لا تريد أن تفوت شيئا؟

نصائح اجتياز امتحان الشهادة

آخر أخبار الامتحانات ومعلومات الخصم

برعاية وحديثة من قبل خبرائنا

نعم، أرسل لي النشرة الإخبارية

خذ اختبارات أخرى عبر الإنترنت
السؤال #1
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 #2
Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can: Options are:
A. Escalate the chat to virtual agentcorrect
B. Create a record, such as an incident or a casecorrect
C. Escalate the chat to another agentcorrect
D. Respond to questionscorrect
عرض الإجابة
اجابة صحيحة: ABCD
السؤال #3
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 #4
What should be part of the pre-engagement collateral?
A. Frequently Asked Questions (FAQ)
B. Scoping Guidecorrect
C. Customer Service roles template
D. Stock Keeping Unit (SKU) and pricing sheet
عرض الإجابة
اجابة صحيحة: B
السؤال #5
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
A. Case Escalationcorrect
B. Case State
C. Case Categorizationcorrect
D. Case Prioritizationcorrect
عرض الإجابة
اجابة صحيحة: ACD
السؤال #6
Entitlements specify the level of service provided to customers.
A. False
B. Truecorrect
عرض الإجابة
اجابة صحيحة: B
السؤال #7
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 skill
عرض الإجابة
اجابة صحيحة: D
السؤال #8
Which of the following is a condition for matching rules?
A. Agent domain
B. Assignmentcorrect
C. Switching
D. Specific case attributes
عرض الإجابة
اجابة صحيحة: B
السؤال #9
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 Mary’s house.
A. B2Ccorrect
B. B2B
عرض الإجابة
اجابة صحيحة: A
السؤال #10
What will be the state of a case after a customer rejects the solution proposed by an agent?
A. AIn Progress
B. BOpen Most Voted
C. CNew
D. DSolution Rejected
عرض الإجابة
اجابة صحيحة: B
السؤال #11
Agents and managers cannot create knowledge articles from Community questions.
A. True
B. False
عرض الإجابة
اجابة صحيحة: A
السؤال #12
ACME corporation wants to use ServiceNow CSM for supporting their customers through Twitter. What CSM entity would you recommend ACME to store the customer’s Twitter profile details?
A. Account
B. Not supported
C. Consumer
D. Social Profilecorrect
E. Personnel File
عرض الإجابة
اجابة صحيحة: D
السؤال #13
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)
A. Define the Business Pain Pointscorrect
B. Provide consistent service to customers
C. Have a clear understanding of the use casescorrect
D. Define the number of hours needed to develop the associated requirementscorrect
E. Implementation is only as good as the underlying processcorrect
عرض الإجابة
اجابة صحيحة: ACDE
السؤال #14
From a security perspective, scoping brings several benefits: (Choose two.)
A. Improves instance security by limiting accessibility to other applications on the instancecorrect
B. Provides CSM teams the autonomy and control needed to configure and manage the CSM application, but not the CSM Service Portalscorrect
C. IT can manage and control the pace of the CSM teams because dependencies have been put in place
D. The scope holds the records and acts as a container for the desired Customer Service Management Applicationscorrect
عرض الإجابة
اجابة صحيحة: ABD
السؤال #15
What are common types of application record data that are imported during a CSM data migration? (Choose two.)
A. nowledge Article
B. ccounts
C. hat
D. ase
عرض الإجابة
اجابة صحيحة: BD
السؤال #16
What are the Forum User Types? (Choose three.)
A. Admincorrect
B. Registeredcorrect
C. Publiccorrect
D. Custom
E. Moderatorcorrect
عرض الإجابة
اجابة صحيحة: ABCE
السؤال #17
From what places in SN can an agent create a case? (Choose three.)
A. Customer Service Applicationcorrect
B. Contact
C. Accountcorrect
D. Chatcorrect
عرض الإجابة
اجابة صحيحة: ACD
السؤال #18
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
A. Apply Role by Customercorrect
B. Auto Assessmentcorrect
C. Change Update to Close
D. Update Case Entitlementcorrect
عرض الإجابة
اجابة صحيحة: ABD
السؤال #19
If only one user reports a content for moderation, the content will be hidden.
A. True
B. Falsecorrect
عرض الإجابة
اجابة صحيحة: B
السؤال #20
In the Customer Service Management space, what does the term asset management mean?
A. inancial, contractual and inventory information of assets
B. set of business activities and processes used to track assets
C. ables in the Asset application
D. racking products or services customers are using
عرض الإجابة
اجابة صحيحة: A
السؤال #21
How many outbound email accounts are supported in Customer Service Management?
A. Onecorrect
B. Unlimited
C. Two
D. One per business service
عرض الإجابة
اجابة صحيحة: A
السؤال #22
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 #23
What does viewing a customers install base enable customer service agents to do? (Choose two.)
A. See the detailed configurations of the products and services deployed for a customer to determine me action needed
B. Monitor alerts for operational services and configuration items that affect service health
C. Trace information provided m a case to the right product or service to which it relates
D. Close an upsell of related products and services not yet purchased by a customer
عرض الإجابة
اجابة صحيحة: AD
السؤال #24
An ___________ defines the type of support that a customer receives as well as the supported communication channels. Can be associated with a product, an asset, an account, or a contract.
A. Support contract
B. Entitlement
C. Service contract
D. Support form
عرض الإجابة
اجابة صحيحة: B
السؤال #25
Information about a customer’s service contract is found in Knowledge.
A. False
B. True
عرض الإجابة
اجابة صحيحة: A
السؤال #26
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
عرض الإجابة
اجابة صحيحة: D
السؤال #27
The available case types are: (Choose two.)
A. Product Supportcorrect
B. Ordercorrect
C. Productcorrect
D. Support
عرض الإجابة
اجابة صحيحة: ABC
السؤال #28
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
A. Manage cases on behalf of customer service agentscorrect
B. Create cases on behalf of customerscorrect
C. Manage requests on behalf of customer service agents
D. Create requests on behalf of customerscorrect
E. Manage major incident communication on behalf of a customer service manager
عرض الإجابة
اجابة صحيحة: ABD
السؤال #29
Which application must be activated to enable customers to check in on-line for future appointments?
A. Business Location
B. Walk-Up Experiencecorrect
C. Field Service Management
D. Service Organization
عرض الإجابة
اجابة صحيحة: B
السؤال #30
Which of the following is a condition for matching rules?
A. Agent domaincorrect
B. Assignmentcorrect
C. Switching
D. Specific case attributes
عرض الإجابة
اجابة صحيحة: AB

View The Updated ServiceNow Exam Questions

SPOTO Provides 100% Real ServiceNow Exam Questions for You to Pass Your ServiceNow Exam!

Get ServiceNow Practice Test

عرض الإجابات بعد التقديم

يرجى إرسال البريد الإلكتروني الخاص بك والواتس اب للحصول على إجابات الأسئلة.

ملحوظة: يرجى التأكد من صلاحية معرف البريد الإلكتروني وWhatsApp حتى تتمكن من الحصول على نتائج الاختبار الصحيحة.

بريد إلكتروني:
رقم الواتس اب/الهاتف:


Copyright © 2024. Designer by SPOTO Official Website. All Rights Reserved.