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CSM Udemy Questions with Solutions
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CSM Udemy Questions with Solutions Proactive Customer Service Operations works Event Management to proactively monitor and fix issues affecting customers. It can also trigger case workflow's and enable organisations to notify customers whose services or products are impacted by an outage or issue....

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  • January 2, 2025
  • 20
  • 2024/2025
  • Exam (elaborations)
  • Questions & answers

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  • csm udemy questions with solutions
  • proactive customer service operations works event
  • when activating the customer service management de
  • playbooks for csm provide step by step guidance fo

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  • Certified Scrum Master
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CSM Udemy Questions with Solutions

Proactive Customer Service Operations works Event Management to proactively
monitor and fix issues affecting customers. It can also trigger case workflow's and
enable organizations to notify customers whose services or products are impacted by
an outage or issue.

What are the three main components that make up Proactive Customer Service
Operations? (Choose three) - answer Service-Aware Install Base

Service Monitoring

Proactive Case

When activating the Customer Service Management Demo Data plugin, which case
type is available besides product case? - answer Order

Playbooks for CSM provide step-by-step guidance for resolving specific types of
customer service cases. What are the three out-of-the-box playbooks for CSM?
(Choose three)

Case playbook for Services

Case playbook for Billing

Case playbook for Complaints

Case playbook for Product Support

Case playbook for Onboarding - answerCase Playbook for Product Support

Case Playbook for Onboarding

Case Playbook for Complaints

In Agent Workspace Chat, Agents have the ability to use quick actions to work more
efficiently. What action does the /r quick action perform? - answerUses Response
Templates to insert as text in a conversation

If the CSM Demo Data Plugin has been installed what are two options either of which
will prepare that instance to be used as part of the release path to production? -
answerClone back to this instance from a valid instance

,Remove the Demo Data via a HI Request

Which of the following best describes how the CSM application uses the Asset table? -
answerServiceNow uses the same Asset table for both CSM and ITSM, however CSM
has a different subset of fields

What feature does the Product Model and Catalog Items Relationship plugin enable? -
answerIt provides a contextual service catalog based on the customer's subscribed
services

Which social media channels are NOT available out-of-box - answerLinkedin

Which role must B2B and B2C customers obtain, at a MINIMUM, to access to a
ServiceNow instance? - answerExternal (snc_external)

What types of escalation templates can be created? (Choose two) - answerAccount

Case

What role does the Engagement Manager play before the Workshop? (Choose two) -
answerProject Manager

Assists with technical requirements

What do blue circles in the timeline of a case form represent? - answerState

Which ServiceNow applications can be integrated out-of-the-box with CSM? (Choose
three)

Project Management

Service Portfolio Management

DevOps

Risk Management

ITOM Event Management - answerProject Management

Service Portfolio Management

ITOM event management

What are the Critical Success Factors that are related to CSM Suite Implementations?
(Choose four)

, Define the Business Pain Points

Have a clear understanding of the use cases

Provide consistent service to customers

Define the number of hours needed to develop the associated requirements

Implementation is only as good as the underlying process - answerDefine the business
pain points

Have a clear understanding of the use cases

Provide consistent service to customers

Implementation is only as good as the underlying process

From a service provider's perspective, is the following a product or an asset? A cable
modem model that the service provider sells. - answerProduct

explanation:

Product models
A product is a type of goods or services that your company sells and supports. Product
models identify different types of products, such as a service, hardware, software, or
consumables.

Assets
An asset is a specific product or instance that is supported for a customer. Assets can
have serial numbers or asset tag numbers and can be allocated to individual accounts
or to a contact within an account. Assets can also have associated support contracts.

What is a case? - answerAn individual record that is used to identify and resolve a
question or issue from an external customer

How many outbound email accounts are supported in Customer Service Management?
- answerOnly 1

What role can be assigned to employees who are not fulfillers, such as those in sales
and services, or do not have other CSM-specific roles, but have a need to create cases
on behalf of customers? - answerproxy contact (sn_customerservice.proxy_contact)

What is a supported external customer that, in turn, sells to and supports one or more
customers? - answerPartner

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