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Service > Foundation Data > Flashcards

Foundation Data Flashcards

1
Q

What does CSM stand for in the context of ServiceNow?
a) Customer Satisfaction Metrics
b) Customer Service Management
c) Client Support Module
d) Centralized Service Mechanism

A

b) Customer Service Management

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2
Q

Which of the following is NOT a primary goal of CSM?
a) Improving customer satisfaction
b) Increasing service efficiency
c) Reducing customer engagement
d) Enhancing service quality

A

c) Reducing customer engagement

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3
Q

In CSM, what is the purpose of a Service Catalog?
a) To list customer complaints
b) To track employee attendance
c) To request and fulfill services
d) To schedule meetings

A

c) To request and fulfill services

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4
Q

What role does a Customer Service Representative (CSR) typically play in CSM?
a) Handling technical issues
b) Managing financial transactions
c) Developing software solutions
d) Interacting with customers to resolve issues

A

d) Interacting with customers to resolve issues

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5
Q

Which ITIL process is closely related to CSM?
a) Problem Management
b) Change Management
c) Incident Management
d) Release Management

A

c) Incident Management

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6
Q

What is the primary function of a Knowledge Base in CSM?
a) Tracking customer orders
b) Storing information for reference
c) Calculating service costs
d) Generating sales reports

A

b) Storing information for reference

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7
Q

What does SLA stand for in the context of CSM?
a) Service Level Agreement
b) Service Launch Announcement
c) Service Lifecycle Assessment
d) Support Level Adjustment

A

a) Service Level Agreement

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8
Q

How does CSM benefit from integrating with other ITSM processes?
a) It reduces the need for training
b) It simplifies reporting
c) It improves service delivery
d) It increases customer wait times

A

c) It improves service delivery

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9
Q

Which of the following is NOT a common communication channel in CSM?
a) Email
b) Phone
c) Fax
d) Smoke signals

A

d) Smoke signals

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10
Q

What is the purpose of a Service Desk in CSM?
a) To sell products
b) To provide technical support
c) To conduct market research
d) To manage employee payroll

A

b) To provide technical support

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11
Q

What role does automation play in CSM?
a) It increases manual work
b) It decreases efficiency
c) It streamlines processes
d) It confuses customers

A

c) It streamlines processes

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12
Q

Which CSM component focuses on capturing and analyzing customer feedback?
a) Incident Management
b) Problem Management
c) Customer Feedback Management
d) Change Management

A

c) Customer Feedback Management

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13
Q

What is the primary objective of Incident Management in CSM?
a) To prevent incidents
b) To classify incidents
c) To resolve incidents quickly
d) To ignore incidents

A

c) To resolve incidents quickly

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14
Q

How does CSM contribute to customer retention?
a) By increasing service costs
b) By providing poor quality service
c) By improving customer experience
d) By ignoring customer complaints

A

c) By improving customer experience

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15
Q

What role does reporting and analytics play in CSM?
a) It’s unnecessary
b) It helps track performance
c) It slows down processes
d) It confuses management

A

b) It helps track performance

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16
Q

Which of the following is a benefit of self-service portals in CSM?
a) They increase agent workload
b) They decrease customer satisfaction
c) They empower customers
d) They require additional training

A

c) They empower customers

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17
Q

What is the purpose of a Service Level Agreement (SLA) in CSM?
a) To define expected service levels
b) To confuse customers
c) To limit customer access
d) To increase service costs

A

a) To define expected service levels

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18
Q

In CSM, what is the primary function of a Case Management system?
a) To manage customer cases
b) To manage employee payroll
c) To schedule meetings
d) To track product inventory

A

a) To manage customer cases

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19
Q

Which of the following is NOT a typical feature of CSM software?
a) Ticketing system
b) Knowledge Base
c) Social media management
d) Recipe book

A

d) Recipe book

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20
Q

What is an account?

A

An account is a supported external customer.

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21
Q

What is a contact?

A

A contact is a user who is an employee of an account.

22
Q

What are consumers?

A

Person who purchases goods and services for personal use.

