Case Management

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

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?

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

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

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

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.)

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

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?

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

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

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

Which field on the Case form captures the customer's summary of the issue?

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?

Which THREE factors influence Advanced Work Assignment (AWA) routing?

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

Which THREE fields are commonly used to determine Case Priority?

When using the 'Case Resolution' feature, what determines the values available in the 'Close code' field?

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

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?

Which TWO actions occur automatically when a standard case is promoted to a Major Case? (Choose two.)

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

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

If an agent wants to ensure that a customer is notified when a work note is added to a case, which feature should they use?

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

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

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'?

An administrator is configuring a Case Create module where incoming emails automatically generate cases. They need to ensure that when an email reply is received for a closed case, a new case is automatically created instead of reopening the old one. Where should this behavior be configured?

A customer service manager wants to review cases that have been escalated by angry customers. Which module in CSM provides a centralized dashboard view of all escalated cases?

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

A company utilizes Case-to-Problem linkage. When a problem record linked to a parent case is resolved, the implementation specialist needs all associated child cases to automatically resolve as well. How should this requirement be achieved?

Which TWO items are included in the Case Lifecycle?

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

An agent is working on a complex case and realizes that multiple other customers are reporting the exact same service outage. The agent needs to elevate this incident to a major case. Which role is required to create and manage Major Cases?

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?

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

Which role is specifically required to create and manage Major Cases within the CSM application?

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 of the following roles are standard CSM roles?

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

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

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

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

Which component is required to enable Case-to-Problem linkage?

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

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

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?

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

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

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

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

Which TWO tools help maintain data consistency in cases?

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

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

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?

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

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

An implementation specialist is configuring Case Creation channels and needs to allow end-users to create cases via inbound emails. Which table must be monitored by the Inbound Email Actions to generate sn_customerservice_case records?

An implementation specialist is designing a Major Case Management (MCM) process. When a Major Case Candidate is promoted to a Major Case, the client wants all associated child cases to automatically inherit the work notes and resolution codes of the major case upon its closure. Which ServiceNow capability achieves this?

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?

Which THREE steps are involved in the standard Case Resolution workflow?

How can a customer provide feedback on a resolved case?

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

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

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

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?

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

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

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?

A CSM implementation requires that when a high-priority case is created, a Manager must be notified via SMS. Which feature should be configured to trigger this notification based on case priority?

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

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?

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

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

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

A customer service manager wants to track how long cases remain in the 'Awaiting Info' state before moving back to 'In Progress'. Which ServiceNow feature should be utilized to measure this specific duration?

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

An administrator needs to configure case creation so that cases submitted from the Consumer Portal automatically assign to a specific dedicated support queue. Where should this routing configuration be established?

An organization requires that when a case is linked to a problem record, any updates made to the problem work notes should automatically be copied to all linked cases. How should an administrator configure this relationship?

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?

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

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?

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

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

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

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

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

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

A company wants to hide specific case fields from external users on the portal while keeping them visible to internal agents. What is the most efficient way to achieve this?

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?

A customer service agent receives a case that requires input from a third-party vendor who does not have access to the ServiceNow instance. What is the standard CSM feature used to collaborate with external stakeholders via email?

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?

Where can agents see the 'Case priority' calculated?

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

Which TWO of the following can trigger a Case notification?

A customer submits a case through the Consumer Service Portal. The implementation specialist needs to ensure that cases created by consumers automatically populate the 'Account' field based on the consumer's household or primary account relationship. Where is this mapping typically established?

An agent is working on a case and needs to involve a back-office SME (Subject Matter Expert) from the IT department who does not have the CSM agent role. Which feature allows the agent to collaborate internally without exposing work notes to the customer?