Agents and managers cannot create knowledge articles from Community questions.
- A . True
- B . False
B
Explanation:
The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit, and retire knowledge articles that they are associated with.
Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledgemanagement/task/create-knowledge-article.html
Information about a customer’s service contract is found in Knowledge.
- A . False
- B . True
A
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_ContractsAndEntitlements.html
From what places in SN can an agent create a case? (Choose three.)
- A . Customer Service Application
- B . Contact
- C . Account
- D . Chat
A, C, D
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseForm.htmlc
What are the conditions that matching rules are based on? (Choose two.)
- A . Agent resources best suited to work on a case
- B . Specific routing rules
- C . Filters set up in advanced work assignment
- D . Specific case attributes
A, D
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_CaseRouting.html
Matching rules enhance assignment capability by ____________________.
- A . Matching best agent by availability
- B . Providing dynamic matching of cases to groups or individuals
- C . Determining if account is a customer or partner
- D . Matching best agent by skill
D
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_CaseRouting.html
Special Handling Notes can apply to which one of the following based on specific attributes?
- A . Domain
- B . Contact
- C . Holiday
- D . VIP
B
Explanation:
https://killexams.com/demo-download/Servicenow-CIS-CSM
Predictive Intelligence improves Case management by:
- A . Predicting what values should have gone into empty fields in historical records
- B . Reducing the number of records needed to accurately predict a value
- C . Replacing legacy routing rules
- D . Predicting Case values without manual intervention
Which of the following is a condition for matching rules?
- A . Agent domain
- B . Assignment
- C . Switching
- D . Specific case attributes
D
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/case-assignment-matching-rules.html
What do blue circles in the timeline of a case form represent?
- A . Note
- B . State
- C . Activity
- D . Comment
B
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseTimeline.html
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
- A . Case Escalation
- B . Case State
- C . Case Categorization
- D . Case Prioritization
C, D
Explanation:
Reference: https://www.servicenow.com/products/predictive-intelligence.html
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
- A . Apply Role by Customer
- B . Auto Assessment
- C . Change Update to Close
- D . Update Case Entitlement
B, D
Explanation:
Source: https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/reference/r_BRIWCustomerService.html
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
- A . Define the Business Pain Points
- B . Provide consistent service to customers
- C . Have a clear understanding of the use cases
- D . Define the number of hours needed to develop the associated requirements
- E . Implementation is only as good as the underlying process
What should be emphasized when designing solutions? (Choose three.)
- A . Minimize customizations
- B . Focus Out-of-the-box functionality
- C . Design for Scalability
- D . Mobile friendly functionality
What role does the Engagement Manager play before the Workshop? (Choose two.)
- A . Project Manager
- B . Acts as intermediary
- C . Provides answers to technical problems
- D . Assists with technical requirements
A, D
Explanation:
Reference: https://jobs.jobvite.com/servicenow/job/oKxz8fwI
What should be part of the pre-engagement collateral?
- A . Frequently Asked Questions (FAQ)
- B . Scoping Guide
- C . Customer Service roles template
- D . Stock Keeping Unit (SKU) and pricing sheet
C
Explanation:
Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/data-sheet/dssim.pdf (2)
Articles can provide the following: (Choose three.)
- A . Document current and known issues
- B . Provide answers and responses to common issues or questions
- C . Information about customer’s service contract
- D . Share product information
A, B, D
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledgemanagement/topic/p_KnowledgeManagment.html
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A . Entering question in portal only
- B . Record Producer only
- C . Both portal question entry and Record Producer
- D . None of the above
C
Explanation:
Reference: https://docs.servicenow.com/bundle/madrid-platform-administration/page/administer/contextualsearch/concept/c_DefineContextualSearch.html
Which of the following are true regarding integrating a ServiceNow Knowledge base with external
content?
(Choose two.)
- A . Imported external articles appear as attachments in ServiceNow
- B . Only applications that allow WebDAV connections can be integrated
- C . The imported article will have the same category it had in the source knowledge base
- D . SharePoint blocks this integration
B, C
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledgemanagement/concept/knowledge-external-content-integration.html
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 . Knowledge Product Entitlements
- B . Data Policy
- C . ACL
- D . User Criteria
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
- A . Reduces call volume
- B . Makes it easier for Agents to manage case volume
- C . Allows access to Knowledge Articles that are related to products owned by a customer
- D . Information about customer’s service contract
What are the characteristics of Knowledge Categories?
