CSM Implementation Customer Service Operations Flashcards
How many outgoing and how many incoming email accounts are supported per instance?
Multiple incoming email accounts but only 1 outgoing
Is it possible by email, to create a case for a user not in the system?
Yes
Where in the system do you manage channel configuration to associate any of the incoming email addresses with a specific product?
Customer Service -> Administration -> Channels
3 examples of email channel flows?
- Create case via email (OOB with CSM plugin)
- Update case ( VIA REPLY OOB with CSM plugin)
- Accept or Reject Case Solution
What do you use Inbound email flows for and mention one big benefit with it? (2)
- Create email-related business processes
- Business Managers can define inbound email flows without having to depend on Developers or Admins to write complex scripts
Which has the highest execution order of Inbound Email Flow or Inbound Action?
Inbound Email Flow (if an Email Flow executes, it prevents execution of Inbound actions)
Where in the system do you create Inbound Email Flows and what role(s) are required?
- Customer Service -> Flow Designer -> Inbound Email Flows
* admin or sn_customerservice_manager (role)
What steps are required to enable NLU? (2 - plugins & action)
- Install Virtual Agent plugin -> Ensure CSM pluign is installed -> install Virtual Agent Conversation plugin
- in menu choose: Collaboration -> Virtual Agent -> General Settings: “Enable NLU in Virtual Agent”
What SKU/license does Proactive Customer Service Operations demand?
CSM Professional
What are the 3 main components of Proactive Customer Service Operations?
- Service Monitoring (monitor health of product/services)
- Service-aware install base (Track configurations of services deployed)
- Proactive Case (Proactivly trigger Case flows)
What are the 5 severitys on Alerts and what priority does the related Case receive?
- Critical (Critical)
- Major (High)
- Minor (Moderate)
- Warning (Low)
- Info (Low)
what is an Outage?
Refers to a time period that a service delivering value to a customer is unavailable or experience performance issues
What type of outages are there? (3)
- Unplanned outage (caused by HW or network issues)
- Planned outage (planned maintenance or upgrades)
- Degradation (problems affecting a service not resulting in disruption to that service)
What fields need to be mapped in Event Managemnt to CSM to see service health status for an installed base item? (3)
EvM CSM
Business Service -> Service Context
Element Identifier -> Configuration Item
Severity -> Health Status
What tables are used for mapping in Service Health Management? (2)
- em_impact_status table (Event Management)
* sn_install_base_item table (CSM)
Customer Project Management provides an integration of two applications OOB, which?
Customer Service Management
Project and Portfolio Management
What are the OOB key capabilities in integration between CSM and PPM applications? (3)
- Data Model changes
- UI & business logic changes
- Portal changes
What personas (roles) is CSM / PPM integration related? (4)
*Customer Project manager
*Project Stakeholder
*Customer Service Agent
*Customer
(sn_customerservice_xxxx)
What are the OOB Case Types? (3)
- Product: Issue/question for existing product
- Order: Issue/question for existing order
- Custom: Create/configure different types of customer service case (plugin needed)
What needs to be done to be able to create custom Case types?
Install Customer Service Case Types plugin (Sys Admin) to activate (Customer Service->)Case Types module in the Application Navigator
What tasks does the Sys Admin perform to create and configure a new Case Type? (3)
- Create a table for new Case Type (extension of case table, sn_customerservice_case)
- Create Case Type Definition record & add to the case type table (sn_case_type)
- Configure the Get Case Types flow & modify conditions for visibility
Where do you manage settings & configuration for a Case Type?
Case Type form
What plugin provides the Create Case UI action to create a Base Case?
Customer Service plugin
What plugin provides the Create Case UI action to create Case based on selected Case Type?
Customer Service Case Types plugin
Is it recommended to configure Create Case UI action for Base Case and Case Type?
No, only configure one to avoid confusion is recommended
When you have one single & standardized CS process, what Case type is recommended?
Use simple: Case
What Case type is recommended if you have multiple CS processes and they use different sets of attributes and flows?
Use: Case Types
Case table extends what table?
Task table
Case Types are implemented as extension tables of ______ table
Case
The capability that is at the lowest level of the capability map and does not have any child is called?
