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السؤال #1
On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)
A. APartner admin
B. BPartner contact
C. CCustomer admin
D. DCustomer contact
عرض الإجابة
اجابة صحيحة: AC
السؤال #2
Agents and managers cannot create knowledge articles from Community questions.
A. True
B. Falsecorrect
عرض الإجابة
اجابة صحيحة: B
السؤال #3
A customer service manager would like to limit the reading and creation of knowledge articles within a specific Knowledge Base to the Customer Support group only. Which features should be used to accomplish this? (Choose two.)
A. Can Read user criteria
B. Whitelist all other groups from the Knowledge Base
C. Hide the Knowledge Base from the Knowledge Base Portal
D. Cannot Contribute user criteria
عرض الإجابة
اجابة صحيحة: AD
السؤال #4
What should be emphasized when designing solutions? (Choose three.)
A. Minimize customizationscorrect
B. Focus Out-of-the-box functionalitycorrect
C. Design for Scalabilitycorrect
D. Mobile friendly functionalitycorrect
عرض الإجابة
اجابة صحيحة: ABCD
السؤال #5
Who can create a customer service case from a community discussion? (Choose two.)
A. Customer service agent (sn_customerservice_agent)correct
B. Proxy case creator (sn_customerservice
C. Partner (sn_customerservice
D. Case Viewer (sn_customerservice
عرض الإجابة
اجابة صحيحة: AB
السؤال #6
Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
A. Maybe
B. No
C. Yescorrect
D. I don't know
عرض الإجابة
اجابة صحيحة: C
السؤال #7
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content? (Choose two.)
A. Imported external articles appear as attachments in ServiceNowcorrect
B. Only applications that allow WebDAV connections can be integratedcorrect
C. The imported article will have the same category it had in the source knowledge basecorrect
D. SharePoint blocks this integration
عرض الإجابة
اجابة صحيحة: ABC
السؤال #8
What is the final state of a case?
A. Resolved
B. Resolution Accepted
C. Completed
D. Closed
عرض الإجابة
اجابة صحيحة: D
السؤال #9
What role does the Engagement Manager play before the Workshop? (Choose two.)
A. Project Managercorrect
B. Acts as intermediary
C. Provides answers to technical problems
D. Assists with technical requirementscorrect
عرض الإجابة
اجابة صحيحة: AD
السؤال #10
What are the conditions that matching rules are based on? (Choose two.)
A. Agent resources best suited to work on a case
B. Specific routing rules
C. Filters set up in advanced work assignment
D. Specific case attributes
عرض الإجابة
اجابة صحيحة: AD
السؤال #11
Special Handling Notes can apply to which one of the following based on specific attributes?
A. Domain
B. Contactcorrect
C. Holiday
D. VIP
عرض الإجابة
اجابة صحيحة: B
السؤال #12
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 outageis local to the customer and scheduled a technician to Mary's house.
A. B2C
B. B2B
عرض الإجابة
اجابة صحيحة: A
السؤال #13
What are the Forum User Types? (Choose three.)
A. Admincorrect
B. Registeredcorrect
C. Publiccorrect
D. Custom
E. Moderatorcorrect
عرض الإجابة
اجابة صحيحة: ABCE
السؤال #14
What are common types of application record data that are imported during a CSM data migration? (Choose two.)
A. Knowledge Articlecorrect
B. Accountscorrect
C. Chat
D. Casecorrect
عرض الإجابة
اجابة صحيحة: ABD
السؤال #15
Major Issue Management uses which one of the following capabilities?
A. overnance Risk and Control
B. argeted Communications
C. sset management
D. ecord producers
عرض الإجابة
اجابة صحيحة: B
السؤال #16
Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)
A. Contact (customer_contact)correct
B. Consumer User (csm_consumer-user)correct
C. Consumer (csm_consumer)correct
D. CSM User (csm_user)
عرض الإجابة
اجابة صحيحة: ABC
السؤال #17
Which of the following is a condition for matching rules?
A. Agent domain
B. Assignment
C. Switching
D. Specific case attributescorrect
عرض الإجابة
اجابة صحيحة: D
السؤال #18
What is required to synchronize fields from a parent to a child case(s)?
A. The advanced plugin (com
B. Major Issue Management needs to be installed and certain properties enabledcorrect
C. No action required, this is a standard Customer Service Management feature
D. The role of sn_customerservice
عرض الإجابة
اجابة صحيحة: B
السؤال #19
Major Issue Management uses which one of the following capabilities?
A. Governance Risk and Control
B. Targeted Communicationscorrect
C. Asset management
D. Record producers
عرض الإجابة
اجابة صحيحة: B
السؤال #20
What should be part of the pre-engagement collateral?
A. Frequently Asked Questions (FAQ)
B. Scoping Guide
C. Customer Service roles templatecorrect
D. Stock Keeping Unit (SKU) and pricing sheet
عرض الإجابة
اجابة صحيحة: C
السؤال #21
What one of the following is optional when creating a Catalog workflow?
A. Publishing the workflow
B. Defining workflow activities
C. Approving the workflow
D. Managing workflow versionscorrect
عرض الإجابة
اجابة صحيحة: D
السؤال #22
Matching rules enhance assignment capability by ____________________.
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 skillcorrect
عرض الإجابة
اجابة صحيحة: D
السؤال #23
If only one user reports a content for moderation, the content will be hidden.
A. rue
B. alse
عرض الإجابة
اجابة صحيحة: B
السؤال #24
If only one user reports a content for moderation, the content will be hidden.
A. True
B. Falsecorrect
عرض الإجابة
اجابة صحيحة: B
السؤال #25
Which service catalogs are available in the base instance customer portals? Choose 2 answers
A. Consumer Service
B. Product Service
C. Partner Service
D. Customer Service
عرض الإجابة
اجابة صحيحة: AD
السؤال #26
What module is used to create Case Record Producers?
A. Case Record Producers
B. Edit Records
C. Record Producerscorrect
D. Maintain Records
عرض الإجابة
اجابة صحيحة: C
السؤال #27
What do blue circles in the timeline of a case form represent?
A. Triggered SLAs
B. State changescorrect
C. Customer comments
D. Activity updates
عرض الإجابة
اجابة صحيحة: B
السؤال #28
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. Knowledge Product Entitlementscorrect
B. Data Policy
C. ACL
D. User Criteria
عرض الإجابة
اجابة صحيحة: A
السؤال #29
What does the Agent Whisper function do?
A. Lets agents and chat supervisors have a conversation without the requester knowingcorrect
B. Lets the chat supervisors have a conversation with the requester without the agent knowing
C. Lets agents have chat conversations with other agents without the requester knowing
D. Lets agents and requesters have a conversation without the chat supervisor knowing
عرض الإجابة
اجابة صحيحة: A
السؤال #30
Articles can provide the following: (Choose three.)
A. Document current and known issuescorrect
B. Provide answers and responses to common issues or questionscorrect
C. Information about customer’s service contract
D. Share product informationcorrect
عرض الإجابة
اجابة صحيحة: ABD

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