23
Q

What are Partners?

A

A partner can be a supported external customer that, in turn, sells to and supports one or more customers.

24
Q

What are products?

A

Products are goods or services a company sells to, and supports for, their customers.

25
Q

What are Product Models?

A

A product model is a specific version or configuration of a product.

26
Q

What’s an Asset?

A

An asset is a specific product instance that is supported for a customer.

27
Q

What is an install base item?

A

An install base item is any configuration item that has been made accessible to customers.

28
Q

What are Sold Product?

A

Products and services that have been sold to an account or a consumer.

29
Q

What is a contract?

A

A contract is a binding agreement between two parties.

30
Q

What is an entitlement?

A

An entitlement defines the types of support that a customer receives and the supported communication channels for a customer.

31
Q

What are the different CMS business Models to support business needs?

A

Business-to-Business (B2B)
Business-to-Consumer (B2C)
Internal use cases
A mixture of the above

32
Q

What is a Business-to-consumer (B2C) business model?

A

It is a model where companies sell products and/or services directly to individual consumers.

33
Q

What is a Business-to-business (B2B) business model?

A

It is a business model where commercial transactions are conducted between two or more companies.

34
Q

What is a Business-to-Business-to-Consumer (B2B2C) business model?

A

It is a business model which can be used to support employees of a business customer or end consumers of a business customer.

35
Q

What are the roles required to create a consumer record csm_consumer table?

A

Consumer Agent: sn_customerservice.consumer_agent
Customer Service Manager: sn_customerservice_manager
System Administrator: admin

36
Q

What data is stored in the csm_consumer_user table?

A

Stores consumer registration records that are created when consumers complete the self-registration process from the Consumer Service Portal. This table extends the Users [sys_user] table.

37
Q

What is Household Entity?

A

A group of consumers that usually share a common address and use services as a group.

38
Q

Which table holds the customer information?

A

customer_account - It extends the core_company table

39
Q

What roles required to create and account?

A

Customer Service Manager [sn_customerservice_manager]
System Administrator [admin]

sn_customerservice.customer_admin

40
Q

What is a product portfolio?

A

It comprises of all the products an organization has to offer.

A product portfolio may comprise of different categories of products, different product lines, and finally the individual product itself. Management is needed on all three levels of a product portfolio.

41
Q

What is a product?

A

A product is a physical or digital good or services a company sells to and support for their customers.

42
Q

What’s an Asset?

A

An asset is a specific product instance that is supported for a customer. It typically have a unique identifier (e.g., Asset tag#, Serial #, etc.).

43
Q

How do you create an asset record for a specific instance of a product?

A

navigate to Customer Service > Products > Assets.

44
Q

How do you create a new product model?

A

navigate to Customer Service > Products > Product Models.

45
Q

What are the five asset classes used to group assets?

A

Hardware Assets [alm_hardware]
Software License Assets [alm_license]
Consumables [alm_consumable]
Enterprise Software Assets [alm_application_software]
Facility Assets [alm_facility]

46
Q

How do you identify Products not purchased or deploy by customers?

A

They are identified with the shopping cart

47
Q

What is the required plugin to use Service-aware install based features?

A

com.snc.install_base

48
Q

What are installed products?

A

Installed Products provide information on the instances that a sold product is deployed on at an account or consumer. Sold Product can have many installed product records based on number of instances in use.

49
Q

What are install base items?

A

Install Base Items are configuration items accessible to customers, refers to an application service CI for SaaS products, and used to track instances that have been provisioned for an account or consumer.

50
Q

Account and partner contacts can see all of the assets related to an account. In order to control access to an asset, you can:

A
  • Create an asset contact relationship.
  • Assign the asset to one or more contacts.
  • Enable the associated property to restrict access to the asset information to the assigned contacts.
51
Q

What can be used to prevent Account and partner contacts from seeing all of the assets related to an account.

A

sn_customerservice.use_asset_contact_relationship

system property to restrict asset access based on contacts assigned to the assets. When the property is enabled, following access is limited from the customer portal

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