CSM Exam Dump Questions and Answers Latest Updated 2025
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CSM Exam Dump Questions and Answers Latest Updated 2025
What should be part of the pre-engagement collateral?
Customer Service Roles template
In advanced work assignment, what does the overflow assignment capability do, if defined?
When one support group reaches capacity the work item is ...
csm exam dump questions and answers latest updated
what should be part of the pre engagement collater
in advanced work assignment what does the overflo
a consumer service agent receives and accepts a
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CSM Exam Dump Questions and
Answers Latest Updated 2025
What should be part of the pre-engagement collateral? - answer Customer Service
Roles template
In advanced work assignment, what does the overflow assignment capability do, if
defined? - answer When one support group reaches capacity the work item is
automatically routed to another group
A consumer service agent receives and accepts a case which was created by a
consumer. The agent needs and requests more information from the consumer.
After receiving the information, the agent proposes a solution that is accepted by the
consumer. Given this scenario, what is the chronological order of case
states used to manage this case? - answer New > Open > Awaiting Info > Open >
Resolved > Closed
Cost Information on cases is available as part of the Performance Analytics Content
Pack for Customer Service - answer True
When the virtual agent plugin is installed NLU is activated but is not available for use
until what two configurations are completed? - answerIn the NLU Settings configure the
Intent confidence threshold
Enable NLU in Virtual Agent
Which of the following are true regarding the Community Portal application? - answerIt
is available to any customer with a Community license
It is only available to CSM license holders
An entitlement defines the types of support a customer receives. Entitlements are based
on a number of standard fields such as product and asset. When Proactive Customer
Service Operations is implemented which additional fields could be used? -
answerBusiness Service
Install base item
Who can create a customer service case from a community discussion? -
answerCustomer service agent (sn_customerservice_agent)
Partner (sn_customerservice.partner)
What are the conditions that matching rules are based on? - answerAgent resources
best suited to work on a case
Specific case attributes
, Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive
Intelligence supports which of the following decisions? - answerCase Categorization
Case Prioritization
Information about a customer's service contract is found in Knowledge - answerFalse
What is the specific type of catalog item called that allows users to create task-based
records, such as case records, from the Service Catalog? - answerRecord Producer
How can multiple service catalogs be made available on the Customer Service Portal? -
answerInclude them in the list of service catalogs on the Customer Service Portal
record
From a service provider's perspective, is the following a product or an asset?
A cable modem model that the service provider sells. - answerProduct
The default configuration automatically closes resolved Cases after how many days? -
answer10 days
What should be emphasized when designing solutions? - answerFocus Out-of-the-box
functionality
Design for Scalability
Mobile friendly functionality
ACME corporation wants to use ServiceNow CSM for supporting their customers
through Twitter. What CSM entity would you recommend ACME to store the
customer's Twitter profile details? - answerSocial Profile
The assignment workbench uses configurable matching criteria to evaluate agents in a
selected group and provide an overall ranking. What are the different
types of criteria available for the assignment workbench? - answerScripted
Simple Match
Aggregate
How many active OpenFrame configurations can you have on an instance? -
answerUnlimited
Partner admin contacts have access to the data of both their partner accounts and
customer accounts. - answerTrue
During which Now Create stage are workshops conducted? - answerPlan
What are some benefits that Knowledge Product Entitlement provide? - answerReduces
call volume
Makes it easier for Agents to manage case volume
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