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CSM > Portal > Flashcards

Portal Flashcards

1
Q

What are the Forum User Types? (4)

A
  • Public
  • Registered
  • Custom
  • Membership
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2
Q

For what licenses is the Communities application available? (2)

A

Communities is available for customers who are:

  • Licensed for the Customer Service Management application
  • Licensed for HR Service Delivery
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3
Q

Who can create a Cases from a community discussion? (5)

A
  • Customer Service Agents
  • Consumer Service Agents
  • Customer Service Managers
  • Users with the sn_customerservice.proxy_case_creator role
  • Community administrators and moderators (automatically inherits the sn_customerservice.proxy_case_creator role)
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4
Q

In order to view or modify a case from the Customer Service Portal (external facing), following roles are required: (4)

A
  • sn_customerservice.customer
  • sn_customerservice.customer_admin
  • sn_customerservice.partner
  • sn_customerservice.partner_admin
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5
Q

What portals can be used for CSM? (4)

A
  • The Customer Service Portal (csm)
  • The Consumer Service Portal (csp)
  • Knowledge Portal (kb)
  • Community Portal
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6
Q

Which Communities personas can create a case from a community discussion? (2)

A
  • Community administrator
  • Community moderator
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7
Q

On the Customer Service Portal, which personas can see work orders from their company hierarchy? (2)

A
  • Customer admin
  • Partner admin
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8
Q

Which role is required to approve new customer contacts that self register on the Customer Service Portal?

A

Customer admin
- sn_customerservice.customer_admin

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9
Q

A customer service manager would like to limit the reading and creation of knowledge articles within a specific Knowledge Base to the Customer Support group only. Which features should be used to accomplish this?

A

Cannot contribute
Can read

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10
Q

What are the CSM topics out-of-the-box for Virtual Agent? (6)

(question came up in exam)

A
  • Check Case Status
  • Get Help with a Product
  • Get Help
  • Get Help with an Order
  • Submit Request
  • Create Case
  • Update Case
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11
Q

When the Virtual Agent Plugin is installed NLU is activated but is not available for use until what configurations are completed? (2)

A
  1. Choose the NLU provider
  2. Enable NLU in Virtual Agent
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12
Q

Starting from the Paris release, Social Q&A is being deprecated. What should ServiceNow customers do to migrate Social Q&A content to Communities?

A

Run fix script ‘Migrate Social QA to Community’

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13
Q

What action can be performed by a Customer Admin (sn_customerservice.customer_admin) and NOT by a Customer (sn_customerservice.customer) in the Customer Service Portal?

A

Create and update contacts for their accounts

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14
Q

On the Customer Service Portal, which personas can see work orders from their company hierarchy?

A
  • Customer admin
  • Partner admin
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15
Q

What are the pre-defined templates for Virtual Agent Conversations? (5)

A
  • Check Case Status (Template)
  • Get Help with a Product (Template)
  • Get Help (Template)
  • Get Help with an Order (Template)
  • Submit Request (Template)
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16
Q

From the Customer Service Portal, which action(s) can be applied by external customers to Requests and Change requests?

A

View
Approve

17
Q

What are the benefits of using Communities? (3)

A
  • Reduce support costs
  • Engagements with customers
  • Get product feedback
18
Q

What tool can be used for customers to engage with specific self-service actions on 3rd party websites?

A

Engagement Messenger

19
Q

What is Conversation history in Agent Chat used for?

A

It provides the capability to easily access historical conversations on the same channel

Allows agent can be more efficient by reviewing those conversations without opening multiple tabs and reviewing the transcripts

20
Q

What functions are available in the Consumer Service Portal?
(similar question included in test)

A
  • Search for information, browse knowledge articles, and engage with the community
  • Register, create a login, and create a user profile
  • Register new products and view a list of currently registered products
  • Contact a consumer service agent about a question or issue
  • Start a chat session with a customer service agent
  • Create cases and view a list of current cases
  • Accept or reject proposed case solutions
21
Q

What does Customer Portal Locale function enable?

(similar question came up in exam)

A

It
- allows authenticated and guest users to choose a language/locale on a customer service portal by using the language selector widget in the portal header

  • it forwards authenticated and guest users to a translated customer service portal by defining the language as an URL query parameter. E.g. /csm?lang=fr

CSM (14 decks)

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