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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 knowingB . Lets the chat supervisors have a conversation with the requester without the agent knowingC . Lets agents have chat conversations with other agents without the requester knowingD . Lets...
________________ is a role for managing all of the cases in an account and any related child
________________ is a role for managing all of the cases in an account and any related child accounts.A . Partner administrator [sn_customerservice.partner_admin]B . Consumer [sn_customerservice.consumer]C . Customer [sn_customerservice.customer]D . Partner [sn_customerservice.partner]E . Customer case manager [sn_customerservice.customer_case_manager]F . Customer administrator [sn_customerservice.customer_admin]View AnswerAnswer: E
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...
Which of the following are best practice with regard to data imports? (Choose two.)
Which of the following are best practice with regard to data imports? (Choose two.)A . When importing to multiple instances import to each instance separately.B . Use ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather than in the legacy repository.C . Ensure the field...
Major Issue Management uses which one of the following capabilities?
Major Issue Management uses which one of the following capabilities?A . Governance Risk and ControlB . Targeted CommunicationsC . Asset managementD . Record producersView AnswerAnswer: B Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/major-issue-management.html
Which of the following is a condition for matching rules?
Which of the following is a condition for matching rules?A . Agent domainB . AssignmentC . SwitchingD . Specific case attributesView AnswerAnswer: D Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/case-assignment-matching-rules.html
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?A . Open an incidentB . Viewing knowledge articlesC . Live chatD . Consumer self-registrationView AnswerAnswer: D Explanation: Source: https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-management/concept/omnichannels-communicating-customers.html
Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?
Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?A . Case PerformanceB . Case AnalyticsC . Case DigestD . Case SpotlightView AnswerAnswer: D Explanation: Reference: https://docs.servicenow.com/bundle/paris-now-intelligence/page/use/performance-analytics/concept/put-spotlight-on-records.html
In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)
In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)A . Blocked by approvalB . Blocked by case taskC . Blocked internally and by customerD . Blocked by internallyView AnswerAnswer: C, D
Agents and managers cannot create knowledge articles from Community questions.
Agents and managers cannot create knowledge articles from Community questions.A . TrueB . FalseView AnswerAnswer: B Explanation: The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can...
