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....
when activating the customer service management de
playbooks for csm provide step by step guidance fo
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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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