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What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?
What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?A . WebB . CatalogC . PortalD . Virtual AgentView AnswerAnswer: A Explanation: Reference: https://docs.servicenow.com/bundle/rome-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseForm.html
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...
The Customer Support Portal default configuration provides the following channels to interact with customers? (Choose two.)
The Customer Support Portal default configuration provides the following channels to interact with customers? (Choose two.)A . WebB . SocialC . ChatD . EmailView AnswerAnswer: C, D Explanation: Reference: https://docs.servicenow.com/bundle/madrid-customer-service-management/page/product/customer-service-management/concept/c_CustomerPortalOverview.html
What is required to synchronize fields from a parent to a child case(s)?
What is required to synchronize fields from a parent to a child case(s)?A . The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activatedB . Major Issue Management needs to be installed and certain properties enabledC . No action required, this is a standard Customer Service Management featureD . The role of...
In the Customer Service Management space, what does the term asset management mean?
In the Customer Service Management space, what does the term asset management mean?A . Financial, contractual and inventory information of assetsB . A set of business activities and processes used to track assetsC . Tables in the Asset applicationD . Tracking products or services customers are usingView AnswerAnswer: A Explanation:...
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.A . FalseB . TrueView AnswerAnswer: B
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
Which are the key self-service functions of the Customer Support Portal? (Choose three.)A . CommunityB . Knowledge BaseC . Open An IncidentD . Service CatalogView AnswerAnswer: A, B, D Explanation: Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/success/playbook/self-service-improvement.pdf
Match the definitions for roles relationships
HOTSPOT Match the definitions for roles relationships. View AnswerAnswer:
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 . MaybeB . NoC . YesD . I don't knowView AnswerAnswer: C
If the CSM Demo Data Plugin has been installed what are two options either of which will prepare that instance to be used as part of the release path to production? (Choose two.)
If the CSM Demo Data Plugin has been installed what are two options either of which will prepare that instance to be used as part of the release path to production? (Choose two.)A . Zboot the instanceB . Disable the Case InterceptorC . Remove the Demo Data via a HI...
