Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?

Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?A . Maybe B. No C. Yes D. I don't knowView AnswerAnswer: C

February 23, 2023 No Comments READ MORE +

When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?

When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?A . Order B. Contract C. FAQ D. Monitoring E. Request F. BillingView AnswerAnswer: A Explanation: Reference: https://docs.servicenow.com/bundle/rome-customer-service-management/page/administer/atf-quick-start-tests/reference/quick-start-tests-csm.html

February 23, 2023 No Comments READ MORE +

Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)

Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)A . Partner Service B. Customer Service C. Consumer Service D. Product ServiceView AnswerAnswer: A,B

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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 Customer B. Auto Assessment C. Change Update to Close D. Update Case EntitlementView AnswerAnswer: B,D

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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 case B. Specific routing rules C. Filters set up in advanced work assignment D. Specific case attributesView AnswerAnswer: A,D Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_CaseRouting.html

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With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?

With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?A . After 3 days B. After 5 days C. After 1 day D. After 7 daysView AnswerAnswer: B

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When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?

When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?A . Social Channels B. Social Profiles C. Social Logs D. Work notes E. Additional commentsView AnswerAnswer: B

February 21, 2023 No Comments READ MORE +

The Customer Support Portal default configuration provides the following channels to interact with customers?

The Customer Support Portal default configuration provides the following channels to interact with customers? (Choose two.)A . Web B. Social C. Chat D. EmailView AnswerAnswer: A,D Explanation: Reference: https://docs.servicenow.com/bundle/madrid-customer-service-management/page/product/customer-service-management/concept/c_CustomerPortalOverview.html

February 21, 2023 No Comments READ MORE +

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)

February 21, 2023 No Comments READ MORE +

________________ is a role for managing all of the cases in an account and any related child accounts.

________________ is a role for managing all of the cases in an account and any related child accounts.A . Partner administrator [sn_customerservice.partner_admin] B. Consumer [sn_customerservice.consumer] C. Customer [sn_customerservice.customer] D. Partner [sn_customerservice.partner] E. Customer case manager [sn_customerservice.customer_case_manager] F. Customer administrator [sn_customerservice.customer_admin]View AnswerAnswer: E

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