CSM – Implementation Questions and Answers 2025
Case types
Product - issues or question about an existing product
Order - issue or question about an existing order
custom - create and configure different types of customer service cases
Plugin and role required for case types
Customer ...
agents and managers cannot create knowledge articl
which of the following are true regarding the comm
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CSM – Implementation Questions and
Answers 2025
Case types - answer Product - issues or question about an existing product
Order - issue or question about an existing order
custom - create and configure different types of customer service cases
Plugin and role required for case types - answer Customer Service Case Types
(com.snc.csm_case_types) adds Customer Service > Case Types
agents and managers cannot create knowledge articles from community questions -
answer FALSE
what are the forum user types? - answer registered, public, custom
which of the following are true regarding the community portal application? - answer it is
available to any customer with a community license, it is only available to CSM license
holders
if only one user reports a content for moderation, the content will be hidden - answer
FALSE
The available case types are - answerorder, product
what is required to enable the follow the sun field on the customer service case form? -
answerThe value property on the form must be set to to true and the field added to the
case form
The inner customer service management space what does the term asset mean? -
answertracking products or services customers are using
which of the following roles cannot update a consumer's record? - answerI
said_customer service_agent
Major issue management uses which of the following capabilities? - answertargeted
communications
what is required to synchronize fields from a parent to a child case? - answerMajor
Issue Management needs to be installed and certain properties enabled
, which of the following functions can be completed when using the field service
management application on mobile device offline? - answerexecute assign tasks, close
work orders, manage assets
information in the case field contact is copied to which incident field - answercaller
what are features of customer service management - answerservice entitlements, real-
time SLAs, Service contracts, skills-based routing
how many active open frame configurations can you have on an instance? - answerone
which are the key self-service functions of the customer service portal? -
answercommunity, knowledge-based, service catalog
which of the following are channels? - answerWeb, chat
out of the box, consumer support cannot be used for which of the following actions? -
answeropen an incident, can be used for viewing KBs live chat, and consumer self
registration
The customer support portal default configuration provides the following channels to
interact with customers - answerwab, email
match the business rule to its function in the self-service portal - answer
The service now community is feature is only available for customers with ServiceNow
customer service management licenses - answerFALSE
Read the use case below to determine if the customer service relationship is B2B or b
to c Mary contrary experiences of power outage and calls the electric company. The
agent determines the outage is local to the customer and scheduled a technician to
Mary's house - answerB2C
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? -
answerremove the demo data via a high request, clone back to this instance from a
valid instance
what criteria can be used to determine when a new inbound case should be opened? -
answerwhen a customer has a question or issue to resolve
from a service provider's perspective is the following a product or an asset a cable
model modem model that the service provider sells - answera product
entitlement specify the level of service provided to customers - answerTRUE
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