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.)

Remove the Demo Data via a HI Request

Clone back to this instance from a valid instance

Remove the Demo Data via a HI Request

Clone back to this instance from a valid instance

What criteria can be used to determine when a new inbound case should be opened?

When a customer has a question or issue to resolve

When an internal problem occurs

When a customer has a question or issue to resolve

When we have new marketing material for a customer

Which of the following are best practice with regard to data imports? (Choose two.)

Ensure the field data lengths in ServiceNow are adequate for the imported data because ServiceNow does not automatically adjust the length.

Images embedded in Knowledge Articles should be uploaded separately

When importing to multiple instances import to each instance separately.

Use ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather than in the legacy repository.

Ensure the field data lengths in ServiceNow are adequate for the imported data because ServiceNow does not automatically adjust the length.

Images embedded in Knowledge Articles should be uploaded separately

Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can:Options are :

Create a record, such as an incident or a case

Escalate the chat to another agent

Escalate the chat to virtual agent

Create a record, such as an incident or a case

Escalate the chat to another agent

_____________________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.Options are :

Consumer Agent [sn_customerservice.consumer_agent]

Partner [sn_customerservice.partner]

Agent [sn_customerservice_agent]

Consumer Agent [sn_customerservice.consumer_agent]

Agent manager [sn_customerservice_manager]

Customer case manager [sn_customerservice.customer_case_manager]

Customer administrator [sn_customerservice.customer_admin]

What action is required to enable agents to create an incident record for a case?

They must be assigned with the itil role

They must be assigned with the read role for incident

They must be assigned with the itil role

They must be assigned with the snc_intemal role

They must be assigned with the sn_customerservice.itsm_contributor role

In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)

Blocked internally and by customer

Which of the following are correct for parent/child synchronization? (Choose two.)

Multiple child cases can be managed from a parent case as in Major Issue Management

Parent to child cases can be synchronized regardless of which state the case is in

Multiple child cases can be managed from a parent case as in Major Issue Management

The Administrator can choose which fields to synchronize from parent to child cases

Parent to child cases can be synchronized regardless of which state the case is in

The property to synchronize parent to child cases is automatically enabled

Once a major case candidate is approved a major case is created. What then happens to the customer case?

The customer case becomes the parent case of the major case

The customer case becomes a child case of the major case

The customer case will be automatically closed

The customer case becomes the parent case of the major case

The customer case will automatically be related to a problem

Which of the following roles can update a consumer's record? (Choose two.)

Consumer Support Agent {sn_customerservice.consumer_agent)

Customer (sn_customerservice.customer)

Consumer Support Agent {sn_customerservice.consumer_agent)

Customer Service Manager (sn_customerservice_manager)

Customer Service Agent (sn_customerservice_agent)

Customer (sn_customerservice.customer)

Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?

The field is not based of the customers profile time zone

The field is active in the base form

The field is always based on the system time zone

Agents can use the field to identify if it is the right time to contact customer

Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. Which of the following statements is correct for CIs and assets?

While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs

The contract and entitlements of an asset dictate whether or not it is stored in the CMDB

The CMDB only tracks CIs, assets cannot be CIs

While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs

The CMDB tracks all assets as configuration items (CIs)

Regarding Account Teams, what is the purpose of marking a role as 'unique'?

The role then becomes a child responsibility

Ensure there is a dedicated account manager for that account

The role then becomes a parent responsibility

Prevent the same role being used on different customer accounts

Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)

Register the sender of an email as contact

Create cases using email content in Outlook for the customer contact

Escalate a case on the add-m panel of Outlook

Register the sender of an email as contact

As the Microsoft Outlook user, register yourself as self-contributor

Create cases using email content in Outlook for the customer contact

In the Customer Service Management space what defines the term asset?

A specific product instance supported for a customer

A product that a company supports

A resource that allows a business service

Out-of-the-box. cases are automatically closed after how many days?

Cases are not automatically closed by default

In Advanced Work Assignment, what does the overflow assignment capability do, if defined?

When one support group reaches capacity the work Item is automatically routed to another group

Uses matching and assignment rules to send work Hems to the agent with the most capacity

When one support group reaches capacity the work Item is automatically routed to another group

Uses matching and assignment rules to send won* items to the agent with the highest availability

Routes cases to different groups based on their skill set and availability

What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?

The case work notes are updated automatically

The case action status changes to Related Task Updated

The case escalates to an assignment group as defined in the default escalation template

The case work notes are updated automatically

The case displays a special handling note highlighting the update

What features are included with the Customer Service Portal?Choose 3 answers

Header with links for different customer activities such as creating a case

Search feature to get Information from several repositories

Links to information sources such as the knowledge base, community and customer support

Header with links for different customer activities such as creating a case

Search feature to get Information from several repositories

Links to information sources such as the knowledge base, community and customer support

Links to marketing promotions and product coupons

The ability to create new accounts

Name a security benefit gained from using scoped applications:

Limits accessibility to other applications in the Instance

Prevents changes to tables without explicit permission from IT

Prevents third party Integrations

Limits the number of update sets that can be applied

Limits accessibility to other applications in the Instance

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