question: 1

Which of the following modules does Customer Service Management (CSM) in ServiceNow integrate with to create a seamless service experience?
A. Incident Management
B. Change Management
C. Project Management
D. Problem Management
✅ correct answer: A
🧠 explanation: CSM integrates with Incident Management to streamline customer service processes and efficiently resolve customer issues.

question: 2

What is the primary purpose of Case Management in CSM?
A. To manage customer feedback
B. To track customer service issues and resolve them
C. To assign customer service representatives
D. To manage the customer’s contact details
✅ correct answer: B
🧠 explanation: Case Management tracks and manages customer issues or requests to ensure that they are resolved in a timely and efficient manner.

question: 3

Which channel can be used in Omnichannel Support to communicate with customers in ServiceNow CSM?
A. Email
B. Chat
C. Phone
D. All of the above
✅ correct answer: D
🧠 explanation: Omnichannel Support enables communication with customers through multiple channels such as email, chat, and phone for a seamless experience.

question: 4

Which of the following features is essential for self-service in ServiceNow CSM?
A. Case Management
B. Service Catalog
C. Knowledge Management
D. Incident Management
✅ correct answer: C
🧠 explanation: Knowledge Management enables self-service, allowing customers to find solutions to their issues without needing to interact with a representative.

question: 5

What type of automation can be implemented to ensure timely case resolution in CSM?
A. Case assignment rules
B. Workflow and task automation
C. Escalation rules
D. All of the above
✅ correct answer: D
🧠 explanation: Automation in CSM can include case assignment rules, workflow automation, and escalation rules to ensure timely resolution of customer cases.

question: 6

How does ServiceNow CSM help in improving customer satisfaction?
A. By reducing case response time
B. By tracking customer complaints
C. By providing multiple communication channels
D. All of the above
✅ correct answer: D
🧠 explanation: ServiceNow CSM improves customer satisfaction by offering timely responses, enabling multiple communication channels, and effectively managing customer service cases.

question: 7

What is the purpose of Service Catalog in ServiceNow CSM?
A. To manage customer case resolutions
B. To offer customers a list of available services or requests
C. To monitor case SLAs
D. To track customer satisfaction scores
✅ correct answer: B
🧠 explanation: The Service Catalog provides customers with a list of available services or requests they can make, such as submitting a case or requesting a service.

question: 8

Which of the following actions can be automated in ServiceNow CSM?
A. Case creation
B. Case escalation
C. Task assignment
D. All of the above
✅ correct answer: D
🧠 explanation: Automation in CSM can streamline actions like case creation, escalation, and task assignment to enhance efficiency and consistency.

question: 9

What does the Knowledge Management module in CSM help with?
A. Resolving customer issues without agent involvement
B. Creating new cases
C. Monitoring agent performance
D. Scheduling customer appointments
✅ correct answer: A
🧠 explanation: Knowledge Management helps customers resolve issues independently by providing them with articles and solutions, thereby reducing the need for agent involvement.

question: 10

In CSM, what is the purpose of case resolution?
A. To monitor customer satisfaction
B. To provide solutions to customer issues
C. To escalate cases to higher priority
D. To open new cases for unresolved issues
✅ correct answer: B
🧠 explanation: The purpose of case resolution is to provide solutions to customer issues and close the case once the issue is resolved.

question: 11

What is SLA (Service Level Agreement) in ServiceNow CSM used for?
A. To define the terms of customer support
B. To track case resolution time
C. To ensure customer support is delivered within agreed timeframes
D. All of the above
✅ correct answer: D
🧠 explanation: SLAs define customer support terms, track case resolution times, and ensure that service is delivered within the agreed timeframes.

question: 12

Which of the following options is a best practice for configuring CSM workflows?
A. Automate case assignment based on priority and customer type
B. Allow manual handling of all tasks to increase flexibility
C. Use a single workflow for all customer service cases
D. Disable case escalations to reduce complexity
✅ correct answer: A
🧠 explanation: Automating case assignments based on priority and customer type helps streamline case handling and ensures quicker resolution.

question: 13

Which of the following is a feature of Omnichannel Support in ServiceNow CSM?
A. Support via chat, email, and phone
B. Integration with social media platforms
C. Support for video calls
D. All of the above
✅ correct answer: D
🧠 explanation: Omnichannel Support allows for customer interactions via chat, email, phone, and even social media for a seamless experience.

question: 14

What is the benefit of using Proactive Case Management in ServiceNow CSM?
A. Reduces customer case volume
B. Helps identify potential issues before they become major problems
C. Increases customer case resolution time
D. Tracks customer feedback
✅ correct answer: B
🧠 explanation: Proactive Case Management helps identify and resolve potential issues before they escalate into major problems, leading to a better customer experience.

question: 15

What type of reporting does ServiceNow CSM provide to monitor performance?
A. Performance Analytics Dashboards
B. Daily emails to agents
C. Customer satisfaction surveys
D. Ad-hoc report creation only
✅ correct answer: A
🧠 explanation: Performance Analytics Dashboards provide real-time reporting on CSM performance, including case resolution times, SLAs, and agent efficiency.

question: 16

Which of the following is a key component of CSM Case Management in ServiceNow?
A. Case Assignment Rules
B. Customer Profile Management
C. SLA Tracking
D. All of the above
✅ correct answer: D
🧠 explanation: CSM Case Management includes case assignment rules, customer profile management, and SLA tracking to ensure the smooth handling of cases and timely resolutions.

