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From what places in SN can an agent create a case? (Choose three.)
From what places in SN can an agent create a case? (Choose three.)A . Customer Service ApplicationB . ContactC . AccountD . ChatView AnswerAnswer: A, C, D Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseForm.htmlc
How many outbound email accounts are supported in Customer Service Management?
How many outbound email accounts are supported in Customer Service Management?A . OneB . UnlimitedC . TwoD . One per business serviceView AnswerAnswer: A Explanation: Reference: https://community.servicenow.com/community? id=community_question&sys_id=8c8a948f1bc3cc50ada243f6fe4bcba4
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 . CommunityB . Knowledge BaseC . Open An IncidentD . 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
Which one is NOT a dependency for the Customer Service Plugin?
Which one is NOT a dependency for the Customer Service Plugin?A . Task ActivitiesB . Skills ManagementC . OpenframeD . CommunitiesView AnswerAnswer: D
Which social media channels are NOT available out-of-box?
Which social media channels are NOT available out-of-box?A . FacebookB . TwitterC . LinkedInD . All of the aboveE . None of the aboveView AnswerAnswer: C
What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?
What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?A . WebB . CatalogC . PortalD . Virtual AgentView AnswerAnswer: A Explanation: Reference: https://docs.servicenow.com/bundle/rome-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseForm.html
What is the purpose of a Catalog Item variable?
What is the purpose of a Catalog Item variable?A . Allows the customer to ask a questionB . Provides hint to the user on the fieldC . Opens a chat session with customer supportD . Allows the customer or consumer to qualify their answerView AnswerAnswer: D Explanation: Reference: https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/service-catalogmanagement/task/t_CreateAVariableForACatalogItem.html
Information about a customer’s service contract is found in Knowledge.
Information about a customer’s service contract is found in Knowledge.A . FalseB . TrueView AnswerAnswer: A Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_ContractsAndEntitlements.html
Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?
Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?A . The field is not based of the customers profile time zoneB . The field is active in the base formC . The field is always based on the system time...
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: Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-servicemanagement/reference/r_BRIWCustomerService.html
