- All Exams Instant Download
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
Which of the following statements is correct for CIs and assets?
Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. Which of the following statements is correct for CIs and assets?A . The...
Which of the following roles can update a consumer's record? (Choose two.)
Which of the following roles can update a consumer's record? (Choose two.)A . Consumer Support Agent {sn_customerservice.consumer_agent) B. Customer Service Manager (sn_customerservice_manager) C. Customer Service Agent (sn_customerservice_agent) D. Customer (sn_customerservice.customer)View AnswerAnswer: A,D
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
In the Customer Service Management space what defines the term asset?
In the Customer Service Management space what defines the term asset?A . A physical item B. A specific product instance supported for a customer C. A product that a company supports D. A resource that allows a business serviceView AnswerAnswer: B
What should be part of the pre-engagement collateral?
What should be part of the pre-engagement collateral?A . Frequently Asked Questions (FAQ) B. Scoping Guide C. Customer Service roles template D. Stock Keeping Unit (SKU) and pricing sheetView AnswerAnswer: B Explanation: Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/data-sheet/dssim.pdf (2)
What are the Forum User Types? (Choose three.)
What are the Forum User Types? (Choose three.)A . Admin B. Registered C. Public D. Custom E. ModeratorView AnswerAnswer: B,C,E Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-communities/concept/communities-permissions.html
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
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
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
