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NEW QUESTION 39
What should be part of the pre-engagement collateral?
- A. Stock Keeping Unit (SKU) and pricing sheet
- B. Customer Service roles template
- C. Scoping Guide
- D. Frequently Asked Questions (FAQ)
Answer: C
NEW QUESTION 40
What module is used to create Case Record Producers?
- A. Edit Records
- B. Case Record Producers
- C. Record Producers
- D. Maintain Records
Answer: C
NEW QUESTION 41
ACME corporation wants to use ServiceNow CSM for supporting their customers through Twitter. What CSM entity would you recommend ACME to store the customer's Twitter profile details?
- A. Account
- B. Personnel File
- C. Not supported
- D. Social Profile
- E. Consumer
Answer: D
NEW QUESTION 42
Special Handling Notes can apply to which one of the following based on specific attributes?
- A. Domain
- B. VIP
- C. Holiday
- D. Contact
Answer: C
NEW QUESTION 43
What are the characteristics of Knowledge Categories?
- A. Shareable across KBs: Yes ; Multi-Level: No
- B. Shareable across KBs: Yes ; Multi-Level: Yes
- C. Shareable across KBs: No ; Multi-Level: No
- D. Shareable across KBs: No ; Multi-Level: Yes
Answer: D
NEW QUESTION 44
Which of the following is a condition for matching rules?
- A. Agent domain
- B. Specific case attributes
- C. Switching
- D. Assignment
Answer: D
NEW QUESTION 45
Which of the following roles cannot update a consumer's record?
- A. sn_customerservice_agent
- B. sn_customerservice.consumer_agent
- C. sn_customerservice_manager
- D. admin
Answer: A
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/task/create-a-consumer-record.html
NEW QUESTION 46
What are the Forum User Types? (Choose three.)
- A. Custom
- B. Moderator
- C. Registered
- D. Admin
- E. Public
Answer: B,C,E
Explanation:
Explanation
NEW QUESTION 47
From what places in SN can an agent create a case? (Choose three.)
- A. Customer Service Application
- B. Contact
- C. Account
- D. Chat
Answer: A,B,C
NEW QUESTION 48
What is required to synchronize fields from a parent to a child case(s)?
- A. The role of sn_customerservice.customer_case_manager must be assigned
- B. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
- C. Major Issue Management needs to be installed and certain properties enabled
- D. No action required, this is a standard Customer Service Management feature
Answer: D
NEW QUESTION 49
Match the business rule to its function in the Self-Service Portal.
Hot Area:
Answer:
Explanation:
Explanation
Explanation
NEW QUESTION 50
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
- A. Create cases on behalf of customers
- B. Manage major incident communication on behalf of a customer service manager
- C. Manage cases on behalf of customer service agents
- D. Create requests on behalf of customers
- E. Manage requests on behalf of customer service agents
Answer: A,D
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/employee-create-case-for-customer.html
NEW QUESTION 51
What is required to enable the Follow the sun field on the Customer Service Case form?
- A. The plugin 'com.snc.csm_time_recording' needs to be activated
- B. The value property on the form must be set to true and the field added to the case form
- C. The value property on the form must be set to true
- D. Nothing, it is a standard field
Answer: C
NEW QUESTION 52
How many active OpenFrame configurations can you have on an instance?
- A. 0
- B. 1
- C. Unlimited
- D. 2
Answer: C
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/jakarta-customer-service-management/page/product/ customer-service-management/task/t_CreateAnOpenFrameConfiguration.html
NEW QUESTION 53
From a service provider's perspective, is the following a product or an asset?
A cable modem model that the service provider sells.
- A. Asset
- B. Product
Answer: B
Explanation:
Explanation
NEW QUESTION 54
Information about a customer's service contract is found in Knowledge.
- A. False
- B. True
Answer: A
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/c_ContractsAndEntitlements.html
NEW QUESTION 55
Major Issue Management uses which one of the following capabilities?
- A. Asset management
- B. Record producers
- C. Governance Risk and Control
- D. Targeted Communications
Answer: D
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/major-issue-management.html
NEW QUESTION 56
If only one user reports a content for moderation, the content will be hidden.
- A. False
- B. True
Answer: A
Explanation:
Explanation
NEW QUESTION 57
What should be emphasized when designing solutions? (Choose three.)
- A. Focus Out-of-the-box functionality
- B. Design for Scalability
- C. Mobile friendly functionality
- D. Minimize customizations
Answer: A,B,C
NEW QUESTION 58
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