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Question # 4

Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

A.

Manage cases on behalf of customer service agents

B.

Create cases on behalf of customers

C.

Manage requests on behalf of customer service agents

D.

Create requests on behalf of customers

E.

Manage major incident communication on behalf of a customer service manager

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Question # 5

Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? (Choose three.)

A.

Assigned Cases

B.

Agent Affinity

C.

Availability Today

D.

Matching Skills

E.

Agent History

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Question # 6

Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)

A.

Apply Role by Customer

B.

Auto Assessment

C.

Change Update to Close

D.

Update Case Entitlement

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Question # 7

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.

A.

B2C

B.

B2B

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Question # 8

What are the characteristics of Knowledge Categories?

A.

Shareable across KBs: Yes ; Multi-Level: No

B.

Shareable across KBs: No ; Multi-Level: Yes

C.

Shareable across KBs: No ; Multi-Level: No

D.

Shareable across KBs: Yes ; Multi-Level: Yes

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Question # 9

________________ 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.

Consumer [sn_customerservice.consumer]

C.

Customer [sn_customerservice.customer]

D.

Partner [sn_customerservice.partner]

E.

Customer case manager [sn_customerservice.customer_case_manager]

F.

Customer administrator [sn_customerservice.customer_admin]

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Question # 10

What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?

A.

Publish Workaround

B.

Document a Known error

C.

Complete Investigation

D.

Complete RCA

E.

Document Five Whys

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Question # 11

Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?

A.

Open an incident

B.

Viewing knowledge articles

C.

Live chat

D.

Consumer self-registration

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Question # 12

A customer service agent wants to escalate an account but is unable to use the Escalate Account related link on the Account form. What could be the reasons why the customer service agent is not able to use it? (Choose two.)

A.

No escalation approval flow is configured

B.

The parent account of the account to be escalated is not active

C.

The customer service agent is not assigned with the escalation requester role

D.

The account already has an open escalation record

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Question # 13

Service-aware Install Base consists of which entities? (Choose three.)

A.

Installed Products

B.

Install Base Items

C.

Assets

D.

Sold Products

E.

Configuration Items

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Question # 14

Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.

Options are :

A.

sn_shn.max_num_alerts

B.

sn_shn.note_preferences

C.

sn_shn.popup_width

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Question # 15

What is knowledge article versioning?

A.

A content tracker for knowledge articles

B.

A knowledge article publishing guide

C.

The ability to manage and track article updates Most Voted

D.

A knowledge article numbering guide

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Question # 16

Which of the following are true regarding the Community Portal application? (Choose two.)

A.

It is available to any customer with a Community license

B.

It is available by default with the Support and Service portals

C.

It is only available to CSM license holders

D.

Most of the configuration does not require System Administrator role

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Question # 17

What will be the state of a case after a customer rejects the solution proposed by an agent?

A.

In Progress

B.

Open Most Voted

C.

New

D.

Solution Rejected

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Question # 18

Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)

A.

Experience

B.

Skills

C.

Availability

D.

Shifts

E.

Capacity

F.

Products

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Question # 19

Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)

A.

Can research questions issues, or problems, and create view and edit cases for only their own accounts Most Voted

B.

Can assign the roles to other contacts in the same account

C.

Can view assets belonging to their account Most Voted

D.

Can edit information or roles for existing contacts

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Question # 20

From what places in SN can an agent create a case? (Choose three.)

A.

Customer Service Application

B.

Contact

C.

Account

D.

Chat

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Question # 21

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.)

A.

Hardware assets Most Voted

B.

Facility assets Most Voted

C.

Configuration assets

D.

Software licenses assets Most Voted

E.

Enterprise Software assets Most Voted

F.

Network assets

G.

Consumables assets

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Question # 22

What action is required to enable agents to create an incident record for a case?

A.

They must be assigned with the read role for incident

B.

They must be assigned with the itil role

C.

They must be assigned with the snc_intemal role

D.

They must be assigned with the sn_customerservice.itsm_contributor role

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Question # 23

Information in the Case Field ‘Contact’ is copied to which Incident Field?

A.

Contact

B.

User

C.

Customer

D.

Caller

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Question # 24

Articles can provide the following: (Choose three.)

A.

Document current and known issues

B.

Provide answers and responses to common issues or questions

C.

Information about customer’s service contract

D.

Share product information

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Question # 25

Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

A.

Case Escalation

B.

Case State

C.

Case Categorization

D.

Case Prioritization

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Question # 26

What is the benefit of a phased release approach?

A.

Team members schedules are able to synchronize

B.

More time to develop stories

C.

Working across multiple systems of record

D.

Delivery of core functionality quickly

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Question # 27

What features are included with the Customer Service Portal?

Choose 3 answers

A.

Header with links for different customer activities such as creating a case

B.

