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What is the purpose of the Guided Decisions capability?
What is the purpose of the Guided Decisions capability?A . Provide agents with an escalation guide B. Guide agents through account management C. Dynamically guide agents to help resolve complex cases D. Provide agents with a knowledge guideView AnswerAnswer: C Explanation: Reference: https://docs.servicenow.com/bundle/rome-customer-service-management/page/product/customer-service-management/concept/guided-decisions.html
What do blue circles in the timeline of a case form represent?
What do blue circles in the timeline of a case form represent?A . Note B. State C. Activity D. CommentView AnswerAnswer: B Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseTimeline.html
Partner admin (sn_customerservice.partner_admin) contacts have access to:
Partner admin (sn_customerservice.partner_admin) contacts have access to:A . Their customer account B. Their partner accounts C. Both D. NeitherView AnswerAnswer: C
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 . Community B. Knowledge Base C. Open An Incident D. 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
What role does the Engagement Manager play before the Workshop? (Choose two.)
What role does the Engagement Manager play before the Workshop? (Choose two.)A . Project Manager B. Acts as intermediary C. Provides answers to technical problems D. Assists with technical requirementsView AnswerAnswer: A,D Explanation: Reference: https://jobs.jobvite.com/servicenow/job/oKxz8fwI
Match the definitions for roles relationships
HOTSPOT Match the definitions for roles relationships. View AnswerAnswer:
_____________________ 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...
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?A . Entering question in portal only B. Record Producer only C. Both portal question entry and Record Producer D. None of the aboveView AnswerAnswer: B Explanation: Reference: https://docs.servicenow.com/bundle/madrid-platform-administration/page/administer/contextualsearch/concept/c_DefineContextualSearch.html
Entitlements specify the level of service provided to customers.
Entitlements specify the level of service provided to customers.A . False B. TrueView AnswerAnswer: B Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_ContractsAndEntitlements.html
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 . Hours B. Contract C. Cost D. CaseView AnswerAnswer: A,D
