General Flashcards
What are the default Case Types?
- Product
- Order
From where can Agents create Cases? (4)
(question came up in exam)
- The Customer Service Application
- Any associated entities (Account, Contract, Entitlement, Asset, etc.)
- A Chat Session
- An Interaction
From where can Customers create Cases? (4)
- The Customer Service Portal (csm)
- The Consumer Service Portal (csp)
- Via Virtual Agent
How can the ‘Order’ Case Type be activated?
By activating one of
- Customer Service Management Demo Data
- Customer Service Management for Orders plugin
(affects the creation path of cases, for example adds an interceptor)
What do blue circles in the Timeline of a case form represent?
(question came up in exam)
State change
What does the Activity lines above and below the timeline represent?
Case activities, including
- comments, information requests, close notes, email and phone calls
Agent activities - shown above the timeline
Customer - shown below
What are the associated entities, also called reference entities, in the Customer Service application? (4)
- Accounts
- Products
- Assets
- Service contracts
What Servicenow tool can you use to set up Customer Service Management in your instance?
Customer Service Management Guided Setup
What is a Contract in CSM?
A contract is a binding agreement between two parties
What is an Entitlement in CSM?
An entitlement defines the types of support that a customer receives and the supported communication channels for a customer
Special Handling Notes can apply to any of the following entities, based on specific attributes: (5)
- Cases
- Accounts
- Contacts
- Product Models
- Assets
What is required to enable the Follow the sun field on the Customer Service Case form?
- By setting the value of the property sn_customerservice.FTS_flag_enabled to true
- Configure the form layout to add this field to the Case form
What is required to synchronize fields from a parent to a child case(s)?
No change needed, parent updates child ootb
What are the Case states? (5)
- New
- Open
- Awaiting info
- Resolved
- Closed
Which channels are available out-of-box for Cases? (10)
- Chat
- Web
- Phone
- Self-service
- Walk-up
- Social
- Community
- Alert
- Virtual Agent
(some are plugins, i.e. social and Walk-up)
How, and when, are cases in Resolved state auto closed?
(similar question came up in exam)
Flow ‘Auto Close Resolved Cases’ closes the case after 10 days
This is NOT active by default
What states of a child case would cause parent - child case synchronization to fail? (3)
(similar question came up in exam)
By default, if the child case is in the
- Resolved
- Closed
- Cancelled state
Which fields are required to fill in the Resolution information tab in order to close a case?
(similar question came up in exam)
Resolution code
Resolution notes
(Cause not mandatory)
Customer Service Agents (sn_customerservice_agent) are responsible for which tasks?
(similar question came up in exam)
- Assist customer with questions, issues and problems
- Escalate cases
- Propose major cases
- Create, view, edit and work on cases
What are features of Customer Service Management?
(question came up in exam)
- Service Entitlements
- Real-time SLAs
- Service Contracts
- Skills-based routing
In the ‘Action Status’ column on a case list, what does a blue indicator dot mean?
(question came up in exam)
Needs attention
What state is a Case set to when a customer reject the resolution?
(question came up in exam)
Open
What is the purpose of using Special Handling Notes?
(question came up in exam)
To bring important information about individual records to the user’s attention
