a Partner Admin (sn_customerservice.partner_admin) and NOT by a Partner (sn_customerservice partner) in the Customer Service Portal?

What is required to enable the Follow the sun field on the Customer Service Case form?