- A . Shareable across KBs: Yes ; Multi-Level: No
- B . Shareable across KBs: No ; Multi-Level: Yes
- C . Shareable across KBs: No ; Multi-Level: No
- D . Shareable across KBs: Yes ; Multi-Level: Yes
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 . Create cases on behalf of customers
- C . Manage requests on behalf of customer service agents
- D . Create requests on behalf of customers
- E . Manage major incident communication on behalf of a customer service manager
B, D
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/employee-create-case-for-customer.html
What is the purpose of a Catalog Item variable?
- A . Allows the customer to ask a question
- B . Provides hint to the user on the field
- C . Opens a chat session with customer support
- D . Allows the customer or consumer to qualify their answer
D
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/service-catalogmanagement/task/t_CreateAVariableForACatalogItem.html
What one of the following is optional when creating a Catalog workflow?
- A . Publishing the workflow
- B . Defining workflow activities
- C . Approving the workflow
- D . Managing workflow versions
D
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/workflowadministration/task/t_CrtWkflwNewSvcCtlgItm.html
What module is used to create Case Record Producers?
- A . Case Record Producers
- B . Edit Records
- C . Record Producers
- D . Maintain Records
Which one is NOT a dependency for the Customer Service Plugin?
- A . Task Activities
- B . Skills Management
- C . Openframe
- D . Communities
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 . Not supported
- C . Consumer
- D . Social Profile
- E . Personnel File
Which social media channels are NOT available out-of-box?
- A . Facebook
- B . Twitter
- C . LinkedIn
- D . All of the above
- E . None of the above
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
- A . Selecting all the groups
- B . Selecting none of the groups
- C . Missing configuration
- D . Misconfigured
How many outbound email accounts are supported in Customer Service Management?
- A . One
- B . Unlimited
- C . Two
- D . One per business service
A
Explanation:
Reference: https://community.servicenow.com/community? id=community_question&sys_id=8c8a948f1bc3cc50ada243f6fe4bcba4
What are features of Customer Service Management? (Choose four.)
- A . Timed Audits
- B . Service Entitlements
- C . Demand Management
- D . Service Prospecting
- E . Real-time SLAs
- F . Service Contracts
- G . Skills-based routing
What are the Forum User Types? (Choose three.)
- A . Admin
- B . Registered
- C . Public
- D . Custom
- E . Moderator
B, C, E
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-communities/concept/communities-permissions.html
Which of the following are true regarding the Community Portal application? (Choose two.)
- A . It is available to any customer with a Community license
- B . It is available by default with the Support and Service portals
- C . It is only available to CSM license holders
- D . Most of the configuration does not require System Administrator role
A, C
Explanation:
– Licensed for the Customer Service Management application & licensed for HR Service Delivery, so c. is wrong, which makes a. a logical choice – "The roles required to define requirements and set up forums include sn_communities.admin or sn_communities.forum_admin." (d.) Source: – https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-communities/task/activate-communities.html (licensing) – https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-communities/reference/r_setup-communities-admin.html(
If only one user reports a content for moderation, the content will be hidden.
- A . True
- B . False
B
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-communities/task/approve-reject-content.html
The available case types are: (Choose two.)
- A . Product Support
- B . Order
- C . Product
- D . Support
B, C
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/manage-csm-case-types.html
What is required to enable the Follow the sun field on the Customer Service Case form?
- A . Nothing, it is a standard field
- B . The value property on the form must be set to true
- C . The plugin ‘com.snc.csm_time_recording’ needs to be activated
- D . The value property on the form must be set to true and the field added to the case form
D
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseForm.html
In the Customer Service Management space, what does the term asset management mean?
- A . Financial, contractual and inventory information of assets
- B . A set of business activities and processes used to track assets
- C . Tables in the Asset application
- D . Tracking products or services customers are using
A
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/assetmanagement/concept/c_AssetManagement.htm
Which of the following roles cannot update a consumer’s record?
