- All Exams Instant Download
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 Application B. Contact C. Account D. ChatView AnswerAnswer: A,B,C Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseForm.htmlc
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 . False B. TrueView AnswerAnswer: B
What are features of Customer Service Management? (Choose four.)
What are features of Customer Service Management? (Choose four.)A . Timed Audits B. Service Entitlements C. Demand Management D. Service Prospecting E. Real-time SLAs F. Service Contracts G. Skills-based routingView AnswerAnswer: B,C,E,G
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
Partner admin contacts have access to the data of both their partner accounts and customer accounts.A . True B. FalseView AnswerAnswer: A Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_RolesInstalledWithCustomerService.html
Information about a customer’s service contract is found in Knowledge.
Information about a customer’s service contract is found in Knowledge.A . False B. TrueView AnswerAnswer: A Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_ContractsAndEntitlements.html
Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?
Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?A . Contextual Search B. Agent Assist C. Dynamic Related Records D. Record InformationView 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 . Web B. Catalog C. Portal D. Virtual AgentView AnswerAnswer: A Explanation: Reference: https://docs.servicenow.com/bundle/rome-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseForm.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 incident B. Viewing knowledge articles C. Live chat D. Consumer self-registrationView AnswerAnswer: D
Why does the implementation team need to deliver core functionality to the customer as quickly as possible?
Why does the implementation team need to deliver core functionality to the customer as quickly as possible?A . To expand the technical reach B. To facilitate the requirement gathering during the workshops C. To complete any complex customizations early enough D. To realize near-term ROI (Return on Investment)View AnswerAnswer: D
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)A . Manage cases on behalf of customer service agents B. Create cases on behalf of customers C. Manage requests on behalf of customer service agents D. Create requests on behalf of customers E. Manage major incident communication...
