________________ is a role for managing all of the cases in an account and any related child
accounts.
Options are :
E
True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent
Workspace.
Options are :
B
Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the
Customer Service Management plugin?
Options are :
C
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels,
default 500 px.
Options are :
C
_____________________ is a role for agents who assists consumers with questions, issues, and
problems. This user creates, views, and edits cases and works with consumers to resolve cases.
Typically supports a specific set of products across one or more communication channels. An agent
can belong to one or more agent groups.
Options are :
C
Configure chat for Agent Workspace so that agents can interact with their customers. From a chat,
agents can:
Options are :
B, C, D
Cost Information on cases is available as part of the Performance Analytics Content Pack for
Customer
Service.
A
Reference:
https://docs.servicenow.com/bundle/london-customer-service-management/page/product/customer-service-management/task/view-csm-executive-dashboard.html
Which of the following are best practice with regard to data imports? (Choose two.)
A, D
Partner admin contacts have access to the data of both their partner accounts and customer
accounts.
A
Reference:
https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_RolesInstalledWithCustomerService.html
From a service providers perspective, is the following a product or an asset?
A cable modem model that the service provider sells.
A
Reference:
https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_ContractsAndEntitlements.html
What criteria can be used to determine when a new inbound case should be opened?
C
If the CSM Demo Data Plugin has been installed what are two options either of which will prepare
that instance
to be used as part of the release path to production? (Choose two.)
C, D
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 Marys house.
A
The ServiceNow Communities feature is only available for customers with ServiceNow Customer
Services Management licenses.
A
Reference:
https://docs.servicenow.com/bundle/orlando-release-notes/page/release-notes/customer-servicemanagement/communities-rn.html
HOT SPOT
Match the business rule to its function in the Self-Service Portal.
Hot Area:
Explanation:
Reference:
https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-servicemanagement/reference/r_BRIWCustomerService.html