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NEW QUESTION # 44
Agents and managers cannot create knowledge articles from Community questions.
- A. False
- B. True
Answer: A
Explanation:
The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit, and retire knowledge articles that they are associated with.
Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/task/create-knowledge-article.html
NEW QUESTION # 45
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. Work notes
- B. Social Logs
- C. Additional comments
- D. Social Channels
- E. Social Profiles
Answer: B
NEW QUESTION # 46
Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?
- A. Quick Messages
- B. Quick Actions
- C. Response Templates
- D. Templates
Answer: C
NEW QUESTION # 47
What is KCS (Knowledge Centered Services)?
- A. A documented methodology to provide a set of best practices for creating and maintaining knowledge Most Voted
- B. A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge management
- C. An application that helps agents and managers to create cases from Knowledge articles
- D. A dashboard with specific visualization of the different knowledge bases and categories
Answer: A
Explanation:
https://docs.servicenow.com/en-US/bundle/vancouver-servicenow-platform/page/product/knowledge- management/concept/knowledge-centred-configuration.html#:~:text=Knowledge%2DCentered%20Service%
20(KCS),KCS%20(V6)%20verified%20product.
NEW QUESTION # 48
What will be the state of a case after a customer rejects the solution proposed by an agent?
- A. New
- B. Solution Rejected
- C. In Progress
- D. Open Most Voted
Answer: D
NEW QUESTION # 49
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
- A. Auto Assessment
- B. Change Update to Close
- C. Apply Role by Customer
- D. Update Case Entitlement
Answer: A,D
NEW QUESTION # 50
What can a person assigned with the customer role access on the customer service portal by default? (Choose three.)
- A. Assets
- B. Related parties
- C. Sold products
- D. Social profiles
- E. Cases
Answer: A,C,E
NEW QUESTION # 51
Match the business rule to its function in the Self-Service Portal.
Hot Area:
Answer:
Explanation:
Explanation:
NEW QUESTION # 52
What is required to enable the Follow the sun field on the Customer Service Case form?
- A. Nothing, it is a standard field
- B. The value property on the form must be set to true
- C. The plugin 'com.snc.csm_time_recording' needs to be activated
- D. The value property on the form must be set to true and the field added to the case form
Answer: B
Explanation:
Explanation
NEW QUESTION # 53
The available case types are: (Choose two.)
- A. Product Support
- B. Support
- C. Order
- D. Product
Answer: C,D
NEW QUESTION # 54
What are the ways the Customer Portal Locale feature can be used?
Choose 2 answers
- A. Restrict access to a customer service portal based on where a user is physically located
- B. Forward authenticated and guest users to a translated customer service portal
- C. Allow authenticated and guest users to choose a language/locale on a customer service portal
- D. Ensure only authenticated users can choose a language/locale on a customer service portal
Answer: A,B
NEW QUESTION # 55
Which of the following are true regarding the Community Portal application? (Choose two.)
- A. It is available by default with the Support and Service portals
- B. It is available to any customer with a Community license
- C. Most of the configuration does not require System Administrator role
- D. It is only available to CSM license holders
Answer: B,D
Explanation:
- Licensed for the Customer Service Management application & licensed for HR Service Delivery, so c. is wrong, which makes a. a logical choice - "The roles required to define requirements and set up forums include sn_communities.admin or sn_communities.forum_admin." (d.) Source: - https://docs.servicenow.com/bundle
/utah-customer-service-management/page/product/customer-communities/task/activate-communities.html (licensing) - https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer- communities/reference/r_setup-communities-admin.html(
NEW QUESTION # 56
Which roles are responsible for maintaining account team membership? (Choose two.)
- A. Customer Admin [sn_customerservice.customer.admin]
- B. Customer Case Manager [sn_customerservice.customer_case_manager]
- C. Customer Service Manager [sn_customerservice_manager]
- D. System Administrator [admin]
Answer: C,D
NEW QUESTION # 57
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?
- A. Use the Principal CI class checkbox, to identify the CI classes that they want visible on the Incident, Problem, and Change forms Most Voted
- B. Add a Show field to the base cmdb table: Check the Show box on those CI records they want to display; make reference qualifier to display only the CIs with show=true
- C. Make a show/hide UI action to show only the desired CIs to the itil users
- D. Create an Access control to hide the unnecessary CIs from the itil users
Answer: A
NEW QUESTION # 58
What is required to enable the Follow the sun field on the Customer Service Case form?
- A. Nothing, it is a standard field
- B. The plugin 'com.snc.csm_time_recording' needs to be activated
- C. The value property on the form must be set to true and the field added to the case form
- D. The value property on the form must be set to true
Answer: C
NEW QUESTION # 59
What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)
- A. Reduces monthly case volume
- B. Work orders can be created from a case Most Voted
- C. Customer can access work order details and tasks created for their case
- D. Reduces agent workload
Answer: B,C
NEW QUESTION # 60
Articles can provide the following: (Choose three.)
- A. Provide answers and responses to common issues or questions
- B. Information about customer's service contract
- C. Share product information
- D. Document current and known issues
Answer: A,C,D
Explanation:
Explanation
NEW QUESTION # 61
Which of the following roles can update a consumer's record? (Choose two.)
- A. Customer Service Manager (sn_customerservice_manager)
- B. Consumer Support Agent {sn_customerservice.consumer_agent)
- C. Customer Service Agent (sn_customerservice_agent)
- D. Customer (sn_customerservice.customer)
Answer: B,D
NEW QUESTION # 62
Matching rules enhance assignment capability by ____________________.
- A. Determining if account is a customer or partner
- B. Matching best agent by skill
- C. Matching best agent by availability
- D. Providing dynamic matching of cases to groups or individuals
Answer: B
NEW QUESTION # 63
When are child cases updated from the parent case?
- A. Clicking on the Child Sync UI
- B. When the Sync scheduled job runs
- C. Scheduled Job
- D. Automatically upon update of parent
Answer: D
NEW QUESTION # 64
________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :
- A. Partner administrator [sn_customerservice.partner_admin]
- B. Partner [sn_customerservice.partner]
- C. Consumer [sn_customerservice.consumer]
- D. Customer case manager [sn_customerservice.customer_case_manager]
- E. Customer [sn_customerservice.customer]
- F. Customer administrator [sn_customerservice.customer_admin]
Answer: D
NEW QUESTION # 65
Which of the following roles cannot update a consumer's record?
- A. sn_customerservice.consumer_agent
- B. sn_customerservice_manager
- C. sn_customerservice_agent
- D. admin
Answer: C
NEW QUESTION # 66
The self-registration feature enables new customer contacts to submit registration requests from the customer portal. Which role is responsible for creating the unique registration code for each account?
- A. Service organization administrator (sn_customerservice.service_organization_admin)
- B. Customer Service Manager (sn_customerservice_manager)
- C. System administrator (admin)
- D. Customer admin (sn_customerservice.customer_admin)
Answer: B
NEW QUESTION # 67
What is the purpose of a Catalog Item variable?
- A. Allows the customer to ask a question
- B. Opens a chat session with customer support
- C. Provides hint to the user on the field
- D. Allows the customer or consumer to qualify their answer
Answer: D
Explanation:
Explanation
NEW QUESTION # 68
Special Handling Notes can apply to which one of the following based on specific attributes?
- A. VIP
- B. Contact
- C. Domain
- D. Holiday
Answer: B
NEW QUESTION # 69
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