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CSM ServiceNow Fund & Implement > CSM Implementation Customer Service Operations > Flashcards

CSM Implementation Customer Service Operations Flashcards

1
Q

How many outgoing and how many incoming email accounts are supported per instance?

A

Multiple incoming email accounts but only 1 outgoing

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2
Q

Is it possible by email, to create a case for a user not in the system?

A

Yes

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3
Q

Where in the system do you manage channel configuration to associate any of the incoming email addresses with a specific product?

A

Customer Service -> Administration -> Channels

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4
Q

3 examples of email channel flows?

A
  • Create case via email (OOB with CSM plugin)
  • Update case ( VIA REPLY OOB with CSM plugin)
  • Accept or Reject Case Solution
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5
Q

What do you use Inbound email flows for and mention one big benefit with it? (2)

A
  • Create email-related business processes
  • Business Managers can define inbound email flows without having to depend on Developers or Admins to write complex scripts
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6
Q

Which has the highest execution order of Inbound Email Flow or Inbound Action?

A

Inbound Email Flow (if an Email Flow executes, it prevents execution of Inbound actions)

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7
Q

Where in the system do you create Inbound Email Flows and what role(s) are required?

A
  • Customer Service -> Flow Designer -> Inbound Email Flows

* admin or sn_customerservice_manager (role)

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8
Q

What steps are required to enable NLU? (2 - plugins & action)

A
  1. Install Virtual Agent plugin -> Ensure CSM pluign is installed -> install Virtual Agent Conversation plugin
  2. in menu choose: Collaboration -> Virtual Agent -> General Settings: “Enable NLU in Virtual Agent”
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9
Q

What SKU/license does Proactive Customer Service Operations demand?

A

CSM Professional

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10
Q

What are the 3 main components of Proactive Customer Service Operations?

A
  1. Service Monitoring (monitor health of product/services)
  2. Service-aware install base (Track configurations of services deployed)
  3. Proactive Case (Proactivly trigger Case flows)
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11
Q

What are the 5 severitys on Alerts and what priority does the related Case receive?

A
  1. Critical (Critical)
  2. Major (High)
  3. Minor (Moderate)
  4. Warning (Low)
  5. Info (Low)
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12
Q

what is an Outage?

A

Refers to a time period that a service delivering value to a customer is unavailable or experience performance issues

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13
Q

What type of outages are there? (3)

A
  • 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)
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14
Q

What fields need to be mapped in Event Managemnt to CSM to see service health status for an installed base item? (3)

A

EvM CSM
Business Service -> Service Context
Element Identifier -> Configuration Item
Severity -> Health Status

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15
Q

What tables are used for mapping in Service Health Management? (2)

A
  • em_impact_status table (Event Management)

* sn_install_base_item table (CSM)

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16
Q

Customer Project Management provides an integration of two applications OOB, which?

A

Customer Service Management

Project and Portfolio Management

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17
Q

What are the OOB key capabilities in integration between CSM and PPM applications? (3)

A
  • Data Model changes
  • UI & business logic changes
  • Portal changes
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18
Q

What personas (roles) is CSM / PPM integration related? (4)

A

*Customer Project manager
*Project Stakeholder
*Customer Service Agent
*Customer
(sn_customerservice_xxxx)

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19
Q

What are the OOB Case Types? (3)

A
  • Product: Issue/question for existing product
  • Order: Issue/question for existing order
  • Custom: Create/configure different types of customer service case (plugin needed)
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20
Q

What needs to be done to be able to create custom Case types?

A

Install Customer Service Case Types plugin (Sys Admin) to activate (Customer Service->)Case Types module in the Application Navigator

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21
Q

What tasks does the Sys Admin perform to create and configure a new Case Type? (3)

A
  • 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
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22
Q

Where do you manage settings & configuration for a Case Type?

A

Case Type form

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23
Q

What plugin provides the Create Case UI action to create a Base Case?

A

Customer Service plugin

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24
Q

What plugin provides the Create Case UI action to create Case based on selected Case Type?

A

Customer Service Case Types plugin

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25
Q

Is it recommended to configure Create Case UI action for Base Case and Case Type?

A

No, only configure one to avoid confusion is recommended

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26
Q

When you have one single & standardized CS process, what Case type is recommended?