Search feature to get Information from several repositories

C.

Links to information sources such as the knowledge base, community and customer support

D.

Links to marketing promotions and product coupons

E.

The ability to create new accounts

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Question # 28

What is required to synchronize fields from a parent to a child case(s)?

A.

The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated

B.

Major Issue Management needs to be installed and certain properties enabled

C.

No action required, this is a standard Customer Service Management feature

D.

The role of sn_customerservice.customer_case_manager must be assigned

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Question # 29

Which of the following options can a survey administrator define on an individual survey? (Choose two.)

A.

The ability for end users to decline survey assignments

B.

Number of survey reminder notifications

C.

Trigger conditions Most Voted

D.

Anonymize responses

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Question # 30

An Account Relationship is based on a defined account relationship type. Users with the System Administrator role can define two types of relationships:

Choose 2 answers

A.

Partner-to-customer

B.

Customer-to-Consumer

C.

Account-to-account

D.

Partner-to-account

E.

Account-to-customer

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Question # 31

By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)

A.

Assets Most Voted

B.

Publications Most Voted

C.

Products Most Voted

D.

Contacts

E.

Contracts

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Question # 32

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?

A.

A step-by-step methodology for creating and solving different case types

B.

A detailed check list for customer service teams

C.

A multi-step process consisting of a series of questions answers, and guidance Most Voted

D.

A set of steps used to define a complex process

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Question # 33

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.)

A.

Customer service manager (sn_customerservice_manager)

B.

System administrator (admin) Most Voted

C.

Customer administrator (sn_customerservice.customer_admin) Most Voted

D.

Partner administrator [sn_customerservice.partner_admon] Most Voted

E.

Service organization administrator (sn_customerservice.service_organization_admin)

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Question # 34

Depending on the CSM application configurations, cases can be assigned to agents manually or by using auto-assignment. Which routing and assignment features leverage matching rules? (Choose two.)

A.

State Flows

B.

Assignment Workbench

C.

Assignment Rules

D.

CSM Workspace

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Question # 35

Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?

A.

Close Cases in Resolved state

B.

Auto Close Resolved Cases Most Voted

C.

Resolved to Close State

D.

Move Resolved Cases to Closed

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Question # 36

A customer service manager would like to limit the reading and creation of knowledge articles within a specific Knowledge Base to the Customer Support group only. Which features should be used to accomplish this? (Choose two.)

A.

Can Read user criteria

B.

Whitelist all other groups from the Knowledge Base

C.

Hide the Knowledge Base from the Knowledge Base Portal

D.

Cannot Contribute user criteria

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Question # 37

What one of the following is optional when creating a Catalog workflow?

A.

Publishing the workflow

B.

Defining workflow activities

C.

Approving the workflow

D.

Managing workflow versions

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Question # 38

What does the Agent Whisper function do?

A.

Lets agents and chat supervisors have a conversation without the requester knowing

B.

Lets the chat supervisors have a conversation with the requester without the agent knowing

C.

Lets agents have chat conversations with other agents without the requester knowing

D.

Lets agents and requesters have a conversation without the chat supervisor knowing

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Question # 39

Why does the implementation team need to deliver core functionality to the customer as quickly as possible?

A.

To expand the technical reach

B.

To facilitate the requirement gathering during the workshops

C.

To complete any complex customizations early enough

D.

To realize near-term ROI (Return on Investment)

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Question # 40

When working with communication channels, what inbound email flows are available by default? (Choose two.)

A.

Create case for product

B.

Create case for asset

C.

Update case from forward email

D.

Create case from email

E.

Update case using reply

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Question # 41

Major Issue Management uses which one of the following capabilities?

A.

Governance Risk and Control

B.

Targeted Communications

C.

Asset management

D.

Record producers

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Question # 42

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 case

B.

The customer case will be automatically closed

C.

The customer case becomes the parent case of the major case

D.

The customer case will automatically be related to a problem

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Question # 43

New case tasks use the following prefix:

A.

CSMTASK prefix

B.

CASETASK prefix

C.

CSTASK prefix

D.

No specific task prefix just existing TASK prefix

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Question # 44

An account is a supported external customer and a contact is a user who is an employee of an account. How many accounts can a contact be associated with?

A.

One

B.

Two

C.

Three

D.

Multiple

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Question # 45

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?

A.

Change Records and Request Records

B.

Request Records and Escalations

C.

Problem Records and Incident Records

D.

Problem Records and Escalations

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Question # 46

Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?

A.

Case Performance

B.

Case Analytics

C.

Case Digest

D.

Case Spotlight

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Question # 47

When creating or importing assets for CSM, model categories are used to: (Choose three.)

A.

Define whether a Configuration Item (CI) is created when an Asset record is created or vice versa Most Voted

B.

Group assets together Most Voted

C.

