CIS - Customer Service Management (CIS-CSM) Delta Exam Study Guide
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CIS - Customer Service Management (CIS-CSM) Delta Exam Study Guide

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Release: Washington and Xanadu

Audience

All Learners

Overview

Use this study guide when completing your delta exam in Now Learning. The content presented in this knowledge article includes the exam content you will be tested on to maintain your certification. In addition, we always encourage you to review ServiceNow's Product Documentation.

The ServiceNow Delta exam certifies that a participant has successfully understood the new features offered in the latest ServiceNow Release, and how these interact with existing functionality.

Delta Exam Study Guide Content

Select a link from the table below to go directly to the study guide section or scroll down in the article

Delta Exam Study Guide Sections

i.          Agent Experience for CSM.. 1

ii.         Case Management for CSM.. 2

iii.        Customer Service Management. 2

iv.        Now Assist for CSM.. 3

Customer Service Management new and updated features

    i. Agent Experience for CSM

New Features (Washington)

Front-line case page

Provide front-line agents with a record page that focuses on essential functionality. With the simplified case view, agents can quickly gather context, categorize cases, and provide prompt responses to customers.

The Front-line case page provides a simplified case view that enables front-line agents to quickly gather context, categorize cases, and provide prompt responses to customers.

The Front-line case page focuses on the essential functionality that front-line or tier 1 agents need:

  • Looking up and verifying customer information
  • Scanning the activity stream
  • Viewing related information
  • Searching for knowledge articles
  • Easily creating comments, work notes, and email messages with modeless dialogs

The Front-line case page is included with the CSM Configurable Workspace application.

  • Page Variant Settings:
    • Active: Available for selected audiences
    • Order: Determines page priority (default is 1000)
    • Conditions: Limits use to specific case records
    • Audience: Accessible to CSM - Front-line Agents

Front-line case page components

The Front-line case page includes the following components.

  • Action Bar: Manage case actions
  • Contact Lookup: Search and manage contacts
  • Case Summarization: Summarize and post case details
  • Activity Stream: View case activity history
  • Contextual Side Panel: Access additional tools and resources

Modeless dialogs for Activity Compose and Email Compose

Create comments, work notes, and email messages for cases using modeless dialogs in CSM Configurable Workspace. These moveable windows enable agents to see case context while drafting text.

Use modeless dialogs, windows that overlay the main window content, to create and post comments and work notes to the activity stream and to compose and send emails.

A modeless dialog is a window that appears in a workspace as an overlay on top of the main window content. This overlay enables users to interact with the window content and the overlay content at the same time.

Modeless dialogs are available with the Front-line case page. Agents can use modeless dialogs to do the following:

Create comments and work notes to post to the activity stream. Create and send emails and reply to or forward emails.

After opening a modeless dialog, agents can move it around the screen and put it where they need it. This feature enables agents to reference information from the main window while drafting text in the overlay window.

The Front-line case page includes the following modeless dialogs:

Compose Activity - For creating and posting comments and work notes.

Agents can use the Compose Activity modeless dialog to create comments and work notes and post them to the activity stream. The following guidelines apply to Compose windows:

  • Draft comments and work notes are local to the browser and are cleared if the browser page is reloaded.
  • Comments and work notes stay in sync on the form and in the modeless dialogs.
  • The Compose window has a fixed size.

Compose Email - for creating and sending emails. The following guidelines apply to the Compose Email window:

  • An agent can create multiple email drafts.
  • An agent can have one Compose Email window open at a time. The system displays a message if an agent tries to open another Compose Email window while the first Compose Email window is still open.
  • An agent has to manually close a Compose Email window before opening a new window.
  • The Compose Email window can be resized.

Create comments and work notes

Note: This feature is available with the Front-line case page in CSM Configurable Workspace.

New Features (Xanadu)

Quick start tests for Customer Service Management

After upgrades and deployments of new applications or integrations, run quick start tests to verify that Customer Service Management works as expected. If you customized Customer Service Management, copy the quick start tests and configure them for your customizations.

    ii. Case Management for CSM

New Features (Xanadu)

Playbooks

Use updated playbook templates in UI Builder that incorporate generative AI feature parity and Agent Experience modernization features such as the modeless dialogs, activity stream, lookup cards, and related items.

                  The capabilities provided by playbooks enable agents to quickly resolve customer issues. These capabilities work together to provide agents with a better overall experience when using playbooks to resolve customer issues.

