CSM Fundamentals Day 1

It is an external account that, in turn, sells to and supports one or more customers

Provides a sequence of tasks and checklist that help administrators configure

It has specific features or components which determine the agents best qualified to provide support

They are more suited to one particular industry

The Consumer User [csm_consumer_user] table extends the table…

If this plugin is active, the system would consider Sold Product in the Entitlement

Account [customer_account] extends the table…

An account can have multiple types of addresses that can be reused

What is NOT true about Scoped Applications?

It defines the types of support that a customer receives and the supported communication channels for a customer

The property to restrict asset access based on contacts assigned to the assets

Can a Partner take part in the fulfillment of a Case?

If Flowcast is partner of Shark, Shark is ??? of Flowcast

Which is not an Asset Class?

An example of Industry Data Model:

The Customer Service Management application uses the existing ServiceNow Asset application

An Account may be a ... (choose 2):

Business Models

What role allows agents to create and update incidents, problems, changes and CIs from within a case?

It can be allocated to an individual consumer or an account contact