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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
What’s the purpose of the Deactivate Special Handling Notes Scheduled Job?
What’s the purpose of the Deactivate Special Handling Notes Scheduled Job?A . Runs at the end of the month and deactivates all Special Handling notes more than 30 days old B. Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by...
From a security perspective, scoping brings several benefits: (Choose two.)
From a security perspective, scoping brings several benefits: (Choose two.)A . Improves instance security by limiting accessibility to other applications on the instance B. Provides CSM teams the autonomy and control needed to configure and manage the CSM application, but not the CSM Service Portals C. IT can manage and...
What are common types of application record data that are imported during a CSM data migration? (Choose two.)
What are common types of application record data that are imported during a CSM data migration? (Choose two.)A . Knowledge Article B. Accounts C. Chat D. CaseView AnswerAnswer: B,D
In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)
In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)A . Blocked by approval B. Blocked by case task C. Blocked internally and by customer D. Blocked by internallyView AnswerAnswer: A,B