Build a classification structure for product models

D.

Model the configuration options for each product model being sold to customers

E.

Define a link between Asset classes and Configuration Item (CI) classes

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Question # 48

What is the specific type of catalog item called that allows users to create any type of task, such as cases, from the Service Catalog?

A.

Catalog item

B.

Service Catalog Request

C.

Request Item

D.

Record Producer

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Question # 49

External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:

A.

webDAV-compilant

B.

Web-based

C.

WebDAV-versioned

D.

Web-configurable

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Question # 50

Now Create provides a prescriptive methodology, leading practices, and accelerators to help with ServiceNow implementations and upgrades How many sequential project phases and exit gates are there in the Now Create Methodology?

A.

Four

B.

Three

C.

Six

D.

Five

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Question # 51

To which entities can Special Handling Notes be applied out of the box?

A.

Consumer

B.

Entitlement

C.

Sold Product

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Question # 52

What are some benefits that Knowledge Product Entitlement provide? (Choose three.)

A.

Reduces call volume

B.

Makes it easier for Agents to manage case volume

C.

Allows access to Knowledge Articles that are related to products owned by a customer

D.

Information about customer’s service contract

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Question # 53

Which roles are considered external?

Choose 2 answers

A.

Partner Admin (sn_customerservice. partner_admin)

B.

Customer Admin (sn_cuslomerservlce.customet_admin)

C.

Customer Service Agent (sn_customerservice_agent)

D.

Consumer Support Agent (sn_customerservice.consumer_agent)

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Question # 54

Using the out-of-the-box major issue management process flow, a consumer service agent proposes an existing case in the Open state as a major case candidate. The major case candidate has a consumer defined and is approved by the customer service manager What happens to the major case candidate?

A.

The major case candidate is closed and a new major case is created

B.

The major case candidate becomes the major case

C.

The major case candidate requires an approval from the major issue manager

D.

A new major case is created and the major case candidate Is added as a child to the major case

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Question # 55

Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?

A.

Contextual Search

B.

Agent Assist

C.

Dynamic Related Records

D.

Record Information

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Question # 56

What do blue circles in the timeline of a case form represent?

A.

Note

B.

State

C.

Activity

D.

Comment

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Question # 57

What types of escalation templates can be created?

Choose 2 answers

A.

Account

B.

Sold Product

C.

Consumer

D.

Case

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Question # 58

Service providers use business models to support their various customers. What type of customer is supported with the Business-to-Consumer (B2C) model?

A.

Individuals

B.

Partners

C.

Contacts

D.

Accounts

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Question # 59

Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance?

Choose 2 answers

A.

Store APPs

B.

XML unloads

C.

Update Sets

D.

Plugins

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Question # 60

What allows the implementation of phases and tasks to meet performance goals track progress and measure success?

A.

Performance Analytics Spotlight

B.

Scheduled Reporting

C.

Service Level Agreement Tasks

D.

Continual Improvement Management

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Question # 61

Which type of catalog item may be found in a Service Catalog?

A.

Requested Items

B.

Content Items Most Voted

C.

Categories

D.

Execution Plans

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Question # 62

What functionality is required to automatically close resolved cases if customers do not respond within a specified time?

A.

Auto Close Resolved Cases Workflow

B.

Auto Close Resolved Cases Flow Designer Flow

C.

Auto Close Resolved Cases Business Rule

D.

Auto Close Resolved Cases Scheduled Job

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Question # 63

When are child cases updated from the parent case?

A.

Clicking on the Child Sync UI

B.

Scheduled Job

C.

Automatically upon update of parent

D.

When the Sync scheduled job runs

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Question # 64

Which of the following are best practice with regard to data imports? (Choose two.)

A.

When importing to multiple instances import to each instance separately.

B.

Use ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather than in the

legacy repository.

C.

Ensure the field data lengths in ServiceNow are adequate for the imported data because ServiceNow does

not automatically adjust the length.

D.

Images embedded in Knowledge Articles should be uploaded separately

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Question # 65

Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)

A.

Special handing notes

B.

Lookup and verify

C.

Related search

D.

Agent assist

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Question # 66

Information about a customer’s service contract is found in Knowledge.

A.

False

B.

True

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Question # 67

Access to a Knowledge base or Article can be restricted based on a customer’s assets and the product models using which of the following? (Choose two.)

A.

Knowledge Product Entitlements

B.

Data Policy

C.

ACL

D.

User Criteria

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Question # 68

Which of the following are correct for parent/child synchronization? (Choose two.)

A.

Multiple child cases can be managed from a parent case as in Major Issue Management

B.

The Administrator can choose which fields to synchronize from parent to child cases

C.

Parent to child cases can be synchronized regardless of which state the case is in

D.

The property to synchronize parent to child cases is automatically enabled

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