Leaf level
Regarding Case Type Hierarchy, what level should be visible/presented to the user?
Leaf level
Mention some benefit with Scoped Applications? (5)
- Isolation of an application
- Enhanced security
- Lean deployment process
- More control of forms, scripts and fields
- New application menu, modules and list of records
What Form Views does Agent Workspace support? (2)
- Workspace (CSM & ITSM)
* CSM Workspace (specific CSM)
In CSM Workspace, mention some items requiring configuration? (7)
Forms UI Actions Client Scripts UI policies Form Header Ribbon Workspace settings
What plugins are needed for CSM Agent Workspace? (2)
Agent Workspace (com.agent_workspace) CSM Workspace (com.snc.agent_workspace.csm)
What are the Workspace roles? (4)
- workspace_admin (Workspace Administrator)
- workspace_list_admin (WS List Administrator)
- agent_workspace_user (Workspace Agent)
- workspace_user (Workspace User, only internal)
You can set-up shortcuts in Agent Workspace for agents, what are those called?
(Chat) Quick Actions
What role is required for using the Chat Quick Actions?
quickactions_user
As of the New York release, Quick Actions replaced _________ in Agent Workspace?
Connect Actions
What are Response Templates?
Reusable messages that can be copied to Case or Task forms to provide quick messages to customers
What Plugin and role(s) are needed for creating Response Templates?
*com.sn_templated_snip
*Admin or sn_customerservice_agent to allocate one of these:
Response Template Admin
Response Template Writer
Response Template Reader
What are Ribbons?
Ribbons provide contextual info about the record displayed in the form
Does Ribbons display be default and what are they associated to?
- No
* associated with Tables (only one ribbon per table)
What tables can you create Ribbons for?
Tables that extends Case (sn_customerservice_case) table
What are Customer Service Case Digests doing and what two types are there?
Send periodic case updates while the case is in progress or provide a Post Case Review document for a resolved case.
- Case Action Summaries
- Post Case Reviews
What does Customer Central provide for Agents and what two types of views are displayed on the interaction record?
All the information about the customer in one place
- Customer Information
- Customer Activity
What are the 3 OOB playbooks for CSM?
Product Support (Process orchestration)
Onboarding (Agent experience)
Complaints Customer experience)
**must be purchased in SNow Store
What is the CSM playbook built on?
CSM Data Model and Case Management features
What Platform feature is used to create (diffrent) Playbooks?
Process Automation Designer
What is Guided Decisions feature doing?
Dynamically guide Agents to resolve complex cases
What plugin is needed to use Guided Decisions?
Guided Desicions for Playbook in Workspace plugin
What is the multi-step process consisting of a series of questions, answers and guidance in Guided Decision called?
Decision Tree
Who are the Personas in Guided Decisions? (5)
- Guidance User (read Guidance)
- Guidance Manager(create, read, update & delete access)
- Decision Tree User (read Decision Tree)
- Decision Tree Author (create, read, update & delete)
- Content Author (Add decision trees and guidance)
What feature enables CS Managers to assign tasks to agents via configurable criteria and what are the criteria´s (3)?
- Assignment Workbench
- Skills (matching)
- Availability (today)
- Assigned Cases
How does ranking in Assignment Workbench work?
Agents are ranked based on total value, highest number earning highest ranking.
The default configuration for Assignment Workbench uses what matching rule?
Recommendation for Case Assignment (matching rule)
What types of criteria is used by default for the Recommendation for Case Assignment matching rule? (5)
- Availability Today
- Matching Skills
- Matching Skills-Mandatory Skills Support
- Assigned Cases
- Last Assigned
Matching Rules are based on on two defined sets of conditions, which are?
- Specific Case Attributes (e.g Account,Contract, Entitlement,Product)
- Agent Resource Best Suited to Work on Case
What are the two steps for creating automated assignments?
- Create Matching Rule
2. Create an Assignment Rule from the Matching Rule
What are the different Resource Matching Methods? (4)
*Simple: (select resource from user list)
*Advanced: (filter conditions e.g role,group,skills,availability,workload)
*Scripted: (custom logic used)
:Selection Criteria: (matching rule with selected matching criteria in assignment workbench)
Where in the Application Navigator do you set-up Matching Rules?
