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What module is used to create Case Record Producers?
What module is used to create Case Record Producers?A . Case Record Producers B. Edit Records C. Record Producers D. Maintain RecordsView AnswerAnswer: C
What is required to synchronize fields from a parent to a child case(s)?
What is required to synchronize fields from a parent to a child case(s)?A . The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated B. Major Issue Management needs to be installed and certain properties enabled C. No action required, this is a standard Customer Service Management feature D. The role of...
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.A . sn_shn.max_num_alerts B. sn_shn.note_preferences C. sn_shn.popup_widthView AnswerAnswer: C
From a service provider’s perspective, is the following a product or an asset?
From a service provider’s perspective, is the following a product or an asset? A cable modem model that the service provider sells.A . Product B. AssetView AnswerAnswer: A Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_ContractsAndEntitlements.html
Information in the Case Field ‘Contact’ is copied to which Incident Field?
Information in the Case Field ‘Contact’ is copied to which Incident Field?A . Contact B. User C. Customer D. CallerView AnswerAnswer: A Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/csm-integration-sm-incident.html
Access to a Knowledge base or Article can be restricted based on a customer’s assets and the product models using which of the following? (Choose two.)
Access to a Knowledge base or Article can be restricted based on a customer’s assets and the product models using which of the following? (Choose two.)A . Knowledge Product Entitlements B. Data Policy C. ACL D. User CriteriaView AnswerAnswer: A,D
Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)
Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)A . Escalate a case on the add-m panel of Outlook B. Register the sender of an email as contact C. As the Microsoft Outlook user, register yourself as self-contributor D. Create cases using email content in Outlook for...
The available case types are: (Choose two.)
The available case types are: (Choose two.)A . Product Support B. Order C. Product D. SupportView AnswerAnswer: B,D Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/manage-csm-case-types.html
What CSM entity would you recommend ACME to store the customer’s Twitter profile details?
ACME corporation wants to use ServiceNow CSM for supporting their customers through Twitter. What CSM entity would you recommend ACME to store the customer’s Twitter profile details?A . Account B. Not supported C. Consumer D. Social Profile E. Personnel FileView AnswerAnswer: D
Special Handling Notes can apply to which one of the following based on specific attributes?
Special Handling Notes can apply to which one of the following based on specific attributes?A . Domain B. Contact C. Holiday D. VIPView AnswerAnswer: B
