Customer Service Management Questions with Correct Answers

Customer Service Management Questions with Correct Answers Which of the following challenges could occur when customizing the ITSM Application to meet CSM Requirements vs. implementing the CSM Application? Environments are more complex; Processes become cumbersome and innefficient What is the final state of a case? (always on exam) Closed Which of the following are correct regarding B2B and B2C? B2B (customer) - is where many individuals within a company are using a product; B2C (Consumer) - is one person who has purchased a product Which of the following is the main entity for CSM? Case Cases in these states can be proposed as a major case candidate: (verify) Any case can be proposed as a Major Case Candidate, except: Case in resolved/closed/cancelled sate; parent field is null Routing options for Advanced Work Assignment Agent Availability, skills, capacity the three roles that can specify both skills and mandatory skills for cases and tasks are: Customer Service Agent (sn_customerservice_agent) Customer Service Manager (sn_customerservice_manager) Consumer Agents (sn_mer_agent) The Customer Service Management Application uses the existing ServiceNow Asset application Agent Workspace provides an integrated and intuitive user experience CSM Application can be configured to work with the following portals in ServiceNow Customer Service Portal Consumer Service Portal Community Portal Knowledge Management The Escalation Requestor can be escalate both acounts and cases Special Handling notes can be applied to: Cases Accounts Contacts Product Models Assets They cannot be applied to Conracts! When does UAT testing usually happen? 4-6 weeks before go-live What is the final state of a case? Closed What can be customized in the Quick Setup tab of the Branding Editor? Portal Title What are the portals for CSM? Customer Service Potal (B2B) Consumer Service Portal (B2C) Omni Channel: Email Create Case from Email Update Case Accept/Reject Case Solution One of the biggest benefits business managers can define inbound email flows without having to depend on admins or developers to write complex scripts Inbound Email Flows can create new flow for creating and assigning cases Communication Channel: Virtual Agent -AI Processing - parses and recognizes words - NLU - natural language understanding - General Settings under collaboration = Enable NLU in Virtual Agent = NLU Service Provider: SN Who can activate the CSM Virtual Agent Conversation plugin? Only the sys_admin Case: Case Types case extends task case types extends case can create a hierarchy of case types Customer Central a centralized location where youc an see customer issues or zoom in on any customer activity - allows you to have a lot more OOB access Guided Decisions dynamically guide agents to resolve complex cases -decision tree -personas Assignment Workbench Matching Rules: -assignmen rules can e based on matching rules -this is detailed in the ebook, but hes' flying through it Agent Affinity -looks at historical information andcan look at team information - location can be important as well email flows use conditional logic to incorporate multiple business processes in one flow these email flows are available by defaults once customer serivce management plugin is activated -create case from email -update case using reply Customer Service Management uses the Email Accounts application to create and maintain email acounts the sys admin can create multiple incoming email addresses that customers can use to communicate with Custome Service Agents the Sys admin can also create one outgoing email address The Sys Admin can set these properties for the email communication channel: 1. establish one of the incoming email addresses to create a case automatically 2. enable a prefix to include in the subject line of an email to any of the incoming email addresses that automatically creates a case 3. create cases for customer who are not currently in the system Customers can create a new case by sending an email to a designated address customer can also create a new case for an existing product by sending an email to a designated address and including product name in the subject line if a channel configuration has been created customers can send an email to a designated address regardless of the information included in the subject line (specific product) After submitting a case, the customer recieves a confirmation email with the assigned case number and a link to that case form; when an agent updates the case, they recieve another email Email Channel: Multiple multiple incoming email accounts are supported, but only one outgoing email account is supported If the same email account is configured on multiple instances the outcome is unpredictable - make sure configured for only one instance Inbound Email Flows -create email-related business processes using inbound email flows -one an email is received on a specifc supprot email addresss - define rules to create cases - assign the cases to specific teams the execution of inbound email flows take a higher precedence than inbound actions (that is if an email flow executes, it prevents execution of inbound actions) the following example email flows are installed with the platform (not required for any CSM email processing rules) - handle email replies - logging a problem Multiple entr points for assistance 1. chat with support 2. email support 3. call support 4. self-help on service portal 5. virtual agent assistance on the Service Portal 6. Walk-up experience for customer service management These email flows are available by default once CSM plugin is activated 1. create case from email 2. update case using reply The SysAdmin can create email addresses the SysAdmin can create multiple incoming email addresses as well as one outgoing email address Once the incoming and outgoing email addresses are created, the SysAdmin can set these properties for the email communication channel: 1. establish one of the incoming email addresses to create a Case automatically 2. enable a prefix to include in the subject line of an email to any of the incoming email addresses that automatically creates a Case 3. Create Cases for customers who are not currently in the system The SysAdmin can also create a channel configuration to associate any of the incoming email addresses with specific products Customers can create a new case/case for a product by sending an email to a designated address; they can also specifiy product by including the product name in the email subject after submitting a case, the customer recieves a confirmation email with the assigned case number and a link to the Case form When an agent updates a case the customer receives an email with the details Multiple incoming email accounts are supported, but only one outgoing email account is supported Email Channel Examples 1. create case via email 2. update case 3. accept or reject case solution Email that updates case email subject starts with case number email that updates case via reply replying to an existing email updates the case directly email that accepts or rejects case solution reply email with subject or the first line of the content as 'accept' or 'reject', or the customer can click the Accept or Reject link in the email. If the Case is in Solution Proposed state: accept will close the case; reject will change state to open