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What are common types of application record data that are imported during a CSM data migration? (Choose
two.)
Which aspect of an install base item helps document the details of products installed at a customer location?
Read the use case below to determine if the customer service relationship is B2B or B2C.
Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage
is local to the customer and scheduled a technician to Mary’s house.
When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?
What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)
Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? (Choose three.)
In the 'Action Status' column on a case list, what could a blue indicator dot mean?
Why does the implementation team need to deliver core functionality to the customer as quickly as possible?
An Account Relationship is based on a defined account relationship type. Users with the System Administrator role can define two types of relationships:
Choose 2 answers
By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)
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?
Choose 2 answers
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
In the Customer Service Management space, what does the term asset management mean?
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?
Choose 3 answers
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
Which of the following statements is correct with regards to partners vs. third-parties in ServiceNow's CSM application?
Choose 2 answers
Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)
A customer service agent wants to escalate an account but is unable to use the Escalate Account related link on the Account form. What could be the reasons why the customer service agent is not able to use it? (Choose two.)
When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?
On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)
What are the different resource matching methods on the Matching Rule form?
Choose 3 answers
What is the most efficient way to get cases to be dosed automatically after a few days?
Which of the following options can a survey administrator define on an individual survey? (Choose two.)
Which of the following are correct for parent/child synchronization? (Choose two.)
The case digests feature includes which types of case communication? (Choose two.)
Access to a Knowledge base or Article can be restricted based on a customer’s assets and the product models using which of the following? (Choose two.)
Which entity denotes the product instance that has been installed or provisioned for a customer?
From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case? (Choose three.)
Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?
What does viewing a customer’s install base enable customer service agents to do? (Choose two.)
Which entity represents specific versions of products being sold to and supported for customers?
An account is a supported external customer and a contact is a user who is an employee of an account. How many accounts can a contact be associated with?
Which feature sends an email notification containing a list of relevant knowledge articles to the case submitter and watchlist users associated with the case whenever a case is created?
What functionality is required to automatically close resolved cases if customers do not respond within a specified time?
Which of the following are benefits of customer access management? (Choose two.)
What is a limitation regarding synchronization between a case and its associated work order?
What are the three main components that make up Proactive Customer Service Operations?
Choose 3 answers
In the 'Action Status' column on a case list, what does a blue indicator dot mean?
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
What are the types of units used in counting for entitlements in ServiceNow?
And the options are:
Which feature allows for the creation and management of product data and relationships within the CSM application?
When integrating Customer Service Management with IT Service management what separate action is required for Request Management?
Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :
Which data model should be employed to track a household where a group of consumers share a common address?
Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)
TESTED 11 Oct 2025
