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السؤال #1
Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?
A. Set the Agent Experience (What agents see in their Workspace inbox)
B. Define Assignment Rules (How to assign work items)
C. Define Work Item Queues (Where to route)
D. Configure Service Channels (What to route)
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اجابة صحيحة: C
السؤال #2
What are some benefits that Knowledge Product Entitlement provide? (Choose three.)
A. Reduces call volumecorrect
B. Makes it easier for Agents to manage case volumecorrect
C. Allows access to Knowledge Articles that are related to products owned by a customercorrect
D. Information about customer’s service contract
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اجابة صحيحة: ABC
السؤال #3
A forum can be configured in the following ways:
A. Secret
B. Membership
C. Private
D. Public
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اجابة صحيحة: BCD
السؤال #4
The self-registration feature enables new customer contacts to submit registration requests from the customer portal. Which role is responsible for creating the unique registration code for each account?
A. ACustomer Service Manager (sn_customerservice_manager)
B. BSystem administrator (admin)
C. CService organization administrator (sn_customerservice
D. DCustomer admin (sn_customerservice
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اجابة صحيحة: B
السؤال #5
What are features of Customer Service Management? (Choose four.)
A. Timed Auditscorrect
B. Service Entitlementscorrect
C. Demand Managementcorrect
D. Service Prospecting
E. Real-time SLAscorrect
F. Service Contracts
G. Skills-based routingcorrect
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اجابة صحيحة: ABCEG
السؤال #6
What are the different resource matching methods on the Matching Rule form? (Choose four.)
A. Simple
B. Advanced
C. Selection Criteria
D. Skill
E. Affinity
F. Scripted
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اجابة صحيحة: ABCF
السؤال #7
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
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اجابة صحيحة: D
السؤال #8
Information about a customer’s service contract is found in Knowledge.
A. False
B. True
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اجابة صحيحة: A
السؤال #9
Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin? Options are :
A. AMaybe
B. BNo
C. CYes
D. DI don't know
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اجابة صحيحة: C
السؤال #10
The available case types are: (Choose two.)
A. roduct Support
B. rder
C. roduct
D. upport
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اجابة صحيحة: BD
السؤال #11
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
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اجابة صحيحة: ACD
السؤال #12
Predictive Intelligence improves Case management by:
A. Predicting what values should have gone into empty fields in historical records
B. Reducing the number of records needed to accurately predict a value
C. Replacing legacy routing rules
D. Predicting Case values without manual interventioncorrect
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اجابة صحيحة: D
السؤال #13
Asset classes are defined to allow for logical grouping of assets. There are five asset classes provided to group assets, each Asset class provides unique functionality for that group of Assets in the platform. Which of the following are the asset classes used? (Choose five.)
A. Hardware assets
B. Facility assets
C. Configuration assets
D. Software licenses assets
E. Enterprise Software assets
F. Network assets
G. Consumables assets
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اجابة صحيحة: ABDEG
السؤال #14
How many active OpenFrame configurations can you have on an instance?
A.
B. nlimited
C.
D.
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اجابة صحيحة: B
السؤال #15
What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?
A. The case action status changes to Related Task Updated
B. The case escalates to an assignment group as defined in the default escalation template
C. The case work notes are updated automatically
D. The case displays a special handling note highlighting the update
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اجابة صحيحة: C
السؤال #16
Which of the following is included in an account relationship record? (Select two)
A. A source account, selected in the Account From field
B. A target account, selected in the Account To field
C. A contact, selected in the Contact Name field
D. A location, selected in the Location field
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اجابة صحيحة: AB
السؤال #17
What role can be assigned to employees who are not fulfillers, such as those in sales and services, or do not have other CSM-specific roles, but have a need to create cases on behalf of customers?
A. Consumer (sn_customservice
B. Proxy Contact (sn_customservice
C. Customer (sn_suctomservice
D. External (snc_external)
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اجابة صحيحة: B
السؤال #18
What is required to enable the Follow the sun field on the Customer Service Case form?
A. othing, it is a standard field
B. he value property on the form must be set to true
C. he plugin ‘com
D. he value property on the form must be set to true and the field added to the case form
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اجابة صحيحة: B
السؤال #19
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 #20
In the Customer Service Management space what defines the term asset?
A. A physical item
B. A specific product instance supported for a customercorrect
C. A product that a company supports
D. A resource that allows a business service
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اجابة صحيحة: B
السؤال #21
Information about a customer’s service contract is found in Knowledge.
A. Falsecorrect
B. True
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اجابة صحيحة: A
السؤال #22
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
A. sn_shn
B. sn_shn
C. sn_shn
عرض الإجابة
اجابة صحيحة: C
السؤال #23
What are the conditions that matching rules are based on? (Choose two.)
A. Agent resources best suited to work on a casecorrect
B. Specific routing rules
C. Filters set up in advanced work assignment
D. Specific case attributescorrect
عرض الإجابة
اجابة صحيحة: AD
السؤال #24
Advanced Work Assignment assigns work to agents based on their availability, capacity, and skills. Agent Affinity enhances the Advanced Work Assignment process by adding additional agent details organized by affinity type. Which of these are these affinity types? Choose 3 answers
A. ASkill seniority
B. BAccount team responsibility
C. CRelated task
D. DHistorical
E. EProduct expertise
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اجابة صحيحة: BCD
السؤال #25
Which methodology is used by ServiceNow to manage Customer Service Management implementation projects?
A. Agile
B. SIM
C. Now Create
D. OCM
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اجابة صحيحة: C
السؤال #26
If the CSM Demo Data Plugin has been installed what are two options either of which will prepare that instance to be used as part of the release path to production? (Choose two.)
A. Zboot the instancecorrect
B. Disable the Case Interceptor
C. Remove the Demo Data via a HI Requestcorrect
D. Clone back to this instance from a valid instancecorrect
عرض الإجابة
اجابة صحيحة: ACD
السؤال #27
Predictive Intelligence improves Case management by:
A. Predicting what values should have gone into empty fields in historical records
B. Reducing the number of records needed to accurately predict a value
C. Replacing legacy routing rules
D. Predicting Case values without manual interventioncorrect
عرض الإجابة
اجابة صحيحة: D
السؤال #28
What feature in the contextual side panel of the CSM Configurable Workspace enables an agent to create a contact or consumer?
A. Conversation Autopilot
B. Interaction Wrap-up
C. Lookup and verify
D. Scheduling
عرض الإجابة
اجابة صحيحة: C
السؤال #29
What action can be performed by a Partner Admin (sn_customerservice.partner_admin) and NOT by a Partner (sn_customerservice partner) in the Customer Service Portal?
A. ACan view assets belonging to their partner accounts
B. BCan create, view, and edit cases for their partner accounts
C. CCan resolve cases reported by their partner accounts
D. DCan create and update contacts for their partner accounts
عرض الإجابة
اجابة صحيحة: A
السؤال #30
From what places in SN can an agent create a case? (Choose three.)
A. Customer Service Application
B. Contact
C. Account
D. Chat
عرض الإجابة
اجابة صحيحة: ABC

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