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cis - servicenow > CIS CSM 1 > Flashcards

CIS CSM 1 Flashcards

1
Q

CSM Application

A

a way for service providers to manage relationships between themselves and the customers who use and/or purchase their services and products.

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2
Q

Customer Service Management offers

A

skills-based routing
real-time service level agreements (SLAs)
service contracts
service entitlements.

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3
Q

application scoping

A

protects applications by encapsulating and protecting their data and functionality, preventing interference from other applications (including the Global scope).

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4
Q

Customer Service Management Guided Setup

A

provides a sequence of tasks and checklist that help administrators configure

Percentage of activities completed
Controls to start, skip, and mark tasks as complete
Plugin management
Links between Customer Service Management and other applications, including:
IT Service Management (ITSM)
IT Operations Management (ITOM)
Service Portfolio Management (SPM)
Knowledge Management (KM)
Project Portfolio Management (PPM)
A link to Community and FSM Guided Setup

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5
Q

Digital Portfolio Management

A

manage and monitor portfolios and services in a centralized location.

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6
Q

Workplace Service Delivery (WSD)

A

this integration helps you safely reopen locations and support the health and safety of contacts and consumers after emergencies and pandemics.

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7
Q

proxy contact (sn_customerservice.proxy_contact)

A

can also create requests from the Customer and Consumer Service Portals

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8
Q

itil

A

Can create and update an incident, problem, change, and multiple requests for a customer service case.

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9
Q

sn_incident_read

A

View information about an incident record associated with a customer service case.

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10
Q

sn_problem_read

A

View information about a problem record associated with a customer service case.

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11
Q

sn_incident_write

A

Create an incident record for a customer service case.
Associate an existing incident record with a customer service case.
Remove an incident record associated with a customer service case.

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12
Q

sn_problem_write

A

Create a problem record for a customer service case.
Associate an existing problem record with a customer service case.
Remove a problem record associated with a customer service case.

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13
Q

sn_change_read

A

View information about a change record associated with a customer service case

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14
Q

sn_change_write

A

Create a change record for a customer service case.
Associate an existing change record with a customer service case.
Remove a change record associated with a customer service case.

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15
Q

sn_request_read

A

View information about request records associated with a customer service case in the Requests related list.

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16
Q

sn_request_write

A

Create request records for a customer service case.

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17
Q

Foundation Data

A

Includes all of the data crucial to support customers as efficiently as possible.

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18
Q

CSM Business Models

A

Business models identify the products or services a business plans to sell, its identified target market, and any anticipated expenses.

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19
Q

account

A

a supported external customer.

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20
Q

contact

A

a user who is an employee of an account.

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21
Q

consumer

A

Person who purchases goods and services for personal use.

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22
Q

Partners

A

A partner can be a supported external customer that, in turn, sells to and supports one or more customers.

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23
Q

products

A

goods or services a company sells to, and supports for, their customers.

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24
Q

product model

A

a specific version or configuration of a product.

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25
Q

install base item

A

any configuration item that has been made accessible to customers.

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26
Q

Sold products

A

products and components that have been sold to an account or a consumer.

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27
Q

contract

A

a binding agreement between two parties.

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28
Q

entitlement

A

defines the types of support that a customer receives and the supported communication channels for a customer.

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29
Q

B2C - business to consumer

A

a business model where companies sell products and/or services directly to individual consumers.

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30
Q

Business-to-business (B2B)

A

business model where commercial transactions are conducted between two or more companies.

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31
Q

Business-to-Business-to-Consumer (B2B2C)

A

a business model which can be used to support employees of a business customer or end consumers of a business customer.

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32
Q

customer portfolio

A

a database or structured document used to record a service provider’s various customers or customer types.

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33
Q

An Account Relationship is based on a defined account relationship type.

A

partner-to-account
account-to-account

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34
Q

product portfolio

A

comprised of all the products an organization has to offer.

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35
Q

product

A

physical/digital
goods/services a company sells

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36
Q

asset

A

owned/shared/serviced/subscribed/leased

product instance that is supported for a customer

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37
Q

model

A

is a specific version or configuration of an asset used for managing and tracking through the lifecycle.

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38
Q

product model

A

are specific versions or configurations of products sold to and supported for customers

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39
Q

digital service

A

the electronic delivery of information such as data and content across multiple technologies and devices that is presented in an easy-to-use way.

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40
Q

sold products

A

products and services that have been sold to an account or a consumer.

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41
Q

installed products

A

provide information on the instances that a sold product is deployed on at an account or consumer.