- A . sn_customerservice_agent
- B . sn_customerservice_manager
- C . sn_customerservice.consumer_agent
- D . admin
A
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/task/create-a-consumer-record.html
Major Issue Management uses which one of the following capabilities?
- A . Governance Risk and Control
- B . Targeted Communications
- C . Asset management
- D . Record producers
B
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/major-issue-management.html
What is required to synchronize fields from a parent to a child case(s)?
- A . The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
- B . Major Issue Management needs to be installed and certain properties enabled
- C . No action required, this is a standard Customer Service Management feature
- D . The role of sn_customerservice.customer_case_manager must be assigned
B
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/task/config-major-case-synchronization.html
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)
- A . Manage requests
- B . Execute assigned tasks
- C . Close work orders
- D . Manage cases
- E . Manage assets
B, C, D
Explanation:
When your mobile device is offline, you can execute assigned tasks at the task location, manage assets, track the time stamp of updated tasks, and close work orders and work order tasks. The data for tasks performed offline is stored in the device cache and synchronized when the device goes online.
Reference: https://docs.servicenow.com/bundle/madrid-field-service-management/page/product/field-servicemanagement/concept/mobile-experience-fsm.html
Information in the Case Field ‘Contact’ is copied to which Incident Field?
- A . Contact
- B . User
- C . Customer
- D . Caller
D
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/csm-integration-sm-incident.html
How many active OpenFrame configurations can you have on an instance?
- A . 2
- B . Unlimited
- C . 1
- D . 3
B
Explanation:
Reference: https://docs.servicenow.com/bundle/jakarta-customer-service-management/page/product/customer-service-management/task/t_CreateAnOpenFrameConfiguration.html
What are common types of application record data that are imported during a CSM data migration? (Choose two.)
- A . Knowledge Article
- B . Accounts
- C . Chat
- D . Case
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
- A . Community
- B . Knowledge Base
- C . Open An Incident
- D . Service Catalog
A, B, D
Explanation:
Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/success/playbook/self-service-improvement.pdf
Which of the following are channels? (Choose two.)
- A . Contacts
- B . Web
- C . Chat
- D . Article
B, C
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/configure-csm-omni-channel.html
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?
- A . Open an incident
- B . Viewing knowledge articles
- C . Live chat
- D . Consumer self-registration
D
Explanation:
Source: https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-management/concept/omnichannels-communicating-customers.html
The Customer Support Portal default configuration provides the following channels to interact with
customers?
(Choose two.)
- A . Web
- B . Social
- C . Chat
- D . Email
C, D
Explanation:
Reference: https://docs.servicenow.com/bundle/madrid-customer-service-management/page/product/customer-service-management/concept/c_CustomerPortalOverview.html
HOTSPOT
Match the business rule to its function in the Self-Service Portal.
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-servicemanagement/reference/r_BRIWCustomerService.html
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.
- A . True
- B . False
A
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-release-notes/page/release-notes/customer-servicemanagement/communities-rn.html
Read the use case below to determine if the customer service relationship is B2B or B2C.
Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage is local to the customer and scheduled a technician to Mary’s house.
- A . B2C
- B . B2B
If the CSM Demo Data Plugin has been installed what are two options either of which will prepare that instance to be used as part of the release path to production? (Choose two.)
- A . Zboot the instance
- B . Disable the Case Interceptor
- C . Remove the Demo Data via a HI Request
- D . Clone back to this instance from a valid instance
C, D
Explanation:
https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/use-consumer-service-portal.html
What criteria can be used to determine when a new inbound case should be opened?
- A . When a new customer is created
- B . When an internal problem occurs
- C . When a customer has a question or issue to resolve
- D . When we have new marketing material for a customer
From a service provider’s perspective, is the following a product or an asset?
A cable modem model that the service provider sells.
- A . Product
- B . Asset
A
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_ContractsAndEntitlements.html
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
- A . True
- B . False
A
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_RolesInstalledWithCustomerService.html
Which of the following are best practice with regard to data imports? (Choose two.)
- A . When importing to multiple instances import to each instance separately.
- B . Use ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather than in the legacy repository.
- C . Ensure the field data lengths in ServiceNow are adequate for the imported data because ServiceNow does not automatically adjust the length.