Capability

Description

Create a record using a playbook

Customer service agents can create a record using a playbook instead of a record form. Creating a record using a playbook opens the playbook and initiates the first activity. The agent completes this activity as part of the record creation.

For example, an agent can create a case and gather the necessary information about the customer and the issue as the first activity in the playbook.

See the entire end-to-end workflow using the stage picker and activity picker

The stage picker and activity picker enable agents to see the following information:

  • The end-to-end workflow.
  • The stages in the playbook.
  • The activities in the current stage.
  • Stage and activity progress indicators.
  • Details of the current activity displayed in the activity viewer.

Use the contextual side panel to view additional information

Playbooks can display the following information in the contextual side panel:

  • Activity stream
  • Ribbon information such as the case overview, customer details, timeline, and SLAs
  • Dynamic related records (see below for more information)
  • Related Items tab

Use the contextual side panel to display dynamic related records

Display records in the contextual side panel that dynamically change based on the context of the current record or playbook activity.

Use a playbook in compact mode

Compact mode displays the playbook in the contextual side panel. Agents can complete playbook activities in the contextual side panel while viewing other information on the record page.

View the SLA widget on playbook activity cards

Activity cards in the playbook activity viewer can display an SLA widget in the upper right corner. The widget appears on the activity card when the playbook activity has an SLA. This includes activities in the following stages:

  • Triage
  • Research
  • Respond

The color of the widget indicates the time remaining for the SLA:

  • Green: 0–50%
  • Yellow: 50–75%
  • Orange: 75–99%
  • Red: 100% or breached

 

    iii. Customer Service Management

New Features (Washington)

Service definition categories

Streamline how agents select services by creating categories for the provided services. From the case service selector and case task service selector, agents can select a category and then view and select from the available services within that category to create a case or case task.

Customer activity view

  • Display the streamlined and responsive Customer Activity component in the CSM Configurable Workspace. Enhancements include an updated date picker, customer activity time group headers and card layout, and new activity icons.
  • Display the Generative AI-driven summaries for historical interactions instead of full transcripts.

Technology Product Support Case application

Enable technology companies to provide support for digital products and services. The Technology Product Support Case application includes the following features:

  • A case type dedicated to technology product support case needs.
  • A record page and a playbook experience for CSM Configurable Workspace that agents can use to research and resolve customer issues.
  • A portal experience that agents and customers can use to report issues and communicate with each other.

Technology Product Support case type

Provides a case type dedicated to technology product support needs.

case type represents the processes and the data that are needed to resolve a specific type of customer issue. The Technology Product Support case type includes the table, roles, SLAs, email notifications, and other items needed to resolve technology issues.

The Technology Product Support case type includes the tables, roles, SLAs, and other processes needed to resolve technology issues.

 

State

Description

Draft

A case that is being created but is not yet submitted.

New

A case moves from Draft to New when it is submitted or when the case intake is completed.

Work in Progress

An agent accepts an assigned case or selects the Assign to me action and sets the state to Work in Progress.

If a customer rejects a proposed solution, the case returns to the Work in Progress state.

Awaiting Info

The agent requests additional information from the customer.

Solution Proposed

The agent proposes a solution to the customer.

Closed

The customer accepts the proposed solution or the agent selects the Close case action. The case can also be auto closed if there is no response from the customer within a specified about of time.

The case record is read-only when the state is Closed.

Cancelled

A case that has been cancelled by a user.

 

State flows

State flows are customized transitions from one state to another. State flows include triggers and can be configured to perform different actions during transitions to specific states.

From state

To state

Trigger

Draft

New

Agent actions:

  • Submit Case
  • Finish case intake

New

Work in Progress

Agent actions:

  • Assign to me: assigns the case to the logged in user.
  • Accept: AWA - assigns the case to the user who accepts.

New / Work in Progress

Awaiting Info

Selecting the Request Information action changes the state from New or Work in Progress to Awaiting Info.

Awaiting Info

Work in Progress

The agent selects Information Received or the customer updates the case comments.

Work in Progress

Solution Proposed

The agent selects Propose Solution.

Solution Proposed

Work in Progress

The agent or customer selects Reject solution.

Solution Proposed

Closed

The agent or customer selects Accept Solution or the case is auto closed.

 

SLA definitions

The document outlines the SLA definitions for the Technology Product Support Case application, detailing response and resolution times based on case priorities.

