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NEW QUESTION 38
Information in the Case Field 'Contact' is copied to which Incident Field?
- A. Customer
- B. User
- C. Contact
- D. Caller
Answer: C
Explanation:
Reference:
customer-service-management/reference/csm-integration-sm-incident.html
NEW QUESTION 39
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
- A. Manage cases on behalf of customer service agents
- B. Manage requests on behalf of customer service agents
- C. Manage major incident communication on behalf of a customer service manager
- D. Create requests on behalf of customers
- E. Create cases on behalf of customers
Answer: D,E
Explanation:
Reference:
customer-service-management/concept/employee-create-case-for-customer.html
NEW QUESTION 40
Major Issue Management uses which one of the following capabilities?
- A. Record producers
- B. Targeted Communications
- C. Governance Risk and Control
- D. Asset management
Answer: B
NEW QUESTION 41
Match the definitions for roles relationships.
Hot Area:
Answer:
Explanation:
NEW QUESTION 42
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A. None of the above
- B. Entering question in portal only
- C. Both portal question entry and Record Producer
- D. Record Producer only
Answer: D
NEW QUESTION 43
Information about a customer's service contract is found in Knowledge.
- A. False
- B. True
Answer: A
Explanation:
Reference:
customer-service-management/concept/c_ContractsAndEntitlements.html
NEW QUESTION 44
If only one user reports a content for moderation, the content will be hidden.
- A. False
- B. True
Answer: A
Explanation:
Reference:
customer-communities/task/approve-reject-content.html
NEW QUESTION 45
Which of the following are channels? (Choose two.)
- A. Contacts
- B. Article
- C. Chat
- D. Web
Answer: C,D
NEW QUESTION 46
What is required to synchronize fields from a parent to a child case(s)?
- A. No action required, this is a standard Customer Service Management feature
- B. The role of sn_customerservice.customer_case_manager must be assigned
- C. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
- D. Major Issue Management needs to be installed and certain properties enabled
Answer: A
Explanation:
Reference:
customer-service-management/task/config-major-case-synchronization.html
NEW QUESTION 47
During which Now Create stage are workshops conducted?
- A. Close
- B. Initiate
- C. Execute
- D. Plan
- E. Deliver
Answer: D
NEW QUESTION 48
With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?
- A. After 5 days
- B. After 3 days
- C. After 1 day
- D. After 7 days
Answer: A
NEW QUESTION 49
What is required to synchronize fields from a parent to a child case(s)?
- A. No action required, this is a standard Customer Service Management feature
- B. The role of sn_customerservice.customer_case_manager must be assigned
- C. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
- D. Major Issue Management needs to be installed and certain properties enabled
Answer: A
NEW QUESTION 50
What role does the Engagement Manager play before the Workshop? (Choose two.)
- A. Provides answers to technical problems
- B. Acts as intermediary
- C. Assists with technical requirements
- D. Project Manager
Answer: C,D
Explanation:
Explanation/Reference: https://jobs.jobvite.com/servicenow/job/oKxz8fwI
NEW QUESTION 51
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
- A. Manage cases on behalf of customer service agents
- B. Manage requests on behalf of customer service agents
- C. Manage major incident communication on behalf of a customer service manager
- D. Create requests on behalf of customers
- E. Create cases on behalf of customers
Answer: D,E
NEW QUESTION 52
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
- A. Missing configuration
- B. Misconfigured
- C. Selecting none of the groups
- D. Selecting all the groups
Answer: D
NEW QUESTION 53
Information in the Case Field 'Contact' is copied to which Incident Field?
- A. Customer
- B. User
- C. Contact
- D. Caller
Answer: C
Explanation:
Explanation
NEW QUESTION 54
The available case types are: (Choose two.)
- A. Order
- B. Support
- C. Product
- D. Product Support
Answer: A,B
Explanation:
Reference:
customer-service-management/concept/manage-csm-case-types.html
NEW QUESTION 55
Which of the following are correct for parent/child synchronization? (Choose two.)
- A. The property to synchronize parent to child cases is automatically enabled
- B. Multiple child cases can be managed from a parent case as in Major Issue Management
- C. The Administrator can choose which fields to synchronize from parent to child cases
- D. Parent to child cases can be synchronized regardless of which state the case is in
Answer: B,D
NEW QUESTION 56
What does the Agent Whisper function do?
- A. Lets the chat supervisors have a conversation with the requester without the agent knowing
- B. Lets agents and requesters have a conversation without the chat supervisor knowing
- C. Lets agents have chat conversations with other agents without the requester knowing
- D. Lets agents and chat supervisors have a conversation without the requester knowing
Answer: D
NEW QUESTION 57
What is the purpose of a Catalog Item variable?
- A. Provides hint to the user on the field
- B. Allows the customer or consumer to qualify their answer
- C. Opens a chat session with customer support
- D. Allows the customer to ask a question
Answer: B
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/service- catalog-management/task/t_CreateAVariableForACatalogItem.html
NEW QUESTION 58
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
- A. Information about customer's service contract
- B. Allows access to Knowledge Articles that are related to products owned by a customer
- C. Reduces call volume
- D. Makes it easier for Agents to manage case volume
Answer: B,C,D
NEW QUESTION 59
Access to a Knowledge base or Article can be restricted based on a customer's assets and the product models using which of the following? (Choose two.)
- A. User Criteria
- B. ACL
- C. Data Policy
- D. Knowledge Product Entitlements
Answer: A,D
NEW QUESTION 60
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
- A. Update Case Entitlement
- B. Change Update to Close
- C. Auto Assessment
- D. Apply Role by Customer
Answer: A,C
NEW QUESTION 61
Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?
- A. Case Spotlight
- B. Case Digest
- C. Case Performance
- D. Case Analytics
Answer: A
NEW QUESTION 62
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