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ServiceNow CIS-CSM Practice Test - Questions Answers, Page 10

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Question 91

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_____________________ 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 :

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Question 92

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

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Question 93

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

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Question 94

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

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Question 95

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When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?

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Question 96

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

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Question 97

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What are the types of units used to measure entitlements? (Choose two.)

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Question 98

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

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Question 99

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

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Question 100

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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?

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_____________________ 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 :
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