  • First Response Time: The first response time varies by case priority: P2 cases require a response within 8 business hours, while P3 and P4 cases require a response within 2 business days. This SLA is fulfilled through various agent actions such as updating the First response field, posting a comment, or sending an email.
  • Ongoing Response Time: The ongoing response time begins after the first response and continues until the next customer update. P2 cases have an 8-hour response time, and P3 and P4 cases have a 2-day response time. This SLA is paused when awaiting customer information and reset after each update.
  • Case Resolution Time: The resolution time defines the maximum period for providing a solution: 14 days for P2 cases and 28 days for P3 and P4 cases. This SLA is paused when awaiting customer information and resumes if the proposed solution is rejected.

Technology product support record page

Provides a simplified case view in CSM Configurable Workspace that enables agents to research and resolve technology cases.

 

The Technology Product Support Record Page is designed for agents to efficiently manage technology cases within the CSM Configurable Workspace. Key features include:

  • Case Management:
    • Lookup and verify customer information.
    • Access an activity stream for case updates.
    • Search for knowledge articles.
  • Page Variant Settings:
    • Active: Default enabled for all users.
    • Order: Determines page priority (default is -1000).
    • Conditions: Limits display to specific records.
  • Components:
    • Form Heading: Displays case details and action bar.
    • Action Bar: Offers various actions like Submit Case, Assign to Me, and Compose.
    • Activity Stream: Lists case activities with expandable details.
    • Contextual Side Panel: Provides tools for research, including Recommended Actions and Related Items.
  • Modeless Dialogs: Used for composing comments, work notes, and emails without losing context.
  • Case Creation: Agents can create cases directly from the action bar.
  • Now Assist Integration: Enables automatic generation of resolution notes for cases.

This page enhances agent productivity by streamlining case resolution processes.

 

Modeless dialogs for Activity Compose and Email Compose

Create comments, work notes, and email messages for cases using modeless dialogs in CSM Configurable Workspace. These moveable windows enable agents to see case context while drafting text.

     iv. Now Assist for CSM

 New Features (Washington)

Add conditions to skill availability

Determine when the skills for the case summarization and the resolution notes generation are available by adding conditions to the fields on the case record.

Restrict skill availability by user role

Specify the roles that can access the skills for case summarization and resolution notes summarization.

Post-call summarization

Analyze a call after it's done and then provide a summary of the main points that were discussed during the call.

Prerequisites:

  • Install ServiceNow Voice applications.
  • Required roles:
    • sn_customerservice_agent
    • sn_customerservice.consumer_agent
    • sn_csm_agent

Key Features:

  • Summarizes calls when the conversation ends.
  • Generates summaries on demand via the Now Assist panel.
  • Provides real-time transcription for better understanding of customer issues.

Generate a knowledge article from the CSM Configurable Workspace and classic environment with Now Assist

Generate an initial knowledge draft based on the notes that were captured in the activity stream and any other related records. The agents can edit and submit the knowledge draft for further review.

To generate a knowledge article for a case, the case must be in the resolved and closed state, and must not already have a knowledge article linked to it.

The following system property configurations are required so that agents can use the Knowledge Centered Service (KCS) template when generating knowledge articles.

  • Install the Knowledge Management Advanced plugin.
  • Enable Knowledge Centered Services (KCS) for CSM by setting the system property sn_customerservice.enable_knowledge_kcs to true. Otherwise, Now Assist uses the standard template.

Prompt Configurability support in the Now Assist Admin

Select input tables, related records, and fields from the admin console UI, and edit the output format without directly editing the prompt. Run a test with the selections to see how the summarization looks directly in the Now Assist Admin console.

New Features (Xanadu)

 Summarizing sidebar conversations

Use Now Assist for CSM to summarize sidebar discussions between agents, requesters, and subject matter experts.

Real-time chat reply recommendations

Use generative AI to provide the agent with relevant contextual recommendations from sources such as knowledge bases, FAQs, similar cases, chats, and calls before they respond to the customer. Agents can also write a chat response with the help of generative AI. This feature helps agents stay focused on conversations with customers instead of doing manual tasks.

Generative AI-powered email reply recommendations

Get recommendations for email responses that can be reviewed and sent by agents. Agents can also edit email replies recommendation with the help of generative AI.

Generate an email reply that is based on the case and email context by using the Now Assist icon. With email reply recommendations, agents can create quick emails or responses, help boost productivity, and minimize errors.

An agent can do these actions by using the Now Assist icon:

Generate a recommended email reply that is based on the case and email context.

Refine the recommendation by elaborating or shortening the response.

Note:The email reply recommendation skill is on the Case skill card in the Customer group. For more info, see Email reply recommendation.

Currently, Generative AI is only supported for the English language.

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