ServiceNow CIS - CSM (Customer Service Management) Questions and Answers 100%Solved
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Certified Scrum Master
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Certified Scrum Master
ServiceNow CIS - CSM (Customer Service Management) Questions and Answers 100%Solved
Requirements from workshops
are initially documented as stories which creates the product backlog
The product backlog is sorted into
sprints
Three options for logging stories
Centralized services p...
requirements from workshops are initially document
three options for logging stories centralized serv
major configuration applies to any customer that
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ServiceNow CIS - CSM (Customer
Service Management) Questions and
Answers 100%Solved
Requirements from workshops - answer are initially documented as stories which
creates the product backlog
The product backlog is sorted into - answer sprints
Three options for logging stories - answer Centralized services portal, customer
production instance, stand-alone engagement instance
Normal Configuration - answer Applies to customer that says the want the system as-is
Low Configuration - answer Applies to customers that wants to make minor changes to
the base instance
Major Configuration - answer Applies to any customer that wants to make significant
changes to the base instance (large employee populations, varied business units) with
custom integrations or language translations
Drastic Configuration - answerApplies to any customer who suggests they would need
exorbitant changes. Often have huge employee population, complex org structures,
custom integrations or language translations.
Customer kickoff (Initiate phase) - answerShould be done 2 weeks before workshops
begin, should be 2-4 hours in length
Releases are designed in the following ways - answerRelease 1: build the foundation,
organizational alignment, and knowledge
Release 2 and subsequent: Expand scopre and/or capability
Final implementation plans and phases are based on: - answerOrganizational and
servicenow platform maturity
Organization rate of reasonale change absorption
Management of change-related risk and business impact
CSM - ServiceNow system administrator - answerWorks to implement CSM in
ServiceNow
,CSM - Customer Support Agent - answerUsers of the organization who provide
customer service and works on cases. Agents are organized into groups and skilled on
specific products
CSM - Tier 3 Customer Support Agent - answeris a person whith comprehensive
knowledge of a skill or particular area
CSM - Customer Support Agent Manager - answeroversees operations in customer
service including service delivery, personnel management, and escalations
CSM - Customer Service Executive - answeris a person responsible for the overall
customer service organization
Examine phase - functional requirements gathering - answerExample questions:
What are the inputs and outputs; walk - through scenarios, use cases, or examples;
Can you help me understand what you are after - follow up questions; what is the
business driver behind the requirements; what problem are we trying to solve;
Examine phase - technical requirements gathering - answerIs there already an existing
technical solution; is the solution scalable; how does this solution affect various users; is
the solution flexible; does this solution require changes to licensing; what other apps on
the platform may be impacted; will records in other applicaitons be created from CSM
Cases;
Support Models - answerEntitlement only; entitlement plus service contracts
Entitlement Only - answerSupport agents determine whether a customer is eligible for
support at teh account, product, or asset level
Use Entitlement Only if - answerThere's no need to manager your customers
entitlements as part of a service contract; do not have renewal process; are not
purchased by your customers, they are bundled with products (warranties)
Entitlement + Service Contracts - answerSupport agents determine whether a customer
is eligible for support based on their service contracts
Use Entitlement + Service Contracts if - answerEntitlements are purchased and
managed separately from the products they cover and are part of a service contracts;
your customers entitlements are renewed at a contract level
CSM _ performance analytics - answerrequires a separate licensing model
CSM - Notify - answerrequires a separate licensing model
When does UAT (user acceptance testing) normally occur - answer4-6 weeks before
go-live
, Plugin: Customer Service Management for Orders - answercom.snc.csm.order
Plugin: Customer Service Portal - answercom.glide.service-portal.customer-portal
Options Plugin: CTI Softphone - answercom.snc.cti - this plug brings in tentegration
between customer service and Twilio using Notify. Notify requires separate licensing.
Twillio service needs to be purchased separately.
Types of CSM Integrations - answerData Integrations; Case History; Knowledge Article;
Softphone Integration; Master data from CRM; Enterprise Resource Planning (ERP);
SDLC; Computer Telephony Interface; Store and partner integrations;
Integration process should cover (5) - answerIntegration approach (real time, batch,
hybrid)
Triggering event
Filters
Fields
How users will get notified in case of failure
Implementation Considerations - Data Migration - answerDefine legacy data
conversions (accounts, contacts, locations, assets, contracts)
Review legacy data nad remove obsolete, unused data
Tag imported data for future identification purpose
Focus on high value content; plan for appropriate resources time and efforts
Data Migration - common types of data - answerCore Master Data
Cases
Attachments for Case and Knowledge records
Implementation Considerations
Data Migration - Core Master Data - answer(acounts, contacts, users, produts, assets,
locations, groups)
Typically synched daily via integrations
Subsets of this data of the full data laready exist in the instance
Referenced by the Cases
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