ServiceNow Customer Service Management (CSM) Questions and Answers 100% Accurate
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Certified Scrum Master
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Certified Scrum Master
ServiceNow Customer Service Management (CSM) Questions and Answers 100% Accurate
Resolution Shaper
Timeline above case record
What does the blue circle represent on the Resolution Shaper?
A state Change
What does a ticket / line represent on the resolution shaper?
Any activity oth...
what does the blue circle represent on the resolut
what does a ticket line represent on the resolut
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ServiceNow Customer Service
Management (CSM) Questions and
Answers 100% Accurate
Resolution Shaper - answer Timeline above case record
What does the blue circle represent on the Resolution Shaper? - answer A state
Change
What does a ticket / line represent on the resolution shaper? - answer Any activity other
than state change
What is the difference between a customer / agent update on the resolution shaper? -
answer Agents are above; Customer are below
What are the types of Cases in CSM? - answer Product; Order
An Agent Can create case from where in Customer Service Application? - answer Any
associated Entities (account, contract, entitlements, assets, etc..) or from a customer
chat session
CSM is linked to which internal processes? - answerProblem Management; Change
Management; Field Service Management; Asset Management; Configuration
Management
What is a product in CSM? - answerA good or a service that a company sells and
supports for their customers
What is an Asset in CSM? - answerA specific product instance which is purchased /
subscribed by a customer
The Asset Management Application is activated when? - answerwhen CSM is installed
What is a Model Category? - answerExample: Refrigerator
What is a Product Model? - answer(In refrigerator example) Large Commercial; Fridge
model 123
How are Assets labelled? - answerSerial Number 123 (the asset owned by the client)
, Accounts / Patners are linked to the following entities: - answerEntitlements; Products;
Contacts / Consumers; Contracts; Assets
What table does Account extend from? - answerCore_compnay
Partner account contacts with the partner role or partner admin can: - answercreate and
manage cases for the customer accounts.
What are the types of units for Entitlements? - answerCases; Hours
When does the Entitlement counter calculate? - answerif the per unit field is enabled
and are updated whenever a case with an associated entitlement is closed
Where is ServiceNow Communities? - answerOnly available with CSM
What is openframe? - answerOpenFrame provides a communication frame that
customer service agents use to place and receive customer calls.
Communication partners can use OpenFrame to: - answerintegrate telephony systems
into the Now Platform. The OpenFrame API can be used to communicate between the
Now Platform and the domain opened in the OpenFrame window.
Which openframe configuration will the user access if multiple are assigned? -
answerThe openframe with the lowest order
Where is the engagement governed? - answerCentralized - Servicde Portal;
Engagement Instance; Customer Production Instance
What are the configuration Complexities? - answerNominal Configuration (Timeline 10
weeks) Customer wants the system as-is, no custom integrations or language
translations
Low Configuration (Timeline 14 weeks) Customer wants minor changes to the base
instance, rarely custom integrations or language translations
Major Configuration (Timeline 18 weeks) customer wants significant changes to the
base instance, Global customer with multiple Business Units, Customer may need
integration or language translations
Drastic Configuration (Timeline 28 weeks) Customer suggests they need exorbitant
changes to the base instance, huge employee population with complex organizational
structure, (global), Customer will require customer integrations or language translations
What is the recommended guide use for requirements gathering? - answerScoping
Guide
Where can the Business Process and Scoping Guide be found? - answerPartner Portal
> Enablement Page
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