Routing and Assignment -> Matching Rules
What 3 types of Criteria is available for the Assignment Workbench?
- Aggregate: (simple query as input-provide aggregate result, always return a set of users)
- Scripted: (scripted query-return list of Agents e.g availability, skills)
- Simple Match: (1 to 1 matching e.g time zone of Agent)
What is (define) a Work Item?
A single piece of work to be handled by an Agent from start to completion
What is (define) a Queue (work item queue)?
A work item queue stores a specific type of work item for a Service Channel (e.g VIP Customers, Critical Cases, Product etc)
What does AWA stand for?
Advanced Work Assignments
What is (define) Agent Capacity?
The maximum number of work items on a particular service channel that an Agent may actively work on at one time
What is (define) Overflow?
Specify pools of Agents eligible to receive overflow work assignments for a queue. (Group A full, auto pass on to Group B…)
What are the steps of setting up Advanced Work Assignments? (3)
1.Define Service Channel (What to route: object)
2.Define Queue (Where to route: Service Channel, routing rule, sorting work items, overflow strategy)
3,Define Assignment Rule (How to assign: assignment algorithm, skill requirements)
**(4)What does the Agent see (inbox card layout, user presence states)
What are the default User Presence states in AWA? (3)
Available (green bubble)
Away (yellow bubble)
Offline (grey bubble)
What does Agent Affinity do? (3)
It enhances AWA assignment process by adding Agents:
*Work history
*Related tasks (past assignments)
*Account team affinity (role/responsibility in Account)
to the assignment process
What SKU and plugin is needed for Agent Affinity?
- CSM Professional
* Agent Affinity plugin (com.glide.awa.agent_affinity)
Mention some benefits of Outsourced Customer Service feature? (3)
- Avoid siloes between SNow and 3 party system
- Avoid same Access level for external agents
- Avoid integration costs with outsourcers
When does Partner Accounts act as third party service provider?
Only if they are hired to resolve cases
Is Agent Workspace currently supported for Outsourced Customer Service?
No
What are the Outsourced Customer Service personas/roles? (3)
- Internal OSP Manager (sn_csm_osc.osp_int_manager)
- Exernal OSP Manager (sn_csm_osc.osp_ext_manager
- External OSP Agent (sn_csm_osc.osp_ext_agent))
What role Onboards and Offboards OSP Agents?
Exernal OSP Manager (sn_csm_osc.osp_ext_manager)
What plugins is required and activated when you activate Outsourced Customer Service? (2)
- Customer Service plugin (com.sn_customerservice)
* Service Contractor Base plugin (com.snc.outsourced_service_provider)
What Entities are available to define Outsourcing Criteria? (4)
- Account based
- Consumer based
- Asset based
- Sold Product base
- **You can only have 1 Outsourcing Criteria active for a OSP
Shall an OSP Agent create an Incident from a Case if needed?
No, OSP Agent should transfer it to an Internal Agent with good transfer notes.
What is the biggest benefit implementing Virtual Agent?
Users are able to get immediate help 24/7
How many NLU Service Providers can you choose per instance?
What NLU Service (Providers) does Virtual Agent support? (2)
- 1 SP per instance
* ServiceNow NLU and IBM Watson NLU service
Where in the platform do you enable NLU?
Collaboration->Virtual Agent->General Settings (enable NLU)
What does Predictive Intelligence deliver?
Predictions based on the inputs provided by the user
What Case Management decisions can Predictive Intelligence improve? (3)
Case Categorization
Case Assignment
Case Prioritization
How can Predictive Intelligence improve resolution on cases? (3)
Identify similar cases and KB´s
Guide Agents to propose Major Case
Eliminate high cost for configuring AI experiences
What capability can help to pinpoint factors driving up case volumes?
Customer Service Treding Topics
What do you need to configure to be able to create a Major Case from an Alert?
Create Proactive Case Rule
What would you say is the equivalent to CI in CSM?
Install Base Item
What plugin is needed for different languages on the instance and what is needed for automated translation by API? (2)
- i18 plugin (different one per language)
* 3rd party integration by API for automated translation
