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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
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.)
Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?
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.)
After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?
Which of the following options can a survey administrator define on an individual survey? (Choose two.)
In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)
What feature does the Product Model and Catalog Items Relationship plugin enable?
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :
What is required to enable the Follow the sun field on the Customer Service Case form?
Which of the following are best practice with regard to data imports? (Choose two.)
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :
Which of the following are true regarding the Community Portal application? (Choose two.)
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.)
What is a limitation regarding synchronization between a case and its associated work order?
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
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.)
What are the advantages of leading indicators over lagging indicators? (Choose two.)
How are ServiceNow’s out-of-the-box Customer Service Management applications packaged? (Choose two.)
Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
Options are :
In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?
Which of the following are benefits that may be gained from using communities?
Choose 3 answers
A consumer service agent receives and accepts a case which was created by a consumer. The agent needs and requests more information from the consumer. After receiving the information, the agent proposes a solution that is accepted by the consumer Given this scenario, what is the chronological order of case states used to manage this case?
Advanced Work Assignment assigns work to agents based on their availability, capacity, and skills. Agent Affinity enhances the Advanced Work Assignment process by adding additional agent details organized by affinity type. Which of these are these affinity types?
Choose 3 answers
The case digests feature includes which types of case communication? (Choose two.)
Which role must B2B and B2C customers obtain, at a MINIMUM, to have access to a ServiceNow instance?
Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)
In Advanced Work Assignment, what does the overflow assignment capability do, if defined?
What role can be assigned to employees who are not fulfillers, such as those in sales and services, or do not have other CSM-specific roles, but have a need to create cases on behalf of customers?
From a service provider’s perspective, is the following a product or an asset?
A cable modem model that the service provider sells.
Service providers use business models to support their various customers. What type of customer is supported with the Business-to-Consumer (B2C) model?
Proactive Customer Service Operations works Event Management to proactively monitor and fix issues affecting customers. It can also trigger case workflow’s and enable organizations to notify customers whose services or products are impacted by an outage or issue. What are the three main components that make up Proactive Customer Service Operations? (Choose three.)
When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?
When working with case types, what is the lowest level in the case type hierarchy called?
When working with communication channels, what inbound email flows are available by default? (Choose two.)
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.)
Based on which out-of-box attributes can Special Handling Notes be applied to cases?
Choose 3 answers
Which of the following roles have permission to create a relationship between a contact and an account? (Choose two.)
Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance?
Choose 2 answers
Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)
What criteria can be used to determine when a new inbound case should be opened?
TESTED 02 May 2024
