ServiceNow CIS-CSM free question 3 / 10 · Domain 2: CSM configuration
System administrator Yamada is starting a Customer Service Management rollout on a new instance. Which plugin should be activated first to make the core of the application, such as the Customer Service Management roles, available?
- Customer Service Portal Classic (com.glide.service-portal.customer-portal)
- Outsourced Customer Service (com.snc.csm_ocs)
- Customer Service (com.sn_customerservice)
- Customer Service with Field Service Management (com.snc.csm_fsm_integration)
Show the answer and explanation
Answer: C
Why this is correct
The Customer Service (com.sn_customerservice) plugin makes the core of the application, such as the CSM roles, available. Other plugins can be activated after it for additional features.
Why the other options are wrong
"Customer Service Portal Classic (com.glide.service-portal.customer-portal)" … Customer Service Portal Classic provides a portal. It is not the plugin that provides the core of the application.
"Outsourced Customer Service (com.snc.csm_ocs)" … Outsourced Customer Service is one of the additional plugins, which lets organizations outsource customer service to external service providers. Additional plugins are activated after the Customer Service plugin.
"Customer Service with Field Service Management (com.snc.csm_fsm_integration)" … This additional plugin provides an integration between Customer Service Management and Field Service Management. It builds on Customer Service Management instead of providing its core.
Key point
Activate the core plugin first. Then add other plugins one feature at a time, only for the features you plan to use.
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