CSM - 411 Construction Safety Osha-30 Exam
Questions With Verified Answers Latest 202341/2025
Which of the following is incorrect regarding Agent Workspace for CSM?
Agents can use Agent Workspace or the traditional UI view of cases, not both
Agent Workspace provides an integrated and intuitive user experience
Agents can handle both real-time calls and chats via Agent Workspace
Configuration for Agent Workspace depends on which plugins you have enabled -
ANSWERAgents can use Agent Workspace or the traditional UI view of cases, not
both
When agent requires some information from the customer to help his solve the case,
the case state is: - ANSWERAwaiting Info
Which of these is not a ServiceNow CSM integration capability:
- REST Message
- CAN Message
- Import Sets
- Table API - ANSWERCAN Message
Regarding Account Teams, if the responsibility is defined as unique, then adding
duplicate responsibilities to the same account is... - ANSWER... not allowed
How many active OpenFrame configurations can you have on an instance? -
ANSWERUnlimited
Access to knowledge base or articles can be restricted based on customer's assets
and the product models using which of the following - SELECT 2
e. ACL
f. User Criteria
g. Knowledge Product Entitlements
h. None of the above - ANSWERUser Criteria and Knowledge Product Entitlement
What should be part of the pre-engagement collateral?
• Scoping Guide
• Frequently Asked Questions (FAQ)
• Customer Service Roles template
• Stock Keeping Unit (SKU) and pricing sheet - ANSWERScoping Guide
What is the equivalent of NOT selecting any group, when configuring multiple active
configurations of OpenFrame?
• Selecting none of the groups
, • Selecting all of the groups
• Misconfigured
• Missing Configuration - ANSWERSelecting all of the groups
Which plugin enables the support chat as one of the communication channels
between a customer and a customer support agent?
• CSM Chat plugin
• Connect Chat plugin
• No plugin required. Feature is available with CSM
• Connect plugin - ANSWERno plugin required. Feature is available with CSM
One of the conditions that matching rules are based on is?
• Assignment
• Agent Domain
• Switching
• Case Attributes - ANSWERCase Attributes
(not included) Agent Resources
Which one of the following prerequisite for any OpenFrame implementation?
• Inbound Email Configuration
• CTI
• Notify
• Connect - ANSWERCTI
What are some benefits that Knowledge Product Entitlement provide? Select 3 that
apply.
o Reduce call volume
o Makes it easier for Agents to manage case volume
o Allows access to Knowledge Articles that are related to products owned by a
customer
o Information about a customer's service contract - ANSWERo Reduce call volume
o Makes it easier for Agents to manage case volume
o Allows access to Knowledge Articles that are related to products owned by a
customer
When a new case is opened by an agent using the Customer Support Portal what is
the default value in the Channel field? (I think this is Web, Brian thought differently)
• Portal
• Phone
• Web
• Email - ANSWERNot sure yet
13. The Community is only available to customers with Customer Service
Management Servicenow Licenses.
a. Yes
b. no - ANSWERYes
Questions With Verified Answers Latest 202341/2025
Which of the following is incorrect regarding Agent Workspace for CSM?
Agents can use Agent Workspace or the traditional UI view of cases, not both
Agent Workspace provides an integrated and intuitive user experience
Agents can handle both real-time calls and chats via Agent Workspace
Configuration for Agent Workspace depends on which plugins you have enabled -
ANSWERAgents can use Agent Workspace or the traditional UI view of cases, not
both
When agent requires some information from the customer to help his solve the case,
the case state is: - ANSWERAwaiting Info
Which of these is not a ServiceNow CSM integration capability:
- REST Message
- CAN Message
- Import Sets
- Table API - ANSWERCAN Message
Regarding Account Teams, if the responsibility is defined as unique, then adding
duplicate responsibilities to the same account is... - ANSWER... not allowed
How many active OpenFrame configurations can you have on an instance? -
ANSWERUnlimited
Access to knowledge base or articles can be restricted based on customer's assets
and the product models using which of the following - SELECT 2
e. ACL
f. User Criteria
g. Knowledge Product Entitlements
h. None of the above - ANSWERUser Criteria and Knowledge Product Entitlement
What should be part of the pre-engagement collateral?
• Scoping Guide
• Frequently Asked Questions (FAQ)
• Customer Service Roles template
• Stock Keeping Unit (SKU) and pricing sheet - ANSWERScoping Guide
What is the equivalent of NOT selecting any group, when configuring multiple active
configurations of OpenFrame?
• Selecting none of the groups
, • Selecting all of the groups
• Misconfigured
• Missing Configuration - ANSWERSelecting all of the groups
Which plugin enables the support chat as one of the communication channels
between a customer and a customer support agent?
• CSM Chat plugin
• Connect Chat plugin
• No plugin required. Feature is available with CSM
• Connect plugin - ANSWERno plugin required. Feature is available with CSM
One of the conditions that matching rules are based on is?
• Assignment
• Agent Domain
• Switching
• Case Attributes - ANSWERCase Attributes
(not included) Agent Resources
Which one of the following prerequisite for any OpenFrame implementation?
• Inbound Email Configuration
• CTI
• Notify
• Connect - ANSWERCTI
What are some benefits that Knowledge Product Entitlement provide? Select 3 that
apply.
o Reduce call volume
o Makes it easier for Agents to manage case volume
o Allows access to Knowledge Articles that are related to products owned by a
customer
o Information about a customer's service contract - ANSWERo Reduce call volume
o Makes it easier for Agents to manage case volume
o Allows access to Knowledge Articles that are related to products owned by a
customer
When a new case is opened by an agent using the Customer Support Portal what is
the default value in the Channel field? (I think this is Web, Brian thought differently)
• Portal
• Phone
• Web
• Email - ANSWERNot sure yet
13. The Community is only available to customers with Customer Service
Management Servicenow Licenses.
a. Yes
b. no - ANSWERYes
