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

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Viewing page 6 out of 8 pages
Viewing questions 51-60 out of questions
Questions # 51:

Which are the key self-service functions of the Customer Support Portal? (Choose three.)

Options:

A.

Community

B.

Knowledge Base

C.

Open An Incident

D.

Service Catalog

Expert Solution
Questions # 52:

Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

Options:

A.

True

B.

False

Expert Solution
Questions # 53:

Which of the following is a condition for matching rules?

Options:

A.

Agent domain

B.

Assignment

C.

Switching

D.

Specific case attributes

Expert Solution
Questions # 54:

Which of the following roles cannot update a consumer’s record?

Options:

A.

sn_customerservice_agent

B.

sn_customerservice_manager

C.

sn_customerservice.consumer_agent

D.

admin

Expert Solution
Questions # 55:

What is the purpose of a Catalog Item variable?

Options:

A.

Allows the customer to ask a question

B.

Provides hint to the user on the field

C.

Opens a chat session with customer support

D.

Allows the customer or consumer to qualify their answer

Expert Solution
Questions # 56:

What should be done if an attribute about an Install Base Item is merely for informational purposes?

Options:

A.

Include it in the entitlement details

B.

Track it as an Install Base characteristic

C.

Document it in the product manual

D.

Create a Install Base custom field

Expert Solution
Questions # 57:

Articles can provide the following: (Choose three.)

Options:

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

Expert Solution
Questions # 58:

Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident. Problem and Change forms. What do you recommend to your customer?

Options:

A.

Add a Show field to the base cmdb table: Check the Show box on those CI records they want to display; make reference qualifier to display only the CIs with show=true

B.

Use the Principal CI class checkbox, to identify the CI classes that they want visible on the Incident, Problem, and Change forms Most Voted

C.

Create an Access control to hide the unnecessary CIs from the itil users

D.

Make a show/hide UI action to show only the desired CIs to the itil users

Expert Solution
Questions # 59:

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

Options:

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

Expert Solution
Questions # 60:

Matching rules enhance assignment capability by ____________________.

Options:

A.

Matching best agent by availability

B.

Providing dynamic matching of cases to groups or individuals

C.

Determining if account is a customer or partner

D.

Matching best agent by skill

Expert Solution
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