Installing the Customer Service Management plugin activates:
A. Only one other plugin - Field Service Management Plugin
B. No other Plugins
C. Only two other plugins - Portal and Case Management
D. Many other plugins at the same time
From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case? (Choose three.)
A. Account
B. Incident
C. Customer Service Application
D. Special Handling Note
E. Chat
Which table must be extended when creating a new case type?
A. Case (sn_customerservice_case)
B. Case Task (sn_customerservice_case_task)
C. Task (task)
D. Case Type (sn_case_type)
What are benefits of the Conversation History feature? (Choose two.)
A. Shorter calls for agents by reducing the time to search for information
B. A customized admin chat toolbar with emojis for agents to use in chat messages
C. Improved customer satisfaction as agents can respond to and resolve customer issues faster
D. Better language management by flagging key words and alerting chat managers when agents use one or more of those words
What is the benefit of a phased release approach?
A. Team members schedules are able to synchronize
B. More time to develop stories
C. Working across multiple systems of record
D. Delivery of core functionality quickly
On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)
A. Partner admin
B. Partner contact
C. Customer admin
D. Customer contact
What is the most efficient way to get cases to be dosed automatically after a few days?
A. Set the property glide.auto.close.cases resolved to true
B. Create a workflow associated with cases with a timer that changes the state after a few days
C. Create a Scheduled job that looks at the resolved_at date
D. Activate the Auto Close Resolved Cases flow
Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)
A. Customer service manager (sn_customerservice_manager)
B. Customer service agent (sn_customerservice_agent)
C. Customer administrator (sn_customerservice.customer_admin)
D. Partner (sn_customerservice.partner)
An account is a supported external customer and a contact is a user who is an employee of an account. How many accounts can a contact be associated with?
A. One
B. Two
C. Three
D. Multiple
A contact can submit a self-registration request from the customer portal with a registration code. Which of the following roles can approve the request? (Choose three.)
A. Customer service manager (sn_customerservice_manager)
B. System administrator (admin)
C. Customer administrator (sn_customerservice.customer_admin)
D. Partner administrator [sn_customerservice.partner_admon]
E. Service organization administrator (sn_customerservice.service_organization_admin)
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