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Match the business rule to its function in the Self-Service Portal
HOTSPOT Match the business rule to its function in the Self-Service Portal. View AnswerAnswer:
What does the Agent Whisper function do?
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...
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
In the Customer Service Management space, what does the term asset management mean?
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 usingView AnswerAnswer: A Explanation:...
What’s the purpose of the Deactivate Special Handling Notes Scheduled Job?
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 ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.A . True B. FalseView AnswerAnswer: A Explanation: Reference: https://docs.servicenow.com/bundle/orlando-release-notes/page/release-notes/customer-servicemanagement/communities-rn.html
What are common types of application record data that are imported during a CSM data migration? (Choose two.)
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. CaseView AnswerAnswer: B,D
What criteria can be used to determine when a new inbound case should be opened?
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 customerView AnswerAnswer:...
What one of the following is optional when creating a Catalog workflow?
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 versionsView AnswerAnswer: D Explanation: Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/workflowadministration/task/t_CrtWkflwNewSvcCtlgItm.html
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
