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Agents and managers cannot create knowledge articles from Community questions.
Agents and managers cannot create knowledge articles from Community questions.A . True B. FalseView AnswerAnswer: 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...
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...
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
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
Which of the following are channels? (Choose two.)
Which of the following are channels? (Choose two.)A . Contacts B. Web C. Chat D. ArticleView AnswerAnswer: B,C Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/configure-csm-omni-channel.html
What is required to enable the Follow the sun field on the Customer Service Case form?
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...
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.)
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...
Which of the following are correct for parent/child synchronization? (Choose two.)
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...
How many outbound email accounts are supported in Customer Service Management?
How many outbound email accounts are supported in Customer Service Management?A . One B. Unlimited C. Two D. One per business serviceView AnswerAnswer: A Explanation: Reference: https://community.servicenow.com/community?id=community_question&sys_id=8c8a948f1bc3cc50ada243f6fe4bcba4
Which out-of-the-box configurable criteria can be used?
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 HistoryView AnswerAnswer: A,C,D
