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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 groupsB . Selecting none of the groupsC . Missing configurationD . MisconfiguredView AnswerAnswer: A
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)A . Manage cases on behalf of customer service agentsB . Create cases on behalf of customersC . Manage requests on behalf of customer service agentsD . Create requests on behalf of customersE . Manage major incident communication...
What is required to synchronize fields from a parent to a child case(s)?
What is required to synchronize fields from a parent to a child case(s)?A . The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activatedB . Major Issue Management needs to be installed and certain properties enabledC . No action required, this is a standard Customer Service Management featureD . The role of...
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 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 CasesB . Agent AffinityC . Availability TodayD . Matching SkillsE . Agent HistoryView AnswerAnswer: A, C, D
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 . HoursB . ContractC . CostD . CaseView AnswerAnswer: A, D Explanation: Entitlements are counted on a per unit basis. The Unit field on the Service Entitlement form defines the unit type, either cases or hours. Source: https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/configure-csm-entitlements.html
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 createdB . When an internal problem occursC . When a customer has a question or issue to resolveD . When we have new marketing material for a customerView AnswerAnswer:...
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 are true regarding the Community Portal application? (Choose two.)
Which of the following are true regarding the Community Portal application? (Choose two.)A . It is available to any customer with a Community licenseB . It is available by default with the Support and Service portalsC . It is only available to CSM license holdersD . Most of the configuration...
Which role is responsible for creating the unique registration code for each account?
The self-registration feature enables new customer contacts to submit registration requests from the customer portal. Which role is responsible for creating the unique registration code for each account?A . Customer Service Manager (sn_customerservice_manager)B . System administrator (admin)C . Service organization administrator (sn_customerservice.service_organization_admin)D . Customer admin (sn_customerservice.customer_admin)View AnswerAnswer: B
