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Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?
Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)
What is a supported external customer that, in turn, sells to and supports one or more customers?
What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?
Which of the following are best practice with regard to data imports? (Choose two.)
By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)
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 are the recommended good practices when running implementation workshops?
Choose 3 answers
Why does the implementation team need to deliver core functionality to the customer as quickly as possible?
Guided decisions is a decision authoring and execution capability that dynamically guides agents to resolve complex cases. Guided decisions consist of decision trees. What is a decision tree?
The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.
The assignment workbench uses configurable matching criteria to evaluate agents in a selected group and provide an overall ranking. What are the different types of criteria available for the assignment workbench?
Choose 3 answers
What are common types of application record data that are imported during a CSM data migration? (Choose
two.)
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)
What features are included with the Customer Service Portal?
Choose 3 answers
Once a major case candidate is approved a major case is created. What then happens to the customer case?
When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?
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?
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)
In the 'Action Status' column on a case list, what could a blue indicator dot mean?
What functionality is required to automatically close resolved cases if customers do not respond within a specified time?
When integrating Customer Service Management with IT Service management what separate action is required for Request Management?
An entitlement defines the types of support a customer receives. Entitlements are based on a number of standard fields such as product and asset. When Proactive Customer Service Operations is implemented which additional fields could be used?
Choose 2 answers
Depending on which CSM workspace you are operating within, certain steps can be applied to configure the form header. Which of the following is correct regarding form headers in the CSM Configurable workspace?
Which of the following statements is correct regarding product models in CSM?
Special Handling Notes can apply to which one of the following based on specific attributes?
What is a limitation regarding synchronization between a case and its associated work order?
Which entities combined together make up the Service-aware Install Base?
Choose 3 answers
Which application must be activated to enable customers to check in on-line for future appointments?
Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can:
Options are :
Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident. Problem and Change forms. What do you recommend to your customer?
Which feature provides easy-to-configure integrations between the Now Platform and third-party Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) tools or platforms?
External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals. What can they approve in relation to cases via the portals?
What will be the state of a case after a customer rejects the solution proposed by an agent?
Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)
Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)
Based on which out-of-box attributes can Special Handling Notes be applied to cases?
Choose 3 answers
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
A contact can submit a self-registration request from the customer portal with a registration code. Which of the following roles can approve the request? (Choose three.)
Asset classes are defined to allow for logical grouping of assets. There are five asset classes provided to group assets, each Asset class provides unique functionality for that group of Assets in the platform. Which of the following are the asset classes used? (Choose five.)
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
When working with case types, what is the lowest level in the case type hierarchy called?
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
_____________________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.
Options are :
________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :
TESTED 23 Dec 2024
