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Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
When working with case types, what is the lowest level in the case type hierarchy called?
Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)
Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)
External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:
How can multiple service catalogs be made available on the Customer Service Portal?
Which step in Advanced Work Assignment (AWA) would ensure the work was allocated to the appropriate agent?
From a service provider’s perspective, is the following a product or an asset?
A cable modem model that the service provider sells.
Read the use case below to determine if the customer service relationship is B2B or B2C.
Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage
is local to the customer and scheduled a technician to Mary’s house.
Customer service personnel who are allocated the customer service agent (sn_customerservice_agent) role are responsible for which of the following tasks? (Choose four.)
Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?
Which role must B2B and B2C customers obtain, at a MINIMUM, to have access to a ServiceNow instance?
Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can:
Options are :
Special Handling Notes can apply to which one of the following based on specific attributes?
When creating or importing assets for CSM, model categories are used to: (Choose three.)
The case digests feature includes which types of case communication? (Choose two.)
Which of the following is a required field in the Resolution Information tad in order to close a case?
Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
Customer Service Management Administrators can delegate Contact Administration activities to specific contacts within accounts by assigning specific roles to one or more users. Which of the following roles, if assigned, would allow the user to create contacts?
How are ServiceNow’s out-of-the-box Customer Service Management applications packaged? (Choose two.)
What does viewing a customer’s install base enable customer service agents to do? (Choose two.)
To which recipient types can targeted communications (publications) be sent? (Choose two.)
By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)
In Advanced Work Assignment, what does the overflow assignment capability do, if defined?
What action can be performed by a Partner Admin (sn_customerservice.partner_admin) and NOT by a Partner (sn_customerservice partner) in the Customer Service Portal?
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?
For security purposes certain roles cannot be assigned to a group or individual at the same time. Which of me following two roles would be restricted?
What are the different resource matching methods on the Matching Rule form?
Choose 3 answers
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?
Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)
What will be the state of a case after a customer rejects the solution proposed by an agent?
In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?
What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)
Based on which out-of-box attributes can Special Handling Notes be applied to cases?
Choose 3 answers
Which of the following are benefits of customer access management? (Choose two.)
Which of the following are best practice with regard to data imports? (Choose two.)
Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)
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?
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?
TESTED 06 May 2024