question: 17

What is the primary benefit of using Knowledge Articles in ServiceNow CSM?
A. They allow customers to create cases automatically
B. They help agents access solutions quickly
C. They provide self-service options for customers
D. Both B and C
✅ correct answer: D
🧠 explanation: Knowledge articles help both agents and customers by providing quick access to solutions and enabling self-service.

question: 18

What action can be triggered by case escalation rules in CSM?
A. Automatically assign the case to a higher-level support team
B. Close the case automatically
C. Notify the customer that their case is resolved
D. Restart the case from the beginning
✅ correct answer: A
🧠 explanation: Case escalation rules can automatically assign a case to a higher-level support team if the issue is not resolved within a specified time.

question: 19

Which role is typically responsible for configuring and managing CSM modules in ServiceNow?
A. System Administrator
B. Customer Service Manager
C. ServiceNow Developer
D. ServiceNow Business Analyst
✅ correct answer: A
🧠 explanation: A System Administrator typically configures and manages CSM modules in ServiceNow, ensuring proper setup and functionality.

question: 20

What is the primary function of ServiceNow’s Customer Service Portal?
A. To allow customers to track their case status
B. To allow customers to chat with agents
C. To allow customers to submit service requests and track cases
D. To view customer performance reports
✅ correct answer: C
🧠 explanation: The Customer Service Portal allows customers to submit service requests, track cases, and access relevant knowledge articles.

question: 21

What is the purpose of case priority in ServiceNow CSM?
A. To determine the SLA for the case
B. To define the severity of the case
C. To identify the customer’s preferred communication channel
D. To automatically assign the case to an agent
✅ correct answer: B
🧠 explanation: Case priority defines the severity of the case, helping determine the urgency of its resolution and manage workflows accordingly.

question: 22

Which feature in CSM is used to enable customers to find answers to their issues without the need for agent intervention?
A. Service Catalog
B. Knowledge Management
C. Case Management
D. Incident Management
✅ correct answer: B
🧠 explanation: Knowledge Management provides self-service articles and solutions, allowing customers to resolve issues independently without involving agents.

question: 23

In ServiceNow CSM, what is the purpose of case routing rules?
A. To automatically close cases after a certain period
B. To assign cases to the appropriate agent or team based on defined criteria
C. To escalate cases based on customer satisfaction levels
D. To monitor case SLAs
✅ correct answer: B
🧠 explanation: Case routing rules automatically assign cases to the right agent or team based on criteria like priority, customer type, and case category.

question: 24

What is the primary function of the Omnichannel feature in ServiceNow CSM?
A. To provide case resolution through a single communication channel
B. To allow communication with customers through multiple channels (chat, phone, email, etc.)
C. To integrate external social media channels with ServiceNow
D. To track customer satisfaction across channels
✅ correct answer: B
🧠 explanation: Omnichannel allows seamless communication with customers through multiple channels, such as chat, phone, and email, improving customer support accessibility.

question: 25

Which of the following is true about the Case Management module in CSM?
A. Cases are automatically assigned based on customer complaints
B. Case status is used to track progress and resolutions
C. Cases can only be opened by internal agents
D. Case history cannot be accessed once closed
✅ correct answer: B
🧠 explanation: Case status in Case Management tracks the progress of cases from open to closed, ensuring transparency and clear visibility of resolution status.

question: 26

What is the primary benefit of implementing automated workflows in ServiceNow CSM?
A. Reducing the need for customer feedback
B. Streamlining routine tasks and improving efficiency
C. Assigning customer issues to external service providers
D. Increasing the complexity of case management
✅ correct answer: B
🧠 explanation: Automated workflows streamline routine tasks such as case routing, assignment, and escalations, leading to improved efficiency and faster resolutions.

question: 27

In ServiceNow CSM, how can case escalations help improve customer service?
A. By automatically prioritizing all customer cases
B. By ensuring that unresolved cases are handled by higher-level agents or teams
C. By notifying customers of the case’s status
D. By resolving the case on behalf of the agent
✅ correct answer: B
🧠 explanation: Case escalations ensure that unresolved cases are handled by higher-level agents or teams to meet customer expectations and resolve issues quickly.

question: 28

What is the purpose of SLA definitions in ServiceNow CSM?
A. To track the number of cases handled by agents
B. To define the acceptable resolution times for customer service cases
C. To provide discounts based on service response times
D. To prioritize cases based on customer demographics
✅ correct answer: B
🧠 explanation: SLA definitions establish target resolution times for cases, ensuring customer service meets agreed-upon standards for timely resolutions.

question: 29

Which of the following is a benefit of using Performance Analytics in ServiceNow CSM?
A. Automating customer case creation
B. Tracking and measuring the efficiency of customer service operations
C. Providing customers with real-time case updates
D. Reducing case response time through artificial intelligence
✅ correct answer: B
🧠 explanation: Performance Analytics enables organizations to track and measure the efficiency of customer service operations, providing valuable insights for improvement.

question: 30

Which module is critical for creating customized workflows in ServiceNow CSM?
A. Service Catalog
B. Flow Designer
C. Knowledge Management
D. Case Management
✅ correct answer: B
🧠 explanation: Flow Designer is the tool used in ServiceNow CSM for creating and customizing workflows, automating tasks, and integrating processes across different modules.