A

Use simple: Case

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27
Q

What Case type is recommended if you have multiple CS processes and they use different sets of attributes and flows?

A

Use: Case Types

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28
Q

Case table extends what table?

A

Task table

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29
Q

Case Types are implemented as extension tables of ______ table

A

Case

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30
Q

The capability that is at the lowest level of the capability map and does not have any child is called?

A

Leaf level

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31
Q

Regarding Case Type Hierarchy, what level should be visible/presented to the user?

A

Leaf level

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32
Q

Mention some benefit with Scoped Applications? (5)

A
  • Isolation of an application
  • Enhanced security
  • Lean deployment process
  • More control of forms, scripts and fields
  • New application menu, modules and list of records
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33
Q

What Form Views does Agent Workspace support? (2)

A
  • Workspace (CSM & ITSM)

* CSM Workspace (specific CSM)

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34
Q

In CSM Workspace, mention some items requiring configuration? (7)

A 
Forms
UI Actions
Client Scripts
UI policies
Form Header
Ribbon
Workspace settings
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35
Q

What plugins are needed for CSM Agent Workspace? (2)

A 
Agent Workspace (com.agent_workspace)
CSM Workspace (com.snc.agent_workspace.csm)
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36
Q

What are the Workspace roles? (4)

A
  • workspace_admin (Workspace Administrator)
  • workspace_list_admin (WS List Administrator)
  • agent_workspace_user (Workspace Agent)
  • workspace_user (Workspace User, only internal)
37
Q

You can set-up shortcuts in Agent Workspace for agents, what are those called?

A

(Chat) Quick Actions

38
Q

What role is required for using the Chat Quick Actions?

A

quickactions_user

39
Q

As of the New York release, Quick Actions replaced _________ in Agent Workspace?

A

Connect Actions

40
Q

What are Response Templates?

A

Reusable messages that can be copied to Case or Task forms to provide quick messages to customers

41
Q

What Plugin and role(s) are needed for creating Response Templates?

A

*com.sn_templated_snip
*Admin or sn_customerservice_agent to allocate one of these:
Response Template Admin
Response Template Writer
Response Template Reader

42
Q

What are Ribbons?

A

Ribbons provide contextual info about the record displayed in the form

43
Q

Does Ribbons display be default and what are they associated to?

A
  • No

* associated with Tables (only one ribbon per table)

44
Q

What tables can you create Ribbons for?

A

Tables that extends Case (sn_customerservice_case) table

45
Q

What are Customer Service Case Digests doing and what two types are there?

A

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
46
Q

What does Customer Central provide for Agents and what two types of views are displayed on the interaction record?

A

All the information about the customer in one place

  • Customer Information
  • Customer Activity
47
Q

What are the 3 OOB playbooks for CSM?

A

Product Support (Process orchestration)
Onboarding (Agent experience)
Complaints Customer experience)
**must be purchased in SNow Store

48
Q

What is the CSM playbook built on?

A

CSM Data Model and Case Management features

49
Q

What Platform feature is used to create (diffrent) Playbooks?

A

Process Automation Designer

50
Q

What is Guided Decisions feature doing?

A

Dynamically guide Agents to resolve complex cases

51
Q

What plugin is needed to use Guided Decisions?

A

Guided Desicions for Playbook in Workspace plugin

52
Q

What is the multi-step process consisting of a series of questions, answers and guidance in Guided Decision called?

A

Decision Tree

53
Q

Who are the Personas in Guided Decisions? (5)

A
  • 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)
54
Q

What feature enables CS Managers to assign tasks to agents via configurable criteria and what are the criteria´s (3)?

A
  • Assignment Workbench
  • Skills (matching)
  • Availability (today)
  • Assigned Cases
55
Q

How does ranking in Assignment Workbench work?

A

Agents are ranked based on total value, highest number earning highest ranking.

56
Q

The default configuration for Assignment Workbench uses what matching rule?

A

Recommendation for Case Assignment (matching rule)

57
Q

What types of criteria is used by default for the Recommendation for Case Assignment matching rule? (5)

A
  • Availability Today
  • Matching Skills
  • Matching Skills-Mandatory Skills Support
  • Assigned Cases
  • Last Assigned
58
Q

Matching Rules are based on on two defined sets of conditions, which are?