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42
Q

install base items

A

are configuration items accessible to customers, refers to an application service CI for SaaS products, and used to track instances that have been provisioned for an account or consumer.

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43
Q

contact relationship

A

used to add a contact from a different account to either of the accounts in an established account relationship.

44
Q

Account and partner contacts can see all of the assets related to an account.

A

true

45
Q

Agents and Agent Managers using the CSM applications.

A

Internal roles

46
Q

Consumers, Customers, and Partners

A

External roles

47
Q

Account teams

A

made up of employees who fulfill specific jobs or roles for a particular account.

48
Q

case

A

record that a Customer Service Agent uses to identify and resolve a question or an issue for an external customer.

49
Q

agents can create a case from

A

The Customer Service Application
Any associated entities (Account, Contract, Entitlement, Asset, etc.)
A Chat Session
An interaction

50
Q

customers can create a case from

A

The Customer Service Portal
The Consumer Service Portal
Via Virtual Agent

51
Q

Customer information is linked to a case using

A

Accounts
Contacts
Assets
Contracts
Entitlements

52
Q

interactions

A

are temporary records used by agents to capture initial interactions with a customer.

An interaction represents a request for assistance made through a chat, phone call, or walk-up.
An interaction is a way to measure the amount of touchpoints between an agent and a customer.
Interactions can be routed to queues for assignment or assigned to agents directly.
Support agents can create a case from the interaction.

53
Q

order mngt application

A

supports internal and external roles, as well as order workflows. It allows order agents to create orders on behalf of customers and track fulfillment of those orders through order tasks.

54
Q

cases that need attention, such as cases that have been updated by customers or internal users and are waiting for input or review.

A

blue indicator highlight

55
Q

cases that are blocked, such as cases that have open related task records or are waiting for customer feedback. Blocked cases can have the following status:
Blocked by customer

Blocked internally

Blocked internally and by customer

A

red indicator highlight

56
Q

case action status

A

uses actionable case flows to automatically determine the action status for customer service cases.

57
Q

actionable case flows

A

contain predefined user actions that automatically create and resolve blocking tasks for customer service cases.

58
Q

Closes the case and sends a reminder notification to the customer after 10 days that the case has been auto closed.

A

10 days to auto close

59
Q

Sends a reminder notification to the customer after 5 days with no response

A

5 days for notif

60
Q

timeline

A

located at the top of the case form and provides a visual display of case activities.

61
Q

special handling notes

A

create notes that bring important information about individual records to an agent’s attention.

based on specific attributes:

Case

Account

Contact

Product Model

Asset

62
Q

engagement mngt for customers (EM)

A

enables organizations to extend the ServiceNow customer experience with a no code / low code implementation. It provides their customers with a a consistent customer experience

63
Q

AI Search

A

application is a modern consumer-grade search engine for Service Portal, Now Mobile, and Virtual Agent.

64
Q

self registration feature

A

enables new customer contacts to submit registration requests from the customer portal.

65
Q

is instance url

A

this box enables this custom URL for all outbound URLs. Only one active custom URL can be the instance URL.

66
Q

Walk-up Experience for Customer Service

A

digitizes the in-person, or in-store, service experience, providing a ‘genius bar’ type of experience for external customers.

Walk-Up for CSM (com.snc.walkup_for_csm)

67
Q

OOB contextual search - case creation

A

Contextual Search for Create (Order/Product) Case in CSM portal

Contextual Search for Get Order/Product Help in CSP portal

68
Q

Who can create cases from discussions or questions?

A

Customer Service Agents.
Consumer Service Agents.
Customer Service Managers.
Users with the sn_customerservice.proxy_case_creator role.

69
Q

Knowledge-Centered Services (KCS)

A

a documented methodology providing a set of best practices for creating and maintaining knowledge.

70
Q

CSM Table Map [csm_table_map]

A

creates a mapping between the case and knowledge article tables.

71
Q

Basic Field Mapping transform map

A

maps the source fields on the case to the target fields on the knowledge article.

72
Q

Time Sheets > Time Recording > My Time Worked

A

record time worked from a case or case task. Time worked can be recorded regardless of the case or task state.

73
Q

Time Cards

A

The total hours recorded on each time card are recorded on the current time sheet

74
Q

case action summary

A

provide updates to customers and internal stakeholders while a case is in progress to communicate information about high-priority cases and mass outage cases

75
Q

Create Post Case Review UI action

A

creates a case action summary record and adds the record to the Related Records section on the Case form in the Post Case Review field.

