Case Management

An implementation specialist is setting up Case Lifecycle Management and needs to configure state transitions so that a case cannot move directly from 'New' to 'Closed'. Where are these state transition rules defined in CSM?

A company requires that when a case is created with a specific product, a related problem record must be automatically created and linked to the case. Where should the administrator configure this automation?

A customer service manager wants to ensure that newly created cases are automatically assigned to the appropriate agent based on their skill set and current workload. Which feature should the administrator configure?

An agent needs to create a follow-up case that is related to an existing parent case, where the child case inherits specific account and product details. What is the standard UI action available on the Case form to accomplish this?

An agent is reviewing a case and wants to see all historical cases submitted by the same account. Where can the agent view this relationship natively on the Case form?

An organization uses Major Case Management and needs to automatically invite stakeholders to a major case meeting as soon as a major case is proposed. Which feature facilitates this capability?

A system administrator is configuring case creation channels and enables the ServiceNow Virtual Agent. Where can end-users interact with the Virtual Agent to deflect cases before submission?

A customer service supervisor wants to ensure that cases flagged with a 'High' priority have a target resolution time of 8 hours, regardless of the account tier. Which feature should be used to define this metric?

An implementation specialist needs to ensure that when a case reaches the 'Resolved' state, a mandatory satisfaction survey is automatically sent to the customer contact. How should this be configured?

Which TWO features are provided by the Major Case Management plugin? (Choose two.)

When configuring Case Resolution Workflows, what are THREE key considerations or components an administrator must account for? (Choose three.)

An implementation specialist is configuring Case Creation channels in CSM. Which THREE channels are supported natively out-of-the-box? (Choose three.)

An administrator is setting up Case Escalation rules. Which THREE methods or triggers can be used to escalate a case? (Choose three.)

Which TWO components are typically included in a CSM Case Playbook configuration? (Choose two.)

When linking a Case to a Problem record, what are THREE distinct benefits or behaviors enabled in CSM? (Choose three.)

A customer service manager wants to automatically assign incoming cases based on the agent's skillset matching the product associated with the case. Which ServiceNow feature should be configured to achieve this?

A customer service agent needs to escalate a complex case to a back-office team without losing the context of the current customer interaction. Which feature should the agent use to initiate this process while keeping the original case active?

A client wants to implement a custom case lifecycle where agents can move a case from 'Awaiting Info' directly to 'Cancelled', but only if the user has the 'sn_csm.manager' role. Where is the best place to configure this restriction?

An administrator is setting up Advanced Work Assignment (AWA) for CSM cases. Which THREE components must be configured to ensure cases are successfully routed to available agents using AWA? (Choose three.)

Which TWO actions can be performed from a Case record to initiate cross-functional collaboration in Customer Service Management? (Choose two.)

An organization utilizes CSM Case Categories and Subcategories. Which TWO statements are true regarding how category hierarchies affect case management configuration? (Choose two.)

When configuring Major Case Management, what is the impact of promoting a child case to a major case?

A customer service manager wants to ensure that cases created via Email are automatically assigned to the correct specialized team. Which configuration should be used to achieve this?

To enable case-to-problem linkage, which ServiceNow module must be active and properly configured to ensure that problem records can impact multiple related cases?

Which field on the Case form is mandatory to transition a case from 'New' to 'Work in Progress' using the default CSM workflow?

Where can an agent view the history of all communications sent and received for a specific case?

When using 'Case Templates', what is the primary benefit for an agent?

An organization wants to escalate cases automatically if they are not resolved within 24 hours. Which tool should be used?

When mapping a problem to a case, what happens if the 'Propagate updates' checkbox is selected?

Which mechanism is used to determine if a user has access to create a case on the Customer Service Portal?

If a case remains in the 'New' state despite assignment, which configuration area should be inspected first?

What is the purpose of the 'Case Task' in the CSM application?