A
  • Specific Case Attributes (e.g Account,Contract, Entitlement,Product)
  • Agent Resource Best Suited to Work on Case
59
Q

What are the two steps for creating automated assignments?

A
  1. Create Matching Rule

2. Create an Assignment Rule from the Matching Rule

60
Q

What are the different Resource Matching Methods? (4)

A

*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)

61
Q

Where in the Application Navigator do you set-up Matching Rules?

A

Routing and Assignment -> Matching Rules

62
Q

What 3 types of Criteria is available for the Assignment Workbench?

A
  • 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)
63
Q

What is (define) a Work Item?

A

A single piece of work to be handled by an Agent from start to completion

64
Q

What is (define) a Queue (work item queue)?

A

A work item queue stores a specific type of work item for a Service Channel (e.g VIP Customers, Critical Cases, Product etc)

65
Q

What does AWA stand for?

A

Advanced Work Assignments

66
Q

What is (define) Agent Capacity?

A

The maximum number of work items on a particular service channel that an Agent may actively work on at one time

67
Q

What is (define) Overflow?

A

Specify pools of Agents eligible to receive overflow work assignments for a queue. (Group A full, auto pass on to Group B…)

68
Q

What are the steps of setting up Advanced Work Assignments? (3)

A

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)

69
Q

What are the default User Presence states in AWA? (3)

A

Available (green bubble)
Away (yellow bubble)
Offline (grey bubble)

70
Q

What does Agent Affinity do? (3)

A

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

71
Q

What SKU and plugin is needed for Agent Affinity?

A
  • CSM Professional

* Agent Affinity plugin (com.glide.awa.agent_affinity)

72
Q

Mention some benefits of Outsourced Customer Service feature? (3)

A
  • Avoid siloes between SNow and 3 party system
  • Avoid same Access level for external agents
  • Avoid integration costs with outsourcers
73
Q

When does Partner Accounts act as third party service provider?

A

Only if they are hired to resolve cases

74
Q

Is Agent Workspace currently supported for Outsourced Customer Service?

A

No

75
Q

What are the Outsourced Customer Service personas/roles? (3)

A
  • 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))
76
Q

What role Onboards and Offboards OSP Agents?

A

Exernal OSP Manager (sn_csm_osc.osp_ext_manager)

77
Q

What plugins is required and activated when you activate Outsourced Customer Service? (2)

A
  • Customer Service plugin (com.sn_customerservice)

* Service Contractor Base plugin (com.snc.outsourced_service_provider)

78
Q

What Entities are available to define Outsourcing Criteria? (4)

A
  • Account based
  • Consumer based
  • Asset based
  • Sold Product base
  • **You can only have 1 Outsourcing Criteria active for a OSP
79
Q

Shall an OSP Agent create an Incident from a Case if needed?

A

No, OSP Agent should transfer it to an Internal Agent with good transfer notes.

80
Q

What is the biggest benefit implementing Virtual Agent?

A

Users are able to get immediate help 24/7

81
Q

How many NLU Service Providers can you choose per instance?

What NLU Service (Providers) does Virtual Agent support? (2)

A
  • 1 SP per instance

* ServiceNow NLU and IBM Watson NLU service

82
Q

Where in the platform do you enable NLU?

A

Collaboration->Virtual Agent->General Settings (enable NLU)

83
Q

What does Predictive Intelligence deliver?

A

Predictions based on the inputs provided by the user

84
Q

What Case Management decisions can Predictive Intelligence improve? (3)

A

Case Categorization
Case Assignment
Case Prioritization

85
Q

How can Predictive Intelligence improve resolution on cases? (3)

A

Identify similar cases and KB´s
Guide Agents to propose Major Case
Eliminate high cost for configuring AI experiences

86
Q

What capability can help to pinpoint factors driving up case volumes?

A

Customer Service Treding Topics

87
Q

What do you need to configure to be able to create a Major Case from an Alert?

A

Create Proactive Case Rule

88
Q

What would you say is the equivalent to CI in CSM?

A

Install Base Item

89
Q

What plugin is needed for different languages on the instance and what is needed for automated translation by API? (2)

A
  • i18 plugin (different one per language)

* 3rd party integration by API for automated translation

CSM ServiceNow Fund & Implement (9 decks)

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