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Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)
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)View AnswerAnswer: B,C
Which of the following roles cannot update a consumer’s record?
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. adminView AnswerAnswer: A Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/task/create-a-consumer-record.html
Read the use case below to determine if the customer service relationship is B2B or B2C.
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. B2BView AnswerAnswer: A
Predictive Intelligence supports which of the following decisions?
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 PrioritizationView AnswerAnswer: C,D Explanation: Reference: https://www.servicenow.com/products/predictive-intelligence.html
Which application must be activated to enable customers to check in on-line for future appointments?
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 OrganizationView AnswerAnswer: B Explanation: Reference: https://docs.servicenow.com/bundle/rome-customer-service-management/page/product/customer-service-management/task/csm-walkup-enable-appt-booking.html
Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?
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...
Special Handling Notes can apply to which one of the following based on specific attributes?
Special Handling Notes can apply to which one of the following based on specific attributes?A . Domain B. Contact C. Holiday D. VIPView AnswerAnswer: B
Which of the following statements is correct for CIs and assets?
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...
Which of the following roles can update a consumer's record? (Choose two.)
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)View AnswerAnswer: A,D
Information about a customer’s service contract is found in Knowledge.
Information about a customer’s service contract is found in Knowledge.A . False B. TrueView AnswerAnswer: A Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_ContractsAndEntitlements.html
