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Which are the key self-service functions of the Customer Support Portal? (Choose three.)
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 CatalogView AnswerAnswer: A,B,D Explanation: Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/success/playbook/self-service-improvement.pdf
What role does the Engagement Manager play before the Workshop? (Choose two.)
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 requirementsView AnswerAnswer: A,D Explanation: Reference: https://jobs.jobvite.com/servicenow/job/oKxz8fwI
Match the definitions for roles relationships
HOTSPOT Match the definitions for roles relationships. View AnswerAnswer:
_____________________ 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.
_____________________ 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...
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
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 aboveView AnswerAnswer: B Explanation: Reference: https://docs.servicenow.com/bundle/madrid-platform-administration/page/administer/contextualsearch/concept/c_DefineContextualSearch.html
Entitlements specify the level of service provided to customers.
Entitlements specify the level of service provided to customers.A . False B. TrueView AnswerAnswer: B Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_ContractsAndEntitlements.html
What are the types of units used to measure entitlements? (Choose two.)
What are the types of units used to measure entitlements? (Choose two.)A . Hours B. Contract C. Cost D. CaseView AnswerAnswer: A,D
What are the Forum User Types? (Choose three.)
What are the Forum User Types? (Choose three.)A . Admin B. Registered C. Public D. Custom E. ModeratorView AnswerAnswer: B,C,E Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-communities/concept/communities-permissions.html
Which social media channels are NOT available out-of-box?
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 aboveView AnswerAnswer: E
How many active OpenFrame configurations can you have on an instance?
How many active OpenFrame configurations can you have on an instance?A . 2 B. Unlimited C. 1 D. 3View AnswerAnswer: B Explanation: Reference: https://docs.servicenow.com/bundle/jakarta-customer-service-management/page/product/customer-service-management/task/t_CreateAnOpenFrameConfiguration.html
