Exam CIS-CSM topic 1 question 49 discussion

Email - is not a function of the "Customer Support Portal" Using the "Customer Support Portal" you can: - use the catalog item to generate a case - chat with the agent

Explanation: The Customer Support Portal in ServiceNow (usually accessible via /customer) provides out-of-the-box (OOB) channels that enable customers to interact with support teams. The default configuration includes: A. Web This is the primary interaction channel. Customers use the portal to: Submit cases Search knowledge articles Browse the service catalog Track their support history C. Chat Live Chat or Virtual Agent is provided OOB. This enables real-time assistance through: Predefined scripts and FAQs (via Virtual Agent) Live agent handoff (via Connect Support or third-party chat integrations)

I think a,c

What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal? A. Web Most Voted B. Catalog C. Portal D. Virtual Agent The answer is A. Web, so A and C are correct for this question

https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-management/concept/omnichannels-communicating-customers.html Case raised using Get help in Serice Portal is considered as Web channel. watch the videp in the link 0:47 and 3:31 , there is no e,ail option shown in service portal

In the CSP, you can utilize only chat - live or virtual agent or requesting something via catalog (open a case, which will be classified as source web). Email is when you are using your email client (not the portal)

Chat = Virtual or live agent --> Interaction Web = Open a Case with channel web

Answer C & D Explanation: Chat, Email and Phone are correct. Reference : https://docs.servicenow.com/en-US/bundle/sandiego-customer-service-management/page/product/customer-service-management/concept/omnichannels-communicating-customers.html

Answer: C. Chat D. Email Explanation: Omnichannels for communicating with customers includes - Chat (c) - Phone - Email (d) Source: https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-management/concept/omnichannels-communicating-customers.html

CD IS CORRECT

Omnichannels for communicating with customers: Chat channel From the Customer Service Portal and Consumer Service Portal, customers can start a chat with a virtual or live agent for help. Email channel With an email channel, customers can send emails to create new cases and update current cases. They can also receive email updates from customer service agents as cases progress. Phone channel External customers can reach out to customer service agents by phone. The Customer Service Management application uses both Computer Telephony Integration (CTI) and OpenFrame to provide phone support for customers.

is the ans

C and D

CD https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-management/concept/omnichannels-communicating-customers.html