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Question 33/63
Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? (Choose three.)
Correct Answer: B,D,E
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- Other Question (63q)
- Q1. Information about a customer's service contract is found in Knowledge....
- Q2. Information in the Case Field 'Contact' is copied to which Incident Field?...
- Q3. To which entities can Special Handling Notes be applied out of the box?...
- Q4. What is the equivalent of NOT selecting any group, when configuring multiple active config...
- Q5. Which of the following roles can update a consumer's record? (Choose two.)...
- Q6. How many outbound email accounts are supported in Customer Service Management?...
- Q7. Which of the following are channels? (Choose two.)...
- Q8. In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose ...
- Q9. Which of the following are channels? (Choose two.)...
- Q10. What is required to synchronize fields from a parent to a child case(s)?...
- Q11. The Customer Support Portal default configuration provides the following channels to inter...
- Q12. Which of the following roles cannot update a consumer's record?...
- Q13. Contextual Search framework is used for providing Knowledge search results in which of the...
- Q14. Special handling notes property: Width of the Special Handling Notes pop-up window in pixe...
- Q15. What are the Critical Success Factors that are related to CSM Suite Implementations? (Choo...
- Q16. If the CSM Demo Data Plugin has been installed what are two options either of which will p...
- Q17. Which of the following functions can be completed when using the Field Service Management ...
- Q18. Which of the following is a condition for matching rules?...
- Q19. Regarding Account Teams, what is the purpose of marking a role as 'unique'?...
- Q20. Users with the sn_customerservice.proxy_contact role can do which of the following? (Choos...
- Q21. Partner admin contacts have access to the data of both their partner accounts and customer...
- Q22. Special Handling Notes can apply to which one of the following based on specific attribute...
- Q23. When activating the Customer Service Management Demo Data plugin, which case type is avail...
- Q24. The available case types are: (Choose two.)
- Q25. Users with the sn_customerservice.proxy_contact role can do which of the following? (Choos...
- Q26. From a service provider's perspective, is the following a product or an asset? A cable mod...
- Q27. Partner admin contacts have access to the data of both their partner accounts and customer...
- Q28. Articles can provide the following: (Choose three.)...
- Q29. HOTSPOT Match the definitions for roles relationships. Hot Area: (Exhibit)...
- Q30. Partner admin contacts have access to the data of both their partner accounts and customer...
- Q31. What one of the following is optional when creating a Catalog workflow?...
- Q32. What does the Agent Whisper function do?
- Q33. Assignment workbench enables customer service managers to assign tasks to agents via confi...
- Q34. Which of the following are true regarding integrating a ServiceNow Knowledge base with ext...
- Q35. What is the purpose of the Guided Decisions capability?...
- Q36. Which of the following are true regarding integrating a ServiceNow Knowledge base with ext...
- Q37. Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of ...
- Q38. From a service provider's perspective, is the following a product or an asset? A cable mod...
- Q39. Partner admin (sn_customerservice.partner_admin) contacts have access to:...
- Q40. Major Issue Management uses which one of the following capabilities?...
- Q41. Which of the following are true regarding integrating a ServiceNow Knowledge base with ext...
- Q42. Users with the sn_customerservice.proxy_contact role can do which of the following? (Choos...
- Q43. Match the definitions for roles relationships. (Exhibit)...
- Q44. Articles can provide the following: (Choose three.)...
- Q45. In the Customer Service Management space, what does the term asset management mean?...
- Q46. What do blue circles in the timeline of a case form represent?...
- Q47. What criteria can be used to determine when a new inbound case should be opened?...
- Q48. What are common types of application record data that are imported during a CSM data migra...
- Q49. What are common types of application record data that are imported during a CSM data migra...
- Q50. Which are the key self-service functions of the Customer Support Portal? (Choose three.)...
- Q51. What are some of the influencing factors that will help determine the type of customer sup...
- Q52. What are the conditions that matching rules are based on? (Choose two.)...
- Q53. Entitlements specify the level of service provided to customers....
- Q54. The Customer Support Portal default configuration provides the following channels to inter...
- Q55. If only one user reports a content for moderation, the content will be hidden....
- Q56. What action is required to enable agents to create an incident record for a case?...
- Q57. How many active OpenFrame configurations can you have on an instance?...
- Q58. What is required to enable the Follow the sun field on the Customer Service Case form?...
- Q59. Match the business rule to its function in the Self-Service Portal. Hot Area: (Exhibit)...
- Q60. Which social media channels are NOT available out-of-box?...
- Q61. Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive I...
- Q62. What are the conditions that matching rules are based on? (Choose two.)...
- Q63. With the Auto Close Resolved Cases flow enabled, and using its default settings, when will...
