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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
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
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. MisconfiguredView AnswerAnswer: A
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)
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...
In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)
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 internallyView AnswerAnswer: A,B
Which step would ensure the work was allocated to the appropriate agent?
Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?A . Set the Agent Experience (What agents see in their Workspace inbox) B. Define Assignment Rules (How...
What are the characteristics of Knowledge Categories?
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: YesView AnswerAnswer: B
Regarding Account Teams, what is the purpose of marking a role as 'unique'?
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...
Who can create a customer service case from a community discussion? (Choose two.)
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)View AnswerAnswer: A,B Explanation: Reference: https://docs.servicenow.com/bundle/paris-customer-service-management/page/product/customer-communities/concept/case-management-integration.html
Which of the following are best practice with regard to data imports? (Choose two.)
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...
What action is required to enable agents to create an incident record for a case?
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...
