Plugins Flashcards
What functions can be completed when using the Field Service Management Application on a mobile device offline? (11)
- Execute tasks assigned to you at the task location
- View knowledge articles
- Track asset usage
- Record an incidental expense
- Create a work order task
- Pause work order tasks
- Create a part requirement
- Complete work orders and work order tasks
- Complete work orders and work order tasks
- Log incidentals
- Complete questionnaire
What application allows you to use Guided Decisions in ServiceNow?
Guided Decisions Experience Application
Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?
Case Spotlight
“Use Spotlight to identify and rank records of interest based on multiple weighted criteria”
Which application must be activated to enable customers to check in on-line for future appointments?
Walk-Up Experience
Customer Service Management provides integrations with what applications? (13)
- Request, Incident, Problem, and Change Management
- Service Portfolio Management
- Continual Improvement Management
- Field Service Management
- ITOM Event Management
- Customer Project Management
- Financial Management
- Adobe Experience Manager
- Computer Telephony Integration (CTI)
- Microsoft Outlook
- Process Optimization
- Safe Workplace applications, such as Employee Health Screening
- Consumer messaging apps, including WhatsApp, Google Business Messages, and - Facebook Messenger
What feature does the Product Model and Catalog Items Relationship plugin enable for a, service provider and b, customers?
a, for Service providers
- provide a contextual Service Catalog based on the subscribed services
b, for Customers
- request additional items related to subscribed services
When the Customer Service with Service Portfolio Management integration is activated, which entities can be associated to Service Offerings?
Sold Products
Product Models
Which social media channels are available out-of-box? (2)
You can implement any of them, but none are set up by default
A customer service agent creates which record from the case form to have work performed at the customers’ premises:
Work Order
When the Customer Service with Service Portfolio Management integration is activated, which entities can be associated to Service Oferings?
Sold Products
Product Models
When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?
Allows access to kb’s that are related to products owned by a customer
What allows the implementation of phases and tasks to meet performance goals, track progress, and measure success?
Continual Improvement Management
To which recipientes can targeted communications (publications) be sent?(4)
- Internal Users
- Contacts
- Accounts
- Consumers
What do the Product Support Complaints and Onboarding case playbooks have in common?
Built on the CSM data model and case management feature
What is a limitation regarding synchronization between a case and its associated work order?
(similar question came up in exam)
If information changes on the Case form, it is not updated on the Work Order form
Which one is NOT a dependency for the Customer Service Plugin?
- Task Activites
- Skills Management
- Openframe
- Communities
Communities
What advantages can be gained by working with the outsourced service providers (OSPs)? (3)
- Cost savings
- Increase support coverages
- Access to skilled expertise
Which ServiceNow applications can be integrated out of the box with CSM? (13)
- Service Management
- Service Portfolio Management
- Continual Improvement Management
- Field Service Management
- IT Operations Management
- Customer Project Management
- Financial Management
- Adobe Experience Management
- Computer Telephony Integration (CTI)
- Microsoft Outlook
- Safe Workplace applications
- Consumer messaging apps
- Process Mining for Customer Service Management
Which ore-integrated chat conversation experiences are available for consumers and customer contacts? (4)
- Line
- Facebook Messenger
- Zoom chat
How many plugins are installed when installing Customer Service Management?
(similar question came up in exam)
Several other plugins are installed