76
Q

Agent Chat

A

agents communicate with customers, create case records, or transfer chats to another agent or queue.

77
Q

response templates

A

enable reusable, consistent messages to customers.

78
Q

VA Chatbot topics

A

Check case status
get help with a product
get help
get help with an order
submit request
create case
update case

79
Q

Chat Profanity Filter

A

prevents agents from sending messages with inappropriate or profane language to requesters and is available as of the San Diego release.

80
Q

Conversational Messaging

A

allows organizations to connect with their customers over their preferred messaging channels.

81
Q

Landing pages

A

provide customer service agents with an overview of, but not limited to, their assigned and high-priority cases plus the cases assigned to their groups.

82
Q

Agent Assist

A

a search engine that helps agents find the information they need to resolve issues. It is in the Contextual side panel by default and when you click the graduation cap icon

83
Q

AWA (Advanced work assignment

A

feature to automatically assign work items to your agents, based on their availability, capacity, and optionally, skills.

84
Q

list panel

A

includes a section for Major Issue Management and a filtered list of accepted major cases.

85
Q

Form Header

A

displays case short description, if short description is empty, it shows the number

secondary level shows account, contact/consumer, priority and state

86
Q

form ribbon

A

components like overview of case details, customer summary and case timeline

87
Q

lookup and verify

A

simplifies the process of looking up and verifying contact or consumer information and works from a saved interaction record, regardless of the CSM workspace an agent is using

88
Q

create contact (consumer) feature is only available in the CSM Configurable Workspace.

A

true

89
Q

response template

A

(formerly known as “templated snippets”) are reusable messages that can be copied to case or task forms to provide quick and consistent messages to users, or to display standard chat response messages to requesters in Agent Chat

90
Q

dynamic related records

A

provides customer service agents with easy access to the information they need when they need it. Agents

91
Q

customer central

A

provides a framework for improving the visualization of customer information for agents across multiple interactions and record types. It does this via a centralized view of customer activities and history in a workspace optimized for supporting customer interactions.

92
Q

conversational monitoring

A

enables supervisors and managers to regularly monitor and coach agents during specific customer interactions.

93
Q

agent whisperer

A

function lets agents and chat supervisors have a conversation without the requester knowing.

94
Q

public conversation monitoring

A

Public messages the manager or supervisor submit are visible to the agent and customer.

95
Q

Public Chat and Private Chat tabs

A

can be toggled by agent and chat supervisor

Private Chat tab has a yellow background with “Message only visible internally” and private messages appear on the yellow background.

requires the Advanced Work Assignment manager (awa_manager

96
Q

sidebar

A

a real-time messaging tool that only applies to the core and workspace user interfaces, such as CSM Configurable Workspace, built on Next Experience. It replaces Connect Chat which is used by UI16

agents can have real-time collaboration with others on a task-based or interaction-based record.

97
Q

automatic assignment using CSM Workspace

A

Assignment Rule

Advanced Work Assignment

98
Q

automatic assignment using Platform User Interface

A

Assignment Rules
Matching Rules is optional

99
Q

Advanced Work Assignment (AWA)

A

assign work items to your agents based on their
availability,
capacity,
and optionally, skills,
and/or shifts worked.

100
Q

dashboard overview

A

lets you see all of the responsive dashboards that you have access to. It’s the quickest and easiest way to find the responsive dashboard you are looking for, whether it is one that you created or one that someone has shared with you.

101
Q

Performance Management

A

ensures that goals are consistently being met in an effective and efficient manner. Performance management can focus on the performance of an organization, a department, employee, and even the processes to build a product or service.

102
Q

KPI

A

a periodic measurement to evaluate the success of an activity in which the company is engaged. Success is defined in terms of making progress toward a goal.

103
Q

Indicator Trend

A

a series of measurements collected over time. The trend describes how a process has changed and evolved over a period of time.

104
Q

PAD (Process Automation Designer)

A

allows business users to define the data, tasks, and steps needed to automate processes

105
Q

playbooks

A

can be leveraged for industry verticals as they enable customers in specific industry domains to use CSM for managing complex customer processes end to end, by providing a base data model along with the case management framework.

106
Q

Customer Project Mngt

A

provides an out-of-the-box integration between CSM and PPM* (Project Portfolio Management from SPM) to enable companies to manage customer projects from idea to execution.

107
Q

Workforce Optimization for Customer Service

A

a solution for managers, leads, supervisors, and agents improving the quality and efficiency of service teams and enhancing team satisfaction.

cis - servicenow (2 decks)

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