Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

Which of the following are best practice with regard to data imports? (Choose two.)

What are some benefits that Knowledge Product Entitlement provide? (Choose three.)

Which of the following best describes how the CSM application uses the Asset table?

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

Which of the following are true regarding the Community Portal application? (Choose two.)

Which of the following are benefits of customer access management? (Choose two.)

What are the types of matching criteria for Customer Service? (Choose four.)

In Advanced Work Assignment, what does the overflow assignment capability do, if defined?

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

When creating or importing assets for CSM, model categories are used to: (Choose three.)

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

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

By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)

External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals. Which of the following can they approve in relation to cases via the portals?

Which knowledge records can be configured with User Criteria?

What is knowledge article versioning?

Why does the implementation team need to deliver core functionality to the customer as quickly as possible?

Which social media channels are NOT available out-of-box?

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

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

What is a case?

Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?

Application Scoping from a security perspective brings the following benefits: (Choose two.)

If only one user reports a content for moderation, the content will be hidden.

When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?

What are features of Customer Service Management? (Choose four.)

What are the Forum User Types? (Choose three.)

During which Now Create stage are workshops conducted?

The Customer Support Portal default configuration provides the following channels to interact with customers? (Choose two.)

What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?

Which one is NOT a dependency for the Customer Service Plugin?

Which roles are considered external? (Choose two.)

Which of the following are true regarding integrating a ServiceNow Knowledge base with external content? (Choose two.)

Access to a Knowledge base or Article can be restricted based on a customer’s assets and the product models using which of the following? (Choose two.)

To which entities can Special Handling Notes be applied OOB

Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)

Out-of-box, which functionality handles state transitioning for case management?

Information in the Case Field ‘Contact’ is copied to which Incident Field?

Now Create provides a prescriptive methodology, leading practices, and accelerators to help with ServiceNow implementations and upgrades. How many sequential project phases and exit gates are there in the Now Create Methodology?

When are any changes to the platform considered a customization?

What are common types of application record data that are imported during a CSM data migration? (Choose two.)

What should be part of the pre-engagement collateral?

Partner admin contacts have access to the data of both their partner accounts and customer accounts.

Which of the following child case states would cause parent - child case synchronization to fail? (Choose three.)

What features are included with the Customer Service Portal? (Choose three.)

What are the recommended good practices when running implementation workshops? (Choose three.)

Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?

Which are the key self-service functions of the Customer Support Portal? (Choose three.)

What is the purpose of a Catalog Item variable?

What one of the following is optional when creating a Catalog workflow?

Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)

What are the advantages of leading indicators over lagging indicators? (Choose two.)

External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:

From a security perspective, scoping brings several benefits: (Choose two.)

In the Customer Service Management space what defines the term asset?

As an agent you can report a knowledge gap, if you cannot find relevant articles that could help resolve a case. Which action is required to create the knowledge gap?

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?

From a service provider’s perspective, is the following a product or an asset? A cable modem model that the service provider sells

Predictive Intelligence improves Case management by:

What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?

Information about a customer’s service contract is found in Knowledge.

Customer Service Trending Topics is a capability that enables companies to use Predictive Intelligence to quickly pinpoint factors driving up case volume and act to mitigate them. Which of the following would be a benefit of using Predictive Intelligence Customer Service Trending Topics?

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?

Name a security benefit gained from using scoped applications:

What are the characteristics of Knowledge Categories?

When the virtual agent plugin is installed NLU is activated but is not available for use until what two configurations are completed? (Choose two.)

What is required to synchronize fields from a parent to a child case(s)?

When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?

What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?

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.)

The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.

Articles can provide the following: (Choose three.)

What are the different resource matching methods on the Matching Rule form? (Choose four.)

Service providers use business models to support their various customers. What type of customer is supported with the Business-to-Consumer (B2C) model?

How many active OpenFrame configurations can you have on an instance?

Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?