- D . Images embedded in Knowledge Articles should be uploaded separately
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
- A . True
- B . False
B
Explanation:
Reference: https://docs.servicenow.com/bundle/london-customer-service-management/page/product/customer-service-management/task/view-csm-executive-dashboard.html
Configure chat for Agent Workspace so that agents can interact with their customers.
From a chat, agents can:
- A . Escalate the chat to virtual agent
- B . Create a record, such as an incident or a case
- C . Escalate the chat to another agent
- D . Respond to questions
_____________________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.
- A . Partner [sn_customerservice.partner]
- B . Agent [sn_customerservice_agent]
- C . Consumer Agent [sn_customerservice.consumer_agent]
- D . Agent manager [sn_customerservice_manager]
- E . Customer case manager [sn_customerservice.customer_case_manager]
- F . Customer administrator [sn_customerservice.customer_admin]
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
- A . sn_shn.max_num_alerts
- B . sn_shn.note_preferences
- C . sn_shn.popup_width
Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
- A . Maybe
- B . No
- C . Yes
- D . I don’t know
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
- A . False
- B . True
________________ is a role for managing all of the cases in an account and any related child accounts.
- A . Partner administrator [sn_customerservice.partner_admin]
- B . Consumer [sn_customerservice.consumer]
- C . Customer [sn_customerservice.customer]
- D . Partner [sn_customerservice.partner]
- E . Customer case manager [sn_customerservice.customer_case_manager]
- F . Customer administrator [sn_customerservice.customer_admin]
Entitlements specify the level of service provided to customers.
- A . False
- B . True
B
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_ContractsAndEntitlements.html
What is the purpose of the Guided Decisions capability?
- A . Provide agents with an escalation guide
- B . Guide agents through account management
- C . Dynamically guide agents to help resolve complex cases
- D . Provide agents with a knowledge guide
C
Explanation:
Reference: https://docs.servicenow.com/bundle/rome-customer-service-management/page/product/customer-service-management/concept/guided-decisions.html
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 Performance
- B . Case Analytics
- C . Case Digest
- D . Case Spotlight
D
Explanation:
Reference: https://docs.servicenow.com/bundle/paris-now-intelligence/page/use/performance-analytics/concept/put-spotlight-on-records.html
During which Now Create stage are workshops conducted?
- A . Execute
- B . Initiate
- C . Deliver
- D . Plan
- E . Close
D
Explanation:
Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/data-sheet/now-create-ebook.pdf
Which application must be activated to enable customers to check in on-line for future appointments?
- A . Business Location
- B . Walk-Up Experience
- C . Field Service Management
- D . Service Organization
B
Explanation:
Reference: https://docs.servicenow.com/bundle/rome-customer-service-management/page/product/customer-service-management/task/csm-walkup-enable-appt-booking.html
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)
- A . Knowledge and skills required for agents
- B . Geographical location of customer
- C . Languages spoken by agents
- D . Number and type of support tools available
- E . Number of customer service portals used
- F . Number of agents required
What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?
- A . Web
- B . Catalog
- C . Portal
- D . Virtual Agent
A
Explanation:
Reference: https://docs.servicenow.com/bundle/rome-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseForm.html
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
- A . Order
- B . Contract
- C . FAQ
- D . Monitoring
- E . Request
- F . Billing
A
Explanation:
Reference: https://docs.servicenow.com/bundle/rome-customer-service-management/page/administer/atf-quick-start-tests/reference/quick-start-tests-csm.html
What’s the purpose of the Deactivate Special Handling Notes Scheduled Job?
- A . Runs at the end of the month and deactivates all Special Handling notes more than 30 days old
- B . Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by the end of the week
- C . Runs on demand by the System Admin who must set specific weekly schedules and set only those that are priority 1-critical to be deactivated
- D . Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates
D
Explanation:
Reference: https://docs.servicenow.com/bundle/rome-customer-service-management/page/product/customer-service-management/concept/c_OnScreenAlerts.html
What does the Agent Whisper function do?
- A . Lets agents and chat supervisors have a conversation without the requester knowing
- B . Lets the chat supervisors have a conversation with the requester without the agent knowing
- C . Lets agents have chat conversations with other agents without the requester knowing
- D . Lets agents and requesters have a conversation without the chat supervisor knowing
A
Explanation:
Reference: https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/workspace/concept/agent-whisper-overview.html
Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)
- A . Contact (customer_contact)
- B . Consumer User (csm_consumer-user)
- C . Consumer (csm_consumer)
- D . CSM User (csm_user)
Who can create a customer service case from a community discussion? (Choose two.)
