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Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)A . Case EscalationB . Case StateC . Case CategorizationD . Case PrioritizationView AnswerAnswer: C, D Explanation: Reference: https://www.servicenow.com/products/predictive-intelligence.html
Match the business rule to its function in the Self-Service Portal
HOTSPOT Match the business rule to its function in the Self-Service Portal. View AnswerAnswer: Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-servicemanagement/reference/r_BRIWCustomerService.html
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)A . Manage requestsB . Execute assigned tasksC . Close work ordersD . Manage casesE . Manage assetsView AnswerAnswer: B, C, D Explanation: When your mobile device is offline,...
What are the Forum User Types? (Choose three.)
What are the Forum User Types? (Choose three.)A . AdminB . RegisteredC . PublicD . CustomE . ModeratorView AnswerAnswer: B, C, E Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-communities/concept/communities-permissions.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 . ContactB . UserC . CustomerD . CallerView AnswerAnswer: D Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/csm-integration-sm-incident.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 . TrueB . 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 required to enable the Follow the sun field on the Customer Service Case form?
What is required to enable the Follow the sun field on the Customer Service Case form?A . Nothing, it is a standard fieldB . The value property on the form must be set to trueC . The plugin ‘com.snc.csm_time_recording’ needs to be activatedD . The value property on the form...
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 oldB . Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by...
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 CustomerB . Auto AssessmentC . Change Update to CloseD . Update Case EntitlementView AnswerAnswer: B, D Explanation: Source: https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/reference/r_BRIWCustomerService.html
What then happens to the customer case?
Once a major case candidate is approved a major case is created. What then happens to the customer case?A . The customer case becomes a child case of the major caseB . The customer case will be automatically closedC . The customer case becomes the parent case of the major...
