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CSM ServiceNow Fund & Implement > CSM Fundamentals OPERATIONS > Flashcards

CSM Fundamentals OPERATIONS Flashcards

1
Q

What are the different case types? (3)

A

Product
Order
Custom

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2
Q

Whats is the Virtual Agent?

A

Conversational bot platform that provides assistance to help customers obtain information, make decisions and perform common work tasks

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3
Q

What is the new feature in Paris called that make it possible to engage customers through preferred messaging channels?

A

Conversational Messaging

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4
Q

What tables does the Customer Service Social Media plugin add? (3)

A
  • Social Channels (sn_app_cs_social_social_channel)
  • Social Profiles (sn_app_cs_social_social_profile)
  • Social Logs (sn_app_cs_social_social_log)
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5
Q

Where is the easiest way for Customer to create a case?

A

Get Help icon in the service/support portal

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6
Q

What Flow do you use to close cases when customers not respond and what are the OOTB timelines for the actions(2)?

A
  • Auto Close Resolved Cases flow
  • Notification 5 days
  • Closing 10 days
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7
Q

What is “Follow the sun”?

A

Typically a 24x7 support, support groups in different time zones replace each other for full coverage

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8
Q

What is the Contextual Search feature?

A

Agent can search for/attach knowledge articles while working on a case or can report knowledge gap if no articles are found

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9
Q

What is the purpose with Special Handling Notes?

A

Some cases may be need to be handled in a particular way, this is where SHN comes in. Create notes that bring important info about individual records to an agents attention.

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10
Q

Where can you apply Special Handling Notes? (5)

A
  • Cases or below entities
  • Account
  • Contacts
  • Product Model
  • Asset
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11
Q

Where can you synchronize fields from Parent to Child cases?

A
  • Customer Service

- Properties

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12
Q

Where do you create field mapping from an incident to a knowledge article? (Copy information from an incident into a knowledge article by creating custom mapping between the Incident table and the KCS article table)

A

csm_table_map.list

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13
Q

What features does Time Recording plugin provide? (2)

A
  • Allows agents to record time against case related activities
  • Time worked entries automatically generate time cards and time sheets for manager approval
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14
Q

What roles comes with the Time Recording plugin? (2)

A

timecard_user (agent)

timecard_admin (manager)

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15
Q

What is the name of the simplified process (without using the designer) for create flow for e.g cancelling a case?

A

State Flow

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16
Q

What happends with the state of a Case when it is Assigned?

A

Changes from New to Open

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17
Q

What are the advantages of using State Flows?

A

State Flow allows you to centrally manage and configure case state transitioning and behavior instead of implementing disconnected UI Actions, Business Rules and Client Scripts

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18
Q

What functionality does Conversation Monitoring in Agent Workspace provide?

A

Managers and Supervisors can view ongoing chats and also join them to assist agents / requester´s. A notification lets agents / requester´s know when someone enters the chat.

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19
Q

What is the difference between Public and Private (whisper function) messages in Conversation Monitoring/Agent Workspace Chat?

A
  • Public: Messages from Manager/Supervisor are visible to both Agent and Customer/Requestor
  • Private: Agent and Manager/Supervisor can have a conversation without Customer/Requestor knowing
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20
Q

What are the Manual Case Routing options in the Platform User Interface? (3)

A
  • Assign to Me (inc Agent Workspace)
  • Assignment Group/Assigned To (inc Agent Workspace)
  • Assignment Workbench
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21
Q

What are the Automatic Case Routing options in the Agent Workspace? (2)

A
  • Advanced Work Assignment (AWA)

* Assignment Rules (inc Platform User Interface)

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22
Q

Advanced Work Assignment (AWA) can assign work items to agents based on what? (3)

A

Availability
Capacity
Skills

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23
Q

What does AWA do?

A

Pushes work to qualified Agents using work item queues, routing conditions and assignment criteria

24
Q

What does the Agent use their Agent Workspace Inbox for? (3)

A

Set availability
See work items
Accept/reject work items

25
Q

AWA Agent Affinity, what types are there? (3)

A
  • Historical -based on agents history with customer
  • Related Task -based on agents past assignments on related tasks
  • Account Team Responsibility -based on the agents responsibility or role in the account team
26
Q

What are the different OOB Playbooks for CSM? (3)

A

*Product Support - (Process Orchestration)
*Onboarding - (Agent Experience)
*Complaints - (Customer Experience)
(page 303 in book)

27
Q

How does a Playbook work and what feature is used to create it?

A

Any Playbook is associated with a particular case type and are broken down into multiple stages representing a list of activities/steps an agent needs to perform. Playbooks are created using the Process Automation Designer platform feature.

28
Q

Who´s responsibility is it to escalate or de-escalate a Case?

A

Managed by a Customer Service Agent

29
Q

Who´s responsibility is it to or de-escalate an Account?

A

Managed by an Account Escalation Manager

30
Q

What are the two standard escalation templates?

