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  5. ServiceNow Certified Implementation Specialist - Customer Service Management Exam Questions and Answers

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Viewing page 3 out of 8 pages
Viewing questions 21-30 out of questions
Questions # 21:

Regarding Account Teams, what is the purpose of marking a role as 'unique'?

Options:

A.

The role then becomes a child responsibility

B.

Ensure there is a dedicated account manager for that account

C.

The role then becomes a parent responsibility

D.

Prevent the same role being used on different customer accounts

Expert Solution
Questions # 22:

If only one user reports a content for moderation, the content will be hidden.

Options:

A.

True

B.

False

Expert Solution
Questions # 23:

Which step in Advanced Work Assignment (AWA) would ensure the work was allocated to the appropriate agent?

Options:

A.

Set the Agent Experience

B.

Define Assignment Rules

C.

Define Work Item Queues

D.

Configure Service Channels

Expert Solution
Questions # 24:

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

Options:

A.

Individuals

B.

Partners

C.

Contacts

D.

Accounts

Expert Solution
Questions # 25:

What is required to enable the Follow the sun field on the Customer Service Case form?

Options:

A.

Nothing, it is a standard field

B.

The value property on the form must be set to true

C.

The plugin ‘com.snc.csm_time_recording’ needs to be activated

D.

The value property on the form must be set to true and the field added to the case form

Expert Solution
Questions # 26:

_____________________ 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 :

Options:

A.

Partner [sn_customerservice.partner]

B.

Agent [sn_customerservice_agent]

C.

Consumer Agent [sn_customerservice.consumer_agent]

D.

Agent manager [sn_customerservice_manager]

E.

Customer case manager [sn_customerservice.customer_case_manager]

F.

Customer administrator [sn_customerservice.customer_admin]

Expert Solution
Questions # 27:

What should be emphasized when designing solutions? (Choose three.)

Options:

A.

Minimize customizations

B.

Focus Out-of-the-box functionality

C.

Design for Scalability

D.

Mobile friendly functionality

Expert Solution
Questions # 28:

Which roles are considered external?

Choose 2 answers

Options:

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)

Expert Solution
Questions # 29:

Special Handling Notes can apply to which one of the following based on specific attributes?

Options:

A.

Domain

B.

Contact

C.

Holiday

D.

VIP

Expert Solution
Questions # 30:

Which roles are considered external? (Choose two.)

Options:

A.

Consumer Support Agent (sn_customerservice.consumer_agent)

B.

Customer Admin (sn_customerservice.customer_admin) Most Voted

C.

Partner Admin (sn_customerservice.partner_admin) Most Voted

D.

Customer Service Agent (sn_customerservice_agent)

Expert Solution
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Viewing questions 21-30 out of questions