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- Other Question (43q)
- Q1. What one of the following is optional when creating a Catalog workflow?...
- Q2. In the Customer Service Management space, what does the term asset management mean?...
- Q3. What are the Forum User Types? (Choose three.)...
- Q4. Information in the Case Field 'Contact' is copied to which Incident Field?...
- Q5. What is the purpose of a Catalog Item variable?...
- Q6. Which Business Rules are part of the Customer Service Management baseline configuration? (...
- Q7. What should be part of the pre-engagement collateral?...
- Q8. Read the use case below to determine if the customer service relationship is B2B or B2C. M...
- Q9. Entitlements specify the level of service provided to customers....
- Q10. What is required to enable the Follow the sun field on the Customer Service Case form?...
- Q11. What one of the following is optional when creating a Catalog workflow?...
- Q12. Major Issue Management uses which one of the following capabilities?...
- Q13. Contextual Search framework is used for providing Knowledge search results in which of the...
- Q14. True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agen...
- Q15. What is the purpose of a Catalog Item variable?...
- Q16. If the CSM Demo Data Plugin has been installed what are two options either of which will p...
- Q17. From what places in SN can an agent create a case? (Choose three.)...
- Q18. Which are the key self-service functions of the Customer Support Portal? (Choose three.)...
- Q19. Which are the key self-service functions of the Customer Support Portal? (Choose three.)...
- Q20. Agents and managers cannot create knowledge articles from Community questions....
- Q21. What module is used to create Case Record Producers?...
- Q22. Partner admin contacts have access to the data of both their partner accounts and customer...
- Q23. What are the Forum User Types? (Choose three.)...
- Q24. Users with the sn_customerservice.proxy_contact role can do which of the following? (Choos...
- Q25. Which of the following are true regarding integrating a ServiceNow Knowledge base with ext...
- Q26. ________________ is a role for managing all of the cases in an account and any related chi...
- Q27. If only one user reports a content for moderation, the content will be hidden....
- Q28. Access to a Knowledge base or Article can be restricted based on a customer's assets and t...
- Q29. Match the definitions for roles relationships. Hot Area: (Exhibit)...
- Q30. Which of the following roles cannot update a consumer's record?...
- Q31. What is required to synchronize fields from a parent to a child case(s)?...
- Q32. Agents and managers cannot create knowledge articles from Community questions....
- Q33. Users with the sn_customerservice.proxy_contact role can do which of the following? (Choos...
- Q34. Predictive Intelligence improves Case management by:...
- Q35. From a service provider's perspective, is the following a product or an asset? A cable mod...
- Q36. Matching rules enhance assignment capability by ____________________....
- Q37. Match the definitions for roles relationships. Hot Area: (Exhibit)...
- Q38. What do blue circles in the timeline of a case form represent?...
- Q39. Articles can provide the following: (Choose three.)...
- Q40. Which are the key self-service functions of the Customer Support Portal? (Choose three.)...
- Q41. Information about a customer's service contract is found in Knowledge....
- Q42. Special handling notes property: Width of the Special Handling Notes pop-up window in pixe...
- Q43. Which of the following functions can be completed when using the Field Service Management ...