A

Case

Account

31
Q

What is Escalation Severity?

A

Defines severity level for the escalation and color used to highlight escalated case or account record in the UI

32
Q

What role is needed to be able to escalate a Case or Account?

A

escalation requester: sn_customerservice.escalation_requester

33
Q

What role can approve or reject an Escalation Request?

A

Approver User: approver_user

34
Q

Where are the comments/decisions from an Approver of an escalation posted?

A

In both Escalation and Case record activity logs

35
Q

What role is needed to be able to de-escalate a Case or Account and what extra role does this include?

A
  • deescalation requester: sn_customerservice.deescalation_requester
  • This role includes escalation requester role
36
Q

What does MIM stand for and what plugins does in require/activate (3)?

A
  • Major Issue Management
  • Customer Service (com.sn_customerservice)
  • Targeted Commounications (com.sn_publications)
  • Task Communications Management (com.snc.task_communications_management)
37
Q

What does MIM use Targeted Communications recipients list feature to identify?

A

Identify impacted customers

38
Q

What is new regarding MIM in Paris release?

A

Can be used in Agent Workspace interface

39
Q

What plugin needs to be installed for the MIM plugin to be activated by default?

A

Proactive Customer Service Operations plugin

40
Q

What personas/roles are mainly involved in the MIM process? (3)

A
  • Customer Service Agent - Propose candidate, create case, associate child cases
  • Major Issue Manager - Approve/Reject candidate, propose, create recipients list
  • Customer Service Manager - Approve/Reject candidate, propose, create recipients list, update major case, create child for accounts/consumers recpient list
41
Q

What data field determines the recipients in a configured recipients list?

A

sys_id

42
Q

What can an integration between CSM and ITSM provide?

A

Integration between CSM and Incident, Problem,

Change and Request Management applications.

43
Q

With the CSM / ITSM integration, is it possible to provide access for External Customers to Problem, Change and Request records?

A

Yes, read only access can be granted to External Customers when records are related to their case.

44
Q

What role(s) is required to get read access to related Problem, Change or Request records to a case?

A

snc_internal or snc_external role with read access

45
Q

What is possible for a user with snc_external role to do regarding a change/request form the Customer Service Portal? (3)

A
  • View and approve Request/Change
  • View status of Request/Change
  • View details of Requested item
46
Q

What plugins are required for CSM/ITSM integration and External Customers? (3)

A
  • Customer Service (com.sn_customerservice)
  • Customer Service with Service Management (com.sn_cs_sm)
  • Customer Service with Request Management (com.sn_cs_sm_request)
47
Q

What are the CSM/ITSM Integration Roles? (8)

A 
sn_incident_read
sn_incident_write
sn_problem_read
sn_problem_write
sn_change_read
sn_change_write
sn_request_read
sn_request_write
48
Q

What are the Key Elements in the CSM Mobile Experience? (7)

A
  • Purpose built for specific personas
  • Mobile first
  • Fully native iOS/Android experience
  • Codeless app development
  • Offline read/write (Mobile agent only)
  • Global search
  • Push notifications
49
Q

What are some positive effects of using Mobile experience for CSM? (3)

A
  • Increased customer satisfaction - faster resolution
  • Improved agent experience - easier tracking of important cases
  • Increased agent productivity - possible for agents to update cases on mobile while away from desk
50
Q

What plugin is required for CSM Mobile Experience and what other plugins does it enable? (1+3)

A 
*Customer Service Mobile plugin
it enables:
-Mobile Agent Native Client plugin
-Customer Service 
-Customer Service Case Action Status
51
Q

Why is tracking and analyzing data important for CSM? (5)

A 
Anticipate trends
Prioritize resources
Deliver automation and self-service
Drive continual service improvments
Align customer service
52
Q

What is the difference between Performance Analytic and Reporting?

A
  • PA: is a historical trend describing a process over a period of time
  • RP: Data summary describing a process right now
53
Q

Is CSM Analytics installed OOB in CSM?

A

No, you need to activate the Performance analytics - Content Pack - CS plugin (com.sn_customerservice_pa)

54
Q

What does the NEW “PA - Content Pack - Customer Service” (com.snc.pa.customer_service) provide and does it need a separate license?

A

Provides a list of pre-defined indicators (KPI´s).

Yes, it needs a separate license.

55
Q

What are some common Analytic pitfalls? (4)

A
  • Measure everything and anything you can
  • Displaying current values without context of time or operational targets
  • Static metrics that are only visible in a PP deck
  • Dashboards are overloaded with context and fail to provide decision-making guidance
56
Q

What should be considered when creating Analytics (opposite the pitfalls)? (4)

A
  • Metrics clearly connected to goals that matter for stakeholders
  • Indicators of actions you can take right now to improve
  • Analytics within the workflow context, guiding daily actions and behavior
  • Dashboards and visualizations designed to tell a clear story, tailored for audience need

CSM ServiceNow Fund & Implement (9 decks)

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