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CSM > General > Flashcards

General Flashcards

1
Q

What are the default Case Types?

A
  • Product
  • Order
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2
Q

From where can Agents create Cases? (4)

(question came up in exam)

A
  • The Customer Service Application
  • Any associated entities (Account, Contract, Entitlement, Asset, etc.)
  • A Chat Session
  • An Interaction
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3
Q

From where can Customers create Cases? (4)

A
  • The Customer Service Portal (csm)
  • The Consumer Service Portal (csp)
  • Via Virtual Agent
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4
Q

How can the ‘Order’ Case Type be activated?

A

By activating one of

  • Customer Service Management Demo Data
  • Customer Service Management for Orders plugin

(affects the creation path of cases, for example adds an interceptor)

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5
Q

What do blue circles in the Timeline of a case form represent?

(question came up in exam)

A

State change

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6
Q

What does the Activity lines above and below the timeline represent?

A

Case activities, including
- comments, information requests, close notes, email and phone calls

Agent activities - shown above the timeline
Customer - shown below

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7
Q

What are the associated entities, also called reference entities, in the Customer Service application? (4)

A
  • Accounts
  • Products
  • Assets
  • Service contracts
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8
Q

What Servicenow tool can you use to set up Customer Service Management in your instance?

A

Customer Service Management Guided Setup

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9
Q

What is a Contract in CSM?

A

A contract is a binding agreement between two parties

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10
Q

What is an Entitlement in CSM?

A

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

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11
Q

Special Handling Notes can apply to any of the following entities, based on specific attributes: (5)

A
  • Cases
  • Accounts
  • Contacts
  • Product Models
  • Assets
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12
Q

What is required to enable the Follow the sun field on the Customer Service Case form?

A
  1. By setting the value of the property sn_customerservice.FTS_flag_enabled to true
  2. Configure the form layout to add this field to the Case form
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13
Q

What is required to synchronize fields from a parent to a child case(s)?

A

No change needed, parent updates child ootb

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14
Q

What are the Case states? (5)

A
  • New
  • Open
  • Awaiting info
  • Resolved
  • Closed
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15
Q

Which channels are available out-of-box for Cases? (10)

A
  • Chat
  • Web
  • Phone
  • Self-service
  • Walk-up
  • Email
  • Social
  • Community
  • Alert
  • Virtual Agent

(some are plugins, i.e. social and Walk-up)

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16
Q

How, and when, are cases in Resolved state auto closed?

(similar question came up in exam)

A

Flow ‘Auto Close Resolved Cases’ closes the case after 10 days
This is NOT active by default

17
Q

What states of a child case would cause parent - child case synchronization to fail? (3)

(similar question came up in exam)

A

By default, if the child case is in the

  • Resolved
  • Closed
  • Cancelled state
18
Q

Which fields are required to fill in the Resolution information tab in order to close a case?

(similar question came up in exam)

A

Resolution code
Resolution notes

(Cause not mandatory)

19
Q

Customer Service Agents (sn_customerservice_agent) are responsible for which tasks?

(similar question came up in exam)

A
  • Assist customer with questions, issues and problems
  • Escalate cases
  • Propose major cases
  • Create, view, edit and work on cases
20
Q

What are features of Customer Service Management?

(question came up in exam)

A
  • Service Entitlements
  • Real-time SLAs
  • Service Contracts
  • Skills-based routing
21
Q

In the ‘Action Status’ column on a case list, what does a blue indicator dot mean?

(question came up in exam)

A

Needs attention

22
Q

What state is a Case set to when a customer reject the resolution?

(question came up in exam)

A

Open

23
Q

What is the purpose of using Special Handling Notes?

(question came up in exam)

A

To bring important information about individual records to the user’s attention

CSM (14 decks)

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