What criteria can be used to determine when a new inbound case should be opened?

1. A. When a new customer is created
2. B. When an internal problem occurs
3. C. When a customer has a question or issue to resolve
4. D. When we have new marketing material for a customer

Correct Answer: C

Which ServiceNow products can be integrated out-of-the-box with CSM? Choose 3 answers

1. A. Risk Wana9emenI
2. B. ITOM Event Management
3. C. DevOps
4. D. Financial Management
5. E. Strategic Portfolio Management

Correct Answer: BDE
https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/integrate-csm-other- applics.html

Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)

1. A. Apply Role by Customer
2. B. Auto Assessment
3. C. Change Update to Close
4. D. Update Case Entitlement

Correct Answer: BD
Source: https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service- management/reference/r_BRIWCustomerService.html

In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)

1. A. Blocked by approval
2. B. Blocked by case task
3. C. Blocked internally and by customer
4. D. Blocked by internally

Correct Answer: CD

Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)

1. A. Escalate a case on the add-m panel of Outlook
2. B. Register the sender of an email as contact
3. C. As the Microsoft Outlook user, register yourself as self-contributor
4. D. Create cases using email content in Outlook for the customer contact

Correct Answer: BD