When using 'Guided Decisions' in CSM, what are they designed to do?

Which role is the minimum required for a user to manage their own profile and cases on the portal?

Which tool in ServiceNow allows administrators to visualize the lifecycle of a case?

An agent needs to attach a Knowledge article to a case to help the customer. Where should the agent look?

If a customer service agent is unable to view the 'Major Case' tab on a case, what is the most likely cause?

What is the primary function of the 'Case Audit' history?

How can a customer provide feedback on a resolved case?

When a case is linked to a problem, what is the default behavior regarding the case's 'State' field when the problem is resolved?

Which state does a case go into after an agent has finished working on it and it is ready to be closed?

Which component manages the routing of incoming cases based on agent availability and skills?

When creating a new record producer for CSM, what is the best practice for capturing 'Customer' information?

What is the result of using a 'Case Template' on a case record?

Where can agents see the 'Case priority' calculated?

What is the purpose of the 'Additional comments' field?

Which of the following best describes the relationship between a 'Case' and a 'Service Contract'?

Which of the following is true regarding 'Case Escalation'?

What should an agent do if a case is misrouted to their team?

How are 'Assignment Rules' triggered in the CSM application?

Which of the following is a capability of 'Major Case Management'?

Which status indicates that a case is currently being worked on by an agent?

What is the advantage of using 'Record Producers' in the Service Portal?

Which TWO of the following are primary channels for creating a CSM case?

Which THREE of the following are valid ways to assign a case?

Which TWO of the following are key components of the CSM case lifecycle?

If an agent wants to view all cases associated with a specific account, where is the best place to find this information?

Which THREE of the following items can be included in a Case Template?

Which TWO of the following can trigger a Case notification?

Which THREE of the following are benefits of the Case-to-Problem linkage?

Which TWO of the following are valid ways for a customer to interact with a case?

Which THREE of the following are considered 'Work Channels' in CSM?

Which TWO of the following actions can a manager perform on a case?

Which THREE things must be true for a Case Assignment Rule to execute?

Which TWO of the following can be used to track case performance?

Which THREE actions are available when viewing a Case in the 'Major Case' context?

Which TWO tools help maintain data consistency in cases?

A company wants to allow customers to create cases via email. Where is the mapping between the incoming email headers and the case fields configured?

When utilizing Major Case Management, what happens to the child cases when a state change occurs on the primary Major Case?

Which path in the Navigator is used to define new Case Types?

Which TWO of the following are valid ways to create a Case in CSM?

An agent needs to escalate a case that is currently assigned to a group. Which tool provides the interface to track the escalation and define the 'Escalation Reason'?

When configuring the Assignment Workbench for CSM, what can you use to influence the agent selection process?

A customer service manager wants to ensure that when a case is created for a VIP account, the case is automatically assigned to a specific assignment group and a notification is sent to the group manager. The manager asks an implementation specialist to configure this behavior. Which TWO components are required to achieve this? (Choose two.)

A customer service agent is working on a case and needs to transfer the case to another agent who has specialized knowledge. The agent wants to ensure that the case history and all related information are preserved. Which action should the agent take?

A customer service agent is working on a case and needs to send a response to the customer that includes a personalized greeting, case details, and a resolution summary. The agent wants to ensure the email uses the correct customer name and case number automatically. Which feature should the agent use to compose this email?

A customer service manager at a telecommunications company wants to ensure that when a case is created for a customer with multiple active cases, the system automatically links the new case to the existing ones based on matching values in the 'Customer' and 'Product' fields. Which CSM feature should the manager configure to achieve this?

A customer service agent is working on a case and needs to add a comment that will be visible to the customer on the customer service portal. Which field should the agent use to ensure the comment is customer-visible?

A CSM implementation specialist is configuring the case resolution process. They need to ensure that when a case is resolved, certain actions occur automatically. Which TWO of the following are valid ways to trigger actions upon case resolution? (Choose two.)