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NEW QUESTION # 130
When are any changes to the platform considered a customization?
- A. When they require an implementation spread across all project phases
- B. If they are NOT applied through the usage of built-in tools on the Now Platform
- C. When they are solely implemented for a custom application
- D. When there are business demands for custom functionality that is not offered out-of-the-box
Answer: D
NEW QUESTION # 131
What must a system administrator configure to define a different approval workflow for an escalation request?
- A. Escalation Decision
- B. Escalation Reason
- C. Escalation Rule
- D. Escalation Template
Answer: C
NEW QUESTION # 132
Match the business rule to its function in the Self-Service Portal.
Hot Area:
Answer:
Explanation:
Reference:
https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-servicemanagement/reference/r_BRIWCustomerService.html
NEW QUESTION # 133
What module is used to create Case Record Producers?
- A. Case Record Producers
- B. Edit Records
- C. Record Producers
- D. Maintain Records
Answer: C
NEW QUESTION # 134
What does NLU stand for?
- A. Natural-Learning Userability
- B. Natural-Learning URL
- C. Natural-Language Understanding Most Voted
- D. Natural-Language URL
Answer: C
NEW QUESTION # 135
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. User Criteria
- B. Knowledge Product Entitlements
- C. ACL
- D. Data Policy
Answer: A,D
NEW QUESTION # 136
Which of the following best describes how the CSM application uses the Asset table?
- A. ServiceNow uses the same Asset table for both CSM and ITSM. however, CSM has a different subset of fields
- B. CSM uses the Product Model table instead of the ITSM Asset table
- C. CSM uses the Product table instead of the ITSM Asset table
- D. Because CSM Assets are managed differently from ITSM Assets. ServiceNow uses different Asset Tables foe CSM than it does for ITSM
Answer: A
NEW QUESTION # 137
Which of the following are true regarding the Community Portal application? (Choose two.)
- A. Most of the configuration does not require System Administrator role
- B. It is only available to CSM license holders
- C. It is available to any customer with a Community license
- D. It is available by default with the Support and Service portals
Answer: B,C
NEW QUESTION # 138
Match the business rule to its function in the Self-Service Portal.
Hot Area:
Answer:
Explanation:
Explanation
Explanation
NEW QUESTION # 139
Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
Options are :
- A. Maybe
- B. I don't know
- C. Yes
- D. No
Answer: C
NEW QUESTION # 140
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
- A. False
- B. True
Answer: B
Explanation:
Explanation
NEW QUESTION # 141
Which of the following roles cannot update a consumer's record?
- A. sn_customerservice_manager
- B. sn_customerservice.consumer_agent
- C. sn_customerservice_agent
- D. admin
Answer: C
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 # 142
Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?
- A. In-form Analytics Most Voted
- B. Service Analytics
- C. Case Spotlight
- D. CSM Prediction Results
Answer: A
NEW QUESTION # 143
What features are included with the Customer Service Portal?
Choose 3 answers
- A. Links to marketing promotions and product coupons
- B. The ability to create new accounts
- C. Header with links for different customer activities such as creating a case
- D. Search feature to get Information from several repositories
- E. Links to information sources such as the knowledge base, community and customer support
Answer: C,D,E
Explanation:
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/use-the-customer-portal.html
NEW QUESTION # 144
Which are the key self-service functions of the Customer Support Portal? (Choose three.)
- A. Service Catalog
- B. Open An Incident
- C. Community
- D. Knowledge Base
Answer: A,C,D
Explanation:
Explanation/Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/success/ playbook/self-service-improvement.pdf
NEW QUESTION # 145
What should be emphasized when designing solutions? (Choose three.)
- A. Mobile friendly functionality
- B. Minimize customizations
- C. Design for Scalability
- D. Focus Out-of-the-box functionality
Answer: A,C,D
NEW QUESTION # 146
Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?
- A. Quick Actions
- B. Templates
- C. Quick Messages
- D. Response Templates
Answer: D
NEW QUESTION # 147
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
- A. Create requests on behalf of customers
- B. Manage cases on behalf of customer service agents
- C. Manage requests on behalf of customer service agents
- D. Create cases on behalf of customers
- E. Manage major incident communication on behalf of a customer service manager
Answer: A,D
NEW QUESTION # 148
What is required to synchronize fields from a parent to a child case(s)?
- A. The role of sn_customerservice.customer_case_manager must be assigned
- 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 advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
Answer: B
Explanation:
Reference:
customer-service-management/task/config-major-case-synchronization.html
NEW QUESTION # 149
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