- A . Customer service agent (sn_customerservice_agent)
- B . Proxy case creator (sn_customerservice.proxy_case_creator)
- C . Partner (sn_customerservice.partner)
- D . Case Viewer (sn_customerservice.case_viewer)
A, B
Explanation:
Reference: https://docs.servicenow.com/bundle/paris-customer-service-management/page/product/customer-communities/concept/case-management-integration.html
Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?
- A . Contextual Search
- B . Agent Assist
- C . Dynamic Related Records
- D . Record Information
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 3 days
- B . After 5 days
- C . After 1 day
- D . After 7 days
The self-registration feature enables new customer contacts to submit registration requests from the customer portal.
Which role is responsible for creating the unique registration code for each account?
- A . Customer Service Manager (sn_customerservice_manager)
- B . System administrator (admin)
- C . Service organization administrator (sn_customerservice.service_organization_admin)
- D . Customer admin (sn_customerservice.customer_admin)
What action is required to enable agents to create an incident record for a case?
- A . They must be assigned with the read role for incident
- B . They must be assigned with the itil role
- C . They must be assigned with the snc_intemal role
- D . They must be assigned with the sn_customerservice.itsm_contributor role
In the ‘Action Status’ column on a case list what could a red indicator dot mean? (Choose two.)
- A . Blocked by approval
- B . Blocked by case task
- C . Blocked internally and by customer
- D . Blocked by internally
Which of the following are correct for parent/child synchronization? (Choose two.)
- A . Multiple child cases can be managed from a parent case as in Major Issue Management
- B . The Administrator can choose which fields to synchronize from parent to child cases
- C . Parent to child cases can be synchronized regardless of which state the case is in
- D . The property to synchronize parent to child cases is automatically enabled
A, C
Explanation:
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/config-major-case-synchronization.html
When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?
- A . Social Channels
- B . Social Profiles
- C . Social Logs
- D . Work notes
- E . Additional comments
Once a major case candidate is approved a major case is created.
What then happens to the customer case?
- A . The customer case becomes a child case of the major case
- B . The customer case will be automatically closed
- C . The customer case becomes the parent case of the major case
- D . The customer case will automatically be related to a problem
What are the types of units used to measure entitlements? (Choose two.)
- A . Hours
- B . Contract
- C . Cost
- D . Case
A, D
Explanation:
Entitlements are counted on a per unit basis. The Unit field on the Service Entitlement form defines the unit type, either cases or hours.
Source: https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/configure-csm-entitlements.html
Which of the following roles can update a consumer’s record? (Choose two.)
- A . Consumer Support Agent {sn_customerservice.consumer_agent)
- B . Customer Service Manager (sn_customerservice_manager)
- C . Customer Service Agent (sn_customerservice_agent)
- D . Customer (sn_customerservice.customer)
Which of the following statements is correct when the ‘Contact Local Time’ field is enabled in a case form?
- A . The field is not based of the customers profile time zone
- B . The field is active in the base form
- C . The field is always based on the system time zone
- D . Agents can use the field to identify if it is the right time to contact customer
Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer.
Which of the following statements is correct for CIs and assets?
- A . The contract and entitlements of an asset dictate whether or not it is stored in the CMDB
- B . The CMDB only tracks CIs, assets cannot be CIs
- C . While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs
- D . The CMDB tracks all assets as configuration items (CIs)
C
Explanation:
https://docs.servicenow.com/bundle/washingtondc-it-asset-management/page/product/hardware-asset-management/concept/work-with-asset-ci.html
Regarding Account Teams, what is the purpose of marking a role as ‘unique’?
- A . The role then becomes a child responsibility
- B . Ensure there is a dedicated account manager for that account
- C . The role then becomes a parent responsibility
- D . Prevent the same role being used on different customer accounts
A
Explanation:
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/t_CreateAResponsibilityDefinition.html
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.)
- A . Assigned Cases
- B . Agent Affinity
- C . Availability Today
- D . Matching Skills
- E . Agent History