When migrating from one system to ServiceNow the most critical aspects are the ability to execute the process and provide the same or better level of service to customers. This is only possible if you migrate Accounts and Knowledge.
Migrating Case data does not enable you to deliver service, just to lookup historical information. It is not often recommended to migrate historical data because of differences in data structure. It is often the case that fields from one system do not map to ServiceNow.
when we talk about migration, the current and closed cases should be migrated (for auditing and reporting purposes). Accounts should be definitely imported. KBAs are supporting the case resolution, but not such important as above 2
Knowledge Articles (A) are important, they are often considered part of the knowledge management migration rather than strictly application record data for CSM.
Although I think the answer is AB, it could also include D, as they may want to migrate open cases or historical cases. See https://www.servicenow.com/community/csm-blog/good-practices-legacy-data-conversion-for-customer-service/ba-p/2291150
https://www.servicenow.com/community/csm-blog/good-practices-legacy-data-conversion-for-customer-service/ba-p/2291150
Accounts: Accounts store information about the customer organizations that the CSM team supports, such as their name, address, contact information, and subscription status. This information is essential for the CSM team to be able to provide effective support.
Knowledge Articles: Knowledge articles contain information about products, services, and troubleshooting procedures. This information is essential for the CSM team to be able to quickly and accurately answer customer questions.
AB
Here are some examples of why these two types of data are so important for CSM:
Accounts: Accounts store information about the customer organizations that the CSM team supports, such as their name, address, contact information, and subscription status. This information is essential for the CSM team to be able to provide effective support.
Knowledge Articles: Knowledge articles contain information about products, services, and troubleshooting procedures. This information is essential for the CSM team to be able to quickly and accurately answer customer questions.
AB is the Correct Answer - see Vancouver Product Docs
Customer Data: Includes Account
Product Data: Includes Knowledge Articles
https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/csm-data-management.html
I think this its AB instead because .. The specific types of data that are imported will depend on the specific needs of the business and the CSM team.
Here are some examples of why these two types of data are so important for CSM:
Accounts: Accounts store information about the customer organizations that the CSM team supports, such as their name, address, contact information, and subscription status. This information is essential for the CSM team to be able to provide effective support.
Knowledge Articles: Knowledge articles contain information about products, services, and troubleshooting procedures. This information is essential for the CSM team to be able to quickly and accurately answer customer questions.
Importing these two types of data allows the CSM team to quickly get up and running on the new system and to start providing support to customers.
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A (35%)
C (25%)
B (20%)
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