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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
Predictive Intelligence improves Case management by:
Predictive Intelligence improves Case management by:A . Predicting what values should have gone into empty fields in historical records B. Reducing the number of records needed to accurately predict a value C. Replacing legacy routing rules D. Predicting Case values without manual interventionView AnswerAnswer: D
Matching rules enhance assignment capability by ____________________.
Matching rules enhance assignment capability by ____________________.A . Matching best agent by availability B. Providing dynamic matching of cases to groups or individuals C. Determining if account is a customer or partner D. Matching best agent by skillView AnswerAnswer: D Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_CaseRouting.html
Which of the following are true regarding the Community Portal application? (Choose two.)
Which of the following are true regarding the Community Portal application? (Choose two.)A . It is available to any customer with a Community license B. It is available by default with the Support and Service portals C. It is only available to CSM license holders D. Most of the configuration...
