Matching rules enhance assignment capability by ____________________.

Matching rules enhance assignment capability by ____________________.A . Matching best agent by availabilityB . Providing dynamic matching of cases to groups or individualsC . Determining if account is a customer or partnerD . Matching best agent by skill View Answer Answer: A Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_CaseRouting.html...

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Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)A . Case EscalationB . Case StateC . Case CategorizationD . Case Prioritization View Answer Answer: CD Explanation: Reference: https://www.servicenow.com/products/predictive-intelligence.html...

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What are the conditions that matching rules are based on? (Choose two.)

What are the conditions that matching rules are based on? (Choose two.)A . Agent resources best suited to work on a caseB . Specific routing rulesC . Filters set up in advanced work assignmentD . Specific case attributes View Answer Answer: AD Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_CaseRouting.html...

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Agents and managers cannot create knowledge articles from Community questions.

Agents and managers cannot create knowledge articles from Community questions.A . TrueB . False View Answer Answer: B Explanation: The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit,...

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Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)

Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)A . Apply Role by CustomerB . Auto AssessmentC . Change Update to CloseD . Update Case Entitlement View Answer Answer: BD Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_BRIWCustomerService.html...

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