Which methodology is used by ServiceNow to manage Customer Service Management implementation projects?
Now Create
What are common types of application record data that are imported during a CSM data migration?
- Knowledge Article
- Core master data
- Cases
- Attachments for Case and KBs
During which Now Create stage are workshops conducted?
Plan
What are the 5 phase states and their corresponding activites when following the Now Create implementation process?
- Initiate
- Plan
- Execute
- Deliver
- Close
What is the benefit of phased release approach?
Delivery of core functionality quickly
What are the recommended guidelines for a customer during the scoping of data migration for a CSM project? (3)
- Ensure the Statement of Work is specific in both details and scope
- The need for historic data does not mean it has to be in SN
- Recommended only current data for phase 1
What type of external business applications often need a process integration with the CSM applications?
- Business Continuity Planning (BCP)
- Enterprise Resource Planning (ERP)
- Customer Relationship Management (CRM)
What is the primary output from the Requirements Gathering workshop?
Stories
What should be emphasized when designing solutions? (3)
- Focus on Out-of-the-box functionality
- Minimize customizations
- Design for Scalability
What should be part of the pre-engagement collateral?
Customer service roles template
Name the influencing factors that will help determine the type of customer support desk structure required: (8)
- Organizational structure (yours and your customers)
- Geographical location (yours and your customers)
- Language and cultural differences (yours and your customers)
- Time zones (yours and your customers)
- Industry sector (your customers)
- Knowledge and skills required
- Criticality or VIP status of contacts
- Number of agents required
