Products/Assets/Entitlements

Question 1

What is a Product in CSM?

Answer 1

A type of goods or services that your company sells and supports

Question 2

What is a Product Model in CSM?

Answer 2

A specific version or configuration of a Product

They identify different types of products, such as a service, hardware, software, or consumables

Question 3

What is an Asset in CSM?

Answer 3

A specific product instance that is supported for a customer
- can have serial numbers or asset tag numbers
- can be allocated to individual accounts or to a contact within an account
- can also have associated support contracts

Question 4

What is an Install Base Item in CSM?

Answer 4

An install base item represents the instances that have been installed or provisioned for a customer
- for example dev and prod instances of ServiceNow

Question 5

What is a Sold product Item in CSM?

Answer 5

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

Question 6

To use the Service-aware Install Base features, what plugin needs to be activated?

Answer 6

Customer Service Install Base Management (com.snc.install_base) plugin

Question 7

What entities does Service-aware Install Base consist of? (3)

Answer 7

Sold Products
- products and services that have been sold to an account or a consumer

Installed Products
- provide information on the instances that a sold product is deployed on at an account or consumer

Install Base Items
- 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

Question 8

How does The Customer Service Management application use assets?

Answer 8

By using the existing ServiceNow Asset application with case specific fields

Question 9

What is an Entitlement in CSM?

Answer 9

They specify the level of service provided to customers

Question 10

Asset classes are defined to allow for logical grouping of assets. What asset classes are available? (5)

Answer 10

• Enterprise Software Asset
• Hardware
• Consumable
• License
• Facility

Question 11

Which of the following best describes how the CSM application uses the Asset table?

Answer 11

ServiceNow uses the same Asset table for both CSM and ITSM, however CSM has a different subset of fields

Question 12

Entitlements are counted using two types of units, which?

Answer 12

Hours
Cases

Question 13

The system administrator can create relationships with contacts from the Asset Contacts related list on the Asset form. When you create an asset contact relationship, you can select contacts from?

Answer 13

• The Account that the asset belongs to
• The Partner of the account that the asset belongs to
• Any contacts that is added to above accounts using Contact Relationships

Question 14

What is an Installed product in CSM?

Answer 14

Used to create an association between the Sold Products and the Install Base Items
- provides information about a sold product, such as how that product is deployed or installed