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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 agentsB . Geographical location of customerC . Languages spoken by agentsD . Number and type of support tools availableE . Number of customer...
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 ArticleB . AccountsC . ChatD . CaseView AnswerAnswer: A, B
_____________________ 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...
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
What are the conditions that matching rules are based on? (Choose two.)
What are the conditions that matching rules are based on? (Choose two.)A . Agent resources best suited to work on a caseB . Specific routing rulesC . Filters set up in advanced work assignmentD . Specific case attributesView AnswerAnswer: A, D Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_CaseRouting.html
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 oldB . Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by...
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.A . FalseB . TrueView AnswerAnswer: B
content?
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content? (Choose two.)A . Imported external articles appear as attachments in ServiceNowB . Only applications that allow WebDAV connections can be integratedC . The imported article will have the same category it had in the source...
How many active OpenFrame configurations can you have on an instance?
How many active OpenFrame configurations can you have on an instance?A . 2B . UnlimitedC . 1D . 3View AnswerAnswer: B Explanation: Reference: https://docs.servicenow.com/bundle/jakarta-customer-service-management/page/product/customer-service-management/task/t_CreateAnOpenFrameConfiguration.html
Access to a Knowledge base or Article can be restricted based on a customer’s assets and the product models using which of the following? (Choose two.)
Access to a Knowledge base or Article can be restricted based on a customer’s assets and the product models using which of the following? (Choose two.)A . Knowledge Product EntitlementsB . Data PolicyC . ACLD . User CriteriaView AnswerAnswer: A
