interview Question On CSM

[priyanka garad]

I'm learning CSM module. I need interview question and scenario on CSM ?

[Afsar Hussain]

I also need. Can anyone share the interview questions on the same please...

[dmarpaka]

1. What is ServiceNow Customer Service Management (CSM), and how does it differ from other ServiceNow modules?

2. Can you explain the key components and features of ServiceNow CSM?

3. Have you worked on any CSM implementations or projects in the past? Can you describe your role and contributions?

4. How do you customize and configure ServiceNow CSM to meet specific customer needs?

5. What is a case in the context of CSM, and how can it be used to improve customer service?

6. How does ServiceNow CSM help organizations manage their customer interactions and build better relationships?

7. What is a Customer Service Portal, and how can it benefit both customers and service agents?

8. Can you describe the key benefits of automating customer service processes with CSM, and provide an example of a successful automation you've implemented?

9. How do you measure and report on customer service performance using ServiceNow CSM?

10. How do you ensure that ServiceNow CSM solutions align with ITIL best practices for customer service management?

11. Have you integrated ServiceNow CSM with other systems or tools, such as CRM or ERP systems?

12. Describe a challenging customer service scenario you've encountered in a previous role and how you resolved it using ServiceNow CSM.

13. What role does analytics and reporting play in CSM, and how can it be used to improve customer service operations?

14. How do you ensure a seamless customer experience when implementing CSM solutions, and what best practices do you follow?

15. Do you have any ServiceNow CSM certifications or training that demonstrate your expertise in the platform?

16. How do you stay up-to-date with the latest developments and updates in ServiceNow CSM and related technologies?

[Harish Bainsla]

Technical Questions:

1. What is Customer Service Management (CSM), and how does it differ from traditional customer service?

2. Explain the key components of the CSM framework in ServiceNow.

3. How do you set up and manage customer service queues in ServiceNow CSM?

4. What is a Service Level Agreement (SLA), and how can it be configured in CSM?

5. Describe the process of creating and managing cases in CSM.

6. How can you use automation to improve the efficiency of customer service processes in CSM?

7. What are entitlements in CSM, and how do they relate to customer service?

8. Explain the role of the Customer Service Portal in CSM and its benefits for customers.

9. What is a Knowledge Base in CSM, and how can it help customer service agents and customers?

10. How can you measure and report on the performance of your customer service operations using CSM in ServiceNow?

Scenario-Based Questions:

1. Scenario: A customer contacts your support team with a technical issue. Walk me through the steps you would take to create and manage a case for this customer in CSM.

2. Scenario: A customer's subscription has expired, and they want to renew it. Explain how you would use ServiceNow CSM to manage this customer's request.

3. Scenario: A customer has reported a critical issue with your product. How would you set up an SLA in CSM to ensure that the issue is resolved promptly?

4. Scenario: A customer is experiencing difficulties using your online portal. Describe how you would use CSM to provide them with self-service options and solutions.

5. Scenario: A customer is dissatisfied with the service they received. How would you handle this customer's feedback and complaints using CSM to ensure customer satisfaction?

6. Scenario: Your company wants to improve its customer service efficiency. Explain how you would implement automation and workflow in CSM to achieve this goal.

7. Scenario: A customer is having issues navigating your customer service portal. How would you guide them to the right resources using CSM's knowledge base and self-service features?

8. Scenario: A large number of customer requests are piling up, and you need to prioritize them effectively. How would you use CSM's case management and queue features to handle the workload efficiently?

9. Scenario: Your company wants to measure and improve its customer service performance. Explain how you would use CSM reporting and analytics to achieve this.

10. Scenario: A customer contacts your support team with a unique request. How would you use entitlements in CSM to ensure the customer's request is handled correctly?

[abirakundu23]

Hi @Harish Bainsla / @dmarpaka ,

All above scenario-based questions are possible to implement in PDI?

@Harish Bainsla   could you please share hints for the scenario-based questions implementation perspective?