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What module is used to create Case Record Producers?
What module is used to create Case Record Producers?A . Case Record ProducersB . Edit RecordsC . Record ProducersD . Maintain RecordsView AnswerAnswer: C
Entitlements specify the level of service provided to customers.
Entitlements specify the level of service provided to customers.A . FalseB . TrueView AnswerAnswer: B Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_ContractsAndEntitlements.html
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)A . Knowledge and skills required for agentsB . Geographical location of customerC . Languages spoken by agentsD . Number and type of support tools availableE . Number of customer...
What does the Agent Whisper function do?
What does the Agent Whisper function do?A . Lets agents and chat supervisors have a conversation without the requester knowingB . Lets the chat supervisors have a conversation with the requester without the agent knowingC . Lets agents have chat conversations with other agents without the requester knowingD . Lets...
________________ is a role for managing all of the cases in an account and any related child
________________ 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
content?
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content? (Choose two.)A . Imported external articles appear as attachments in ServiceNowB . Only applications that allow WebDAV connections can be integratedC . The imported article will have the same category it had in the source...
Which of the following are best practice with regard to data imports? (Choose two.)
Which of the following are best practice with regard to data imports? (Choose two.)A . When importing to multiple instances import to each instance separately.B . Use ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather than in the legacy repository.C . Ensure the field...
Major Issue Management uses which one of the following capabilities?
Major Issue Management uses which one of the following capabilities?A . Governance Risk and ControlB . Targeted CommunicationsC . Asset managementD . Record producersView AnswerAnswer: B Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/major-issue-management.html
Which of the following is a condition for matching rules?
Which of the following is a condition for matching rules?A . Agent domainB . AssignmentC . SwitchingD . Specific case attributesView AnswerAnswer: D Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/case-assignment-matching-rules.html
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?A . Open an incidentB . Viewing knowledge articlesC . Live chatD . Consumer self-registrationView AnswerAnswer: D Explanation: Source: https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-management/concept/omnichannels-communicating-customers.html
