Customer Service Management Questions with Correct Answers
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Certified Scrum Master
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Certified Scrum Master
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 ...
customer service management questions with correct
which of the following challenges could occur when
what is the final state of a case always on exam
which of the following are correct regarding b2b
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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? - answer
Environments are more complex; Processes become cumbersome and inefficient
What is the final state of a case? (always on exam) - answer Closed
Which of the following are correct regarding B2B and B2C? - answerB2B (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? - answer Case
Cases in these states can be proposed as a major case candidate: (verify) - answer 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 - answer Agent Availability, skills,
capacity
the three roles that can specify both skills and mandatory skills for cases and tasks are:
- answerCustomer Service Agent (sn_customerservice_agent)
Customer Service Manager (sn_customerservice_manager)
Consumer Agents (sn_customerservice.consumer_agent)
The Customer Service Management Application uses - answerthe existing ServiceNow
Asset application
Agent Workspace provides - answeran integrated and intuitive user experience
CSM Application can be configured to work with the following portals in ServiceNow -
answerCustomer Service Portal
Consumer Service Portal
Community Portal
Knowledge Management
The Escalation Requestor can be escalate - answerboth acounts and cases
Special Handling notes can be applied to: - answerCases
,Accounts
Contacts
Product Models
Assets
They cannot be applied to Conracts!
When does UAT testing usually happen? - answer4-6 weeks before go-live
What is the final state of a case? - answerClosed
What can be customized in the Quick Setup tab of the Branding Editor? - answerPortal
Title
What are the portals for CSM? - answerCustomer Service Potal (B2B)
Consumer Service Portal (B2C)
Omni Channel: Email - answerCreate Case from Email
Update Case
Accept/Reject Case Solution
One of the biggest benefits - answerbusiness managers can define inbound email flows
without having to depend on admins or developers to write complex scripts
Inbound Email Flows - answercan create new flow for creating and assigning cases
Communication Channel: Virtual Agent - answer-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? - answerOnly the
sys_admin
Case: Case Types - answercase extends task
case types extends case
can create a hierarchy of case types
Customer Central - answera 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 - answerdynamically guide agents to resolve complex cases
-decision tree
-personas
, Assignment Workbench - answerMatching Rules:
-assignmen rules can e based on matching rules
-this is detailed in the ebook, but hes' flying through it
Agent Affinity - answer-looks at historical information andcan look at team information
- location can be important as well
email flows use - answerconditional logic to incorporate multiple business processes in
one flow
these email flows are available by defaults once customer serivce management plugin
is activated - answer-create case from email
-update case using reply
Customer Service Management uses the Email Accounts application to - answercreate
and maintain email acounts
the sys admin can create - answermultiple incoming email addresses that customers
can use to communicate with Custome Service Agents
the Sys admin can also create - answerone outgoing email address
The Sys Admin can set these properties for the email communication channel: -
answer1. 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 - answerto a designated
address
customer can also create a new case for an existing product - answerby sending an
email to a designated address and including product name in the subject line
if a channel configuration has been created - answercustomers 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 - answera 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 - answermultiple incoming email accounts are supported, but
only one outgoing email account is supported
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