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خذ اختبارات أخرى عبر الإنترنت
السؤال #1
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 #2
What feature reorders an agent's tasks for the day as efficiently as possible, using either geolocation or straight-line estimation?
A. ADynamic Scheduling
B. BRoute Optimization
C. CDispatch Workflow
D. DAppointment Booking
عرض الإجابة
اجابة صحيحة: B
السؤال #3
What happens to a task that cannot be auto-assigned because of an impractical or missing location or because the task window cannot be scheduled?
A. onstraints are overridden and the task is assigned
B. he task is returned to the pending dispatch state
C. he task is set to the unassigned state
D. onstraints are presented to dispatcher for override confirmation
عرض الإجابة
اجابة صحيحة: B
السؤال #4
Which ServiceNow integrations for Field Service Management (FSM) are available? (Choose two.)
A. AFSIVI integration with Project Portfolio Management (PPM)
B. BWork Order Management integration
C. CAsset Management integration
D. DOutlook Calendar Integration
E. ECustomer Service Management (CSM) Integration
عرض الإجابة
اجابة صحيحة: AE
السؤال #5
From what places in SN can an agent create a case? (Choose three.)
A. Customer Service Applicationcorrect
B. Contactcorrect
C. Accountcorrect
D. Chat
عرض الإجابة
اجابة صحيحة: ABC
السؤال #6
How many outbound email accounts are supported in Customer Service Management?
A. One
B. Unlimited
C. Two
D. One per business service
عرض الإجابة
اجابة صحيحة: A
السؤال #7
A regional bank servicing its Automated Teller Machines (ATMs) is an example of what type of field service?
A. Reactive field service
B. Internal field servicecorrect
C. External field service
D. Predictive field service
عرض الإجابة
اجابة صحيحة: B
السؤال #8
Where can dispatchers view the location history of field agents to track and review their activities over a historical period?
A. Agent Location History Map
B. Territory Management
C. Dispatch Map
D. My Dispatch Queue
عرض الإجابة
اجابة صحيحة: A
السؤال #9
Transfer order line tasks are used to move which type of record through the asset shipment and drop-off transfer process?
A. ransfer order line
B. onsumable model
C. ork order task
D. art requirement
عرض الإجابة
اجابة صحيحة: D
السؤال #10
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 #11
When configuring an appointment booking record producer, what must be enabled in order to display the appointment selection widget on the record producer?
A. Work order templates
B. Appointment booking service
C. Appointment booking variable set
D. Catalog definition
عرض الإجابة
اجابة صحيحة: C
السؤال #12
Which ServiceNow integrations for Field Service Management (FSM) are available? (Choose two.)
A. SM integration with Project Portfolio Management (PPM)
B. ork Order Management integration
C. sset Management integration
D. utlook Calendar Integration
E. ustomer Service Management (CSM) Integration
عرض الإجابة
اجابة صحيحة: AE
السؤال #13
As it pertains to time recording, FSM Rate Card Task Work (Billable) and FSM Rate Card Task Work OT (Billable), are examples of what?
A. ime worked
B. abor rate cards
C. ate types
D. ime cards
عرض الإجابة
اجابة صحيحة: B
السؤال #14
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 #15
What controls the visibility of the Optimize route option in the more actions menu in the agent card on dispatcher workspace?
A. UI action
B. Client script
C. Business rule
D. System property
عرض الإجابة
اجابة صحيحة: A
السؤال #16
Information about a customer’s service contract is found in Knowledge.
A. Falsecorrect
B. True
عرض الإجابة
اجابة صحيحة: A
السؤال #17
Major Issue Management uses which one of the following capabilities?
A. Governance Risk and Control
B. Targeted Communications
C. Asset management
D. Record producers
عرض الإجابة
اجابة صحيحة: B
السؤال #18
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 #19
What state must a work order request be in to set dependencies for work order tasks?
A. Draft
B. Approved
C. Qualified
D. Waiting Approval
E. Awaiting Qualification
عرض الإجابة
اجابة صحيحة: E
السؤال #20
Which operational role typically creates personal events for an agent's calendar?
A. Awm_manager
B. Bwm_agent
C. Cwm_dispatcher
D. Dwm_admin
عرض الإجابة
اجابة صحيحة: B
السؤال #21
Each matching criteria defined in the dynamic scheduling configuration task filter is assigned a default weight of?
A.
B. 0
C. 5
D. 0
عرض الإجابة
اجابة صحيحة: B
السؤال #22
What is used to organize work into tasks and can also be published in the service catalog as catalog items?
A. ork order templates
B. ppointment booking
C. ynamic scheduling
D. ervice level agreements
عرض الإجابة
اجابة صحيحة: A
السؤال #23
In the context of time recording, ''Out of office'', ''Meeting'', and ''Training'' are examples of what?
A. ALabor rate cards
B. BTime sheet policies
C. CTime worked categories
D. DStandard rate types
عرض الإجابة
اجابة صحيحة: C
السؤال #24
When you book an appointment, the timezone of appointment slots will be displayed based on? (Choose two.)
A. The location where the appointment for the task is scheduled
B. Timezone that is specified m the user contact record
C. The Timezone of the available agent
D. The location of the available agent
عرض الإجابة
اجابة صحيحة: BC
السؤال #25
Agents and managers cannot create knowledge articles from Community questions.
A. True
B. Falsecorrect
عرض الإجابة
اجابة صحيحة: B
السؤال #26
In the Customer Service Management space, what does the term asset management mean?
A. Financial, contractual and inventory information of assets
B. A set of business activities and processes used to track assets
C. Tables in the Asset application
D. Tracking products or services customers are using
عرض الإجابة
اجابة صحيحة: A
السؤال #27
What field service model is used for maintenance at regular intervals?
A. Predictive
B. Project
C. Reactive
D. Planned
عرض الإجابة
اجابة صحيحة: D
السؤال #28
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 #29
What can be used to separate field service management data, processes, and administrative tasks into logical groupings called domains?
A. ucketing
B. omain separation
C. omain scheduling
D. roups
عرض الإجابة
اجابة صحيحة: B
السؤال #30
A regional bank servicing its Automated Teller Machines (ATMs) is an example of what type of field service?
A. Reactive field service
B. Internal field service
C. External field service
D. Predictive field service
عرض الإجابة
اجابة صحيحة: B

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