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NEW QUESTION 10
Special Handling Notes can apply to which one of the following based on specific attributes?
- A. Domain
- B. VIP
- C. Holiday
- D. Contact
Answer: C
NEW QUESTION 11
What are features of Customer Service Management? (Choose four.)
- A. Service Contracts
- B. Demand Management
- C. Timed Audits
- D. Real-time SLAs
- E. Service Prospecting
- F. Service Entitlements
- G. Skills-based routing
Answer: B,D,F,G
NEW QUESTION 12
In the Customer Service Management space, what does the term asset management mean?
- A. Financial, contractual and inventory information of assets
- B. Tables in the Asset application
- C. A set of business activities and processes used to track assets
- D. Tracking products or services customers are using
Answer: A
NEW QUESTION 13
Major Issue Management uses which one of the following capabilities?
- A. Asset management
- B. Record producers
- C. Governance Risk and Control
- D. Targeted Communications
Answer: D
NEW QUESTION 14
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
- A. Missing configuration
- B. Misconfigured
- C. Selecting all the groups
- D. Selecting none of the groups
Answer: C
NEW QUESTION 15
Which of the following roles cannot update a consumer's record?
- A. sn_customerservice_agent
- B. sn_customerservice.consumer_agent
- C. sn_customerservice_manager
- D. admin
Answer: A
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/task/create-a-consumer-record.html
NEW QUESTION 16
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)
- A. Web
- B. Social
- C. Email
- D. Chat
Answer: A,C
Explanation:
Explanation
NEW QUESTION 17
Information about a customer's service contract is found in Knowledge.
- A. False
- B. True
Answer: A
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/c_ContractsAndEntitlements.html
NEW QUESTION 18
How many active OpenFrame configurations can you have on an instance?
- A. 0
- B. 1
- C. Unlimited
- D. 2
Answer: C
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/jakarta-customer-service-management/page/product/ customer-service-management/task/t_CreateAnOpenFrameConfiguration.html
NEW QUESTION 19
What is required to enable the Follow the sun field on the Customer Service Case form?
- A. The plugin 'com.snc.csm_time_recording' needs to be activated
- B. The value property on the form must be set to true and the field added to the case form
- C. The value property on the form must be set to true
- D. Nothing, it is a standard field
Answer: C
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_CustomerServiceCaseForm.html
NEW QUESTION 20
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
- A. Case Prioritization
- B. Case Escalation
- C. Case Categorization
- D. Case State
Answer: A,C
NEW QUESTION 21
What should be part of the pre-engagement collateral?
- A. Stock Keeping Unit (SKU) and pricing sheet
- B. Scoping Guide
- C. Customer Service roles template
- D. Frequently Asked Questions (FAQ)
Answer: C
Explanation:
Explanation
NEW QUESTION 22
Match the definitions for roles relationships.
Hot Area:
Answer:
Explanation:
NEW QUESTION 23
What is required to enable the Follow the sun field on the Customer Service Case form?
- A. The plugin 'com.snc.csm_time_recording' needs to be activated
- B. The value property on the form must be set to true and the field added to the case form
- C. The value property on the form must be set to true
- D. Nothing, it is a standard field
Answer: C
NEW QUESTION 24
What are the Forum User Types? (Choose three.)
- A. Custom
- B. Moderator
- C. Registered
- D. Admin
- E. Public
Answer: B,C,E
NEW QUESTION 25
Information in the Case Field 'Contact' is copied to which Incident Field?
- A. User
- B. Caller
- C. Contact
- D. Customer
Answer: C
Explanation:
Explanation
NEW QUESTION 26
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)
- A. Manage cases
- B. Close work orders
- C. Manage requests
- D. Execute assigned tasks
- E. Manage assets
Answer: A,B,D
Explanation:
Explanation
Explanation:
When your mobile device is offline, you can execute assigned tasks at the task location, manage assets, track the time stamp of updated tasks, and close work orders and work order tasks. The data for tasks performed offline is stored in the device cache and synchronized when the device goes online.
Reference: https://docs.servicenow.com/bundle/madrid-field-service-management/page/product/field- service-management/concept/mobile-experience-fsm.html
NEW QUESTION 27
Major Issue Management uses which one of the following capabilities?
- A. Asset management
- B. Record producers
- C. Governance Risk and Control
- D. Targeted Communications
Answer: D
Explanation:
Explanation
NEW QUESTION 28
In the Customer Service Management space, what does the term asset management mean?
- A. Financial, contractual and inventory information of assets
- B. Tables in the Asset application
- C. A set of business activities and processes used to track assets
- D. Tracking products or services customers are using
Answer: A
Explanation:
Explanation
NEW QUESTION 29
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