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Who can create a customer service case from a community discussion? (Choose two.)
Who can create a customer service case from a community discussion? (Choose two.)A . Customer service agent (sn_customerservice_agent) B. Proxy case creator (sn_customerservice.proxy_case_creator) C. Partner (sn_customerservice.partner) D. Case Viewer (sn_customerservice.case_viewer)View AnswerAnswer: A,B Explanation: Reference: https://docs.servicenow.com/bundle/paris-customer-service-management/page/product/customer-communities/concept/case-management-integration.html
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...
What action is required to enable agents to create an incident record for a case?
What action is required to enable agents to create an incident record for a case?A . They must be assigned with the read role for incident B. They must be assigned with the itil role C. They must be assigned with the snc_intemal role D. They must be assigned with...
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:
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 knowing B. Lets the chat supervisors have a conversation with the requester without the agent knowing C. Lets agents have chat conversations with other agents without the requester knowing D. Lets...
Which application must be activated to enable customers to check in on-line for future appointments?
Which application must be activated to enable customers to check in on-line for future appointments?A . Business Location B. Walk-Up Experience C. Field Service Management D. Service OrganizationView AnswerAnswer: B Explanation: Reference: https://docs.servicenow.com/bundle/rome-customer-service-management/page/product/customer-service-management/task/csm-walkup-enable-appt-booking.html
In the Customer Service Management space, what does the term asset management mean?
In the Customer Service Management space, what does the term asset management mean?A . Financial, contractual and inventory information of assets B. A set of business activities and processes used to track assets C. Tables in the Asset application D. Tracking products or services customers are usingView AnswerAnswer: A Explanation:...
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 old B. Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by...
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.A . True B. FalseView AnswerAnswer: A Explanation: Reference: https://docs.servicenow.com/bundle/orlando-release-notes/page/release-notes/customer-servicemanagement/communities-rn.html
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 Article B. Accounts C. Chat D. CaseView AnswerAnswer: B,D
