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Service > Basic Principles > Flashcards

Basic Principles Flashcards

1
Q

What role does continuous improvement play in CSM?
a) It’s unnecessary
b) It ensures stagnation
c) It promotes innovation and growth
d) It decreases customer satisfaction

A

c) It promotes innovation and growth

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2
Q

What does CSM primarily aim to achieve?
a) Increase customer complaints
b) Improve service efficiency
c) Decrease customer satisfaction
d) Ignore customer feedback

A

b) Improve service efficiency

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3
Q

Which principle emphasizes the importance of putting the customer first?
a) Proactive service
b) Reactive service
c) Customer-centricity
d) Efficiency

A

c) Customer-centricity

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4
Q

What role does empathy play in CSM?
a) It’s irrelevant
b) It fosters customer trust and loyalty
c) It increases service costs
d) It slows down response times

A

b) It fosters customer trust and loyalty

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5
Q

Which principle involves identifying and addressing customer needs before they become problems?
a) Reactive service
b) Proactive service
c) Efficiency
d) Cost reduction

A

b) Proactive service

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6
Q

What is the significance of personalized service in CSM?
a) It increases customer dissatisfaction
b) It reduces customer engagement
c) It enhances customer experience
d) It complicates service delivery

A

c) It enhances customer experience

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7
Q

Which principle focuses on resolving customer issues swiftly and effectively?
a) Efficiency
b) Cost reduction
c) Proactive service
d) Reactive service

A

d) Reactive service

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8
Q

How does transparency contribute to CSM principles?
a) It confuses customers
b) It fosters trust and accountability
c) It increases service costs
d) It reduces customer engagement

A

b) It fosters trust and accountability

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9
Q

Which principle emphasizes the continuous improvement of service delivery?
a) Efficiency
b) Cost reduction
c) Proactive service
d) Kaizen

A

d) Kaizen

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10
Q

Why is consistency important in CSM?
a) It adds complexity to service delivery
b) It confuses customers
c) It builds trust and reliability
d) It increases service costs

A

c) It builds trust and reliability

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11
Q

What role does feedback play in CSM principles?
a) It’s irrelevant
b) It helps identify areas for improvement
c) It decreases customer satisfaction
d) It slows down service delivery

A

b) It helps identify areas for improvement

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12
Q

Which principle focuses on minimizing costs while maintaining service quality?
a) Efficiency
b) Cost reduction
c) Proactive service
d) Reactive service

A

b) Cost reduction

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13
Q

How does empowerment of frontline employees align with CSM principles?
a) It decreases service quality
b) It increases customer dissatisfaction
c) It enables quick decision-making and problem-solving
d) It reduces employee morale

A

c) It enables quick decision-making and problem-solving

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14
Q

Which principle involves leveraging technology to enhance service delivery?
a) Efficiency
b) Cost reduction
c) Proactive service
d) Technological innovation

A

d) Technological innovation

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15
Q

What role does collaboration across departments play in CSM principles?
a) It’s unnecessary
b) It increases service costs
c) It enhances service coordination and efficiency
d) It slows down service delivery

A

c) It enhances service coordination and efficiency

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16
Q

How does agility contribute to CSM principles?
a) It leads to rigidity in service delivery
b) It decreases service efficiency
c) It enables quick adaptation to changing customer needs
d) It increases bureaucracy

A

c) It enables quick adaptation to changing customer needs

17
Q

What is CSM about?

A

Providing services to customers before, during, and after the purchase of a product and/or service.

18
Q

What is the importance of CSM to Business?

A

Customers generate income and revenue; therefore customer service plays a valuable role in an organization’s overall success

19
Q

What is the first rule for any business?

A

Retain customers and build loyal relationship with them

20
Q

What is an application?

A

It is a collection of configuration records that extends the platform and adds new applications or features

Application are packaged as plugins or store apps

21
Q

Where can plugins be found?

A

They can be found and activated in the Plugins module within the System Definitions application in the application Navigator

22
Q

What role is necessary to activate plugins?

A

You must have core admin role to activate plugins

23
Q

What are store Apps?

A

They applications published through the ServiceNow Store and are automatically added to the Application Manager in a ServiceNow instance.

24
Q

What benefits do scoped applications provide?

A

They provide additional layer of control over Customer Customer Service management data.
1. Customer Service Management teams can move at their desired pace, independent of IT.
2. Provide Customer Service Management teams the autonomy and control needed to configure and mange all aspects of Customer Service management related applications.
3. customer Service Management application data and business logic can be protected from changes made by other applications, potentially interrupting it.

25
Q

What are the applications linked to Customer Service Management application?

A

IT Service Management (ITSM)
IT Operations Management (ITOM)
Service Portfolio Management (SPM)
Knowledge Management (KM)
Project Portfolio Management (PPM)
Financial Management (FM)
Customer Project Management(CPM)
Field Service Management (FSM)
Continual Improvement Management (CIM)

26
Q

What is the focus, purpose and Objective of CSM?

A

Focus: support external customers (business and consumers
Purpose: Provide services to consumers before and after a product purchase
Objective: Customer satisfaction, retention and increasing sales

27
Q

What is the focus, purpose and Objective of ITSM?

A

Focus: focuses on supporting users of IT (employees) who are typically part of the same organization.
Purpose: Implement and manage IT services that have been designed meet the needs of the business.
Objective: Support and enable the people, processes, and the information technology used by the business to achieve their business outcomes.

28
Q

What is the use case for using CMS with Incident Management?

A

To resolve service disruption and to restore service disruptions such as outages that impacts one or more customers

29
Q

What are the case states?

A
  • New
  • Open
  • Awaiting Info
  • Resolved
  • Closed
  • Cancelled
30
Q

What are the visual indicators in the Action Status?

A

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

A red indicator highlights 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:

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