Service now CSM fundamentals Prep Exam Questions And Answers All Correct.
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Module
CSM.
Institution
CSM.
What are the 5 goals of CSM - correct answer Make it easy for customers to engage
reduce case volume with self service
Monitor for issues and create cases automatic
assign tasks accross the enterprise
Prevent future calls by fixing issues
What 2...
What are the 5 goals of CSM - correct answer Make it easy for customers to
engage
reduce case volume with self service
Monitor for issues and create cases automatic
assign tasks accross the enterprise
Prevent future calls by fixing issues
What 2 components comprise CSM - correct answer Customer and partner
engagement
-drive action with self service
-provide proactive service
Service Management Workflows
-Resolve issues end to end
What does a customer use servicenow for? - correct answer Submit cases
search knowledge
use cummunity portal
What does the CSM department use serviceNow for? - correct answer to work
cases
provide assistance
answer enquiries
provide information
provide updates
What does leadership use CSM for? - correct answer Monitor progress
make strategic decsions for improvements on products and services
, What is included in CSM standard? - correct answer CSM
Field Service management
Service management
asset management
cost management
knowledge management
targeted communications
communities
What is Included in CSM Pro? - correct answer Everything in standard and:
Predictive intelligence
Virtual Agent
Performance Analytics
Proactive Customer Service Operations
Continual improvement
Customer Project management
How does CSM differ from ITSM? - correct answer CSM Focuses on external
customers
objective is to increase sales
increase customer satisfaction and retention
What is the unique identifier for the CSM scoped application? - correct answer
customerservice
What is the account table? - correct answer customer_account
extends core_company
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