CSM Fundametals Customer Experience

Question 1

What User roles makes it possible to provide service both internal and external in CSM? (2)

Answer 1

snc_internal

snc_external

Question 2

Which are the CSM Service Portals? (4)

Answer 2

• Customer Support Portal - /csm
• Consumer Service Portal - /csp (called Customer Service for consumers to reach it)
• Community Portal - /community
• Knowledge Management - /kb

Question 3

As of the Paris release, is it possible for a User to have both snc_internal and snc_external roles?

Answer 3

No

Question 4

What is the minimum role an Éxternal User must obtain?

Answer 4

snc_external

Question 5

What are the different Customer Personas? (5)

Answer 5

• Customer (B2B) (sn_customerservice.customer)
• Customer Admin (sn_customerservice.customer_admin)
• Customer Case Manager (sn_customerservice.customer_case_manager)
• Partner (B2B) (sn_customerservice.partner)
• Partner Admin (sn_customerservice.partner_admin)

Question 6

What role is required to perform Contact Administration?

Answer 6

Customer Admin

Question 7

What Header Menus does Customers see per default in the Customer Service Portal? (5)

Answer 7

• Create Case
• Cases
• Orders
• Assets
• Publications and Notifications menu

Question 8

Is there anyway for a person to request to be added as a contact in the system by themselves?

Answer 8

Yes, they can submit at Self-Registration request from the Customer Portal (without registration code)

Question 9

Which roles can create a new contact from the Customer Portal? (3)

Answer 9

• sn_customerservice.customer_admin
• sn_customerservice.partner_admin
• ServiceNow System Admin

Question 10

Where in the UI can you find new consumer registrations and what role does a new consumer get?

Answer 10

• Customer Service -> Customer -> Consumers

* sn_customerservice_consumer

Question 11

What is the prerequisite for a System Admin to be able to impersonate a customer or consumer?

Answer 11

They need to have a User ID defined.

Question 12

Does the Asset Contact functionality allow contacts belonging to an account subsidiary to report cases on assets, products, sold products and install base items that represents shared service in the customers organisation?

Answer 12

Yes

Question 13

What Knowledge capability’s does CSM implementations use? (3)

Answer 13

It uses capabilities embedded in the tree CSM portals:

• Customer Service
• Consumer Service
• Community

Question 14

From the Paris version, what has replaced Social Q&A functionality?

Answer 14

Communities

If you want to migrate existing Social Q&A to Communities you can use “Migrate Social QA to Community” script

Question 15

What plugin does the Admin role need to activate for Knowledge Management?

Answer 15

Knowledge Management - Service Portal plugin (com.snc.knowldge_serviceportal)
Also requires plugin Knowledge Management V3

Question 16

From the Paris release, what is new regarding Knowledge Authoring?

Answer 16

You can perform Knowledge Authoring with Microsoft Word Online.

Question 17

What two Service catalogs are included in the Baseline Configuration?

Answer 17

Consumer Service

Customer Service

Question 18

Where does the Admin go to maintain the different Catalogs?

Answer 18

Catalog->Catalog Definitions->Maintain Catalogs

Question 19

What is the name of the specific type of catalog item that allows users to create task based records such as a case?

Answer 19

Case Record Producer

Question 20

What needs to be performed in system to create Requests from Costumer or Consumer Service portals? (2)

Answer 20

• Activation of the Customer Service with Request Management plugin (com.sn_cs_sm_request)
• System Admin need to provide external customers with access to request records

Question 21

What function can provide search results from Knowledge Bases and Community during users creation of a Case that might help them without the need of creating a Case to support? What two version is provided OOB?

Answer 21

• CSM Contextual Search
• Contextual Search for Create (Order/Product) Case in CSM Portal
• Contextual Search for Get Order/Product Help in CSP Portal

Question 22

When might Targeted Communication be in scope?

Answer 22

When you need to communicate important content related to products, services or issues to a targeted list of customers or employees.

Question 23

What roles can use Targeted Communication? (2)

Answer 23

sn_publications.author

sn_publications.admin