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ServiceNow CIS-CSM Practice Test - Questions Answers, Page 15

Question list

List of questions

Question 141

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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?

Question 142

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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

Question 143

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From a security perspective, scoping brings several benefits: (Choose two.)

Question 144

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Partner admin (sn_customerservice.partner_admin) contacts have access to:

Question 145

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What determines how an escalation request is processed?

Question 146

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Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)

Question 147

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Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)

Question 148

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Which roles can propose a case as a Major Case candidate? (Choose three.)

Question 149

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For security purposes certain roles cannot be assigned to a group or individual at the same time. Which of me following two roles would be restricted?

Question 150

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Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)

Question 141

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?

Can view assets belonging to their partner accounts

Can create, view, and edit cases for their partner accounts

Can resolve cases reported by their partner accounts

Can create and update contacts for their partner accounts

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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?

Set the Agent Experience (What agents see in their Workspace inbox)

Define Assignment Rules (How to assign work items)

Define Work Item Queues (Where to route)

Configure Service Channels (What to route)

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Question 143

From a security perspective, scoping brings several benefits: (Choose two.)

Improves instance security by limiting accessibility to other applications on the instance

Provides CSM teams the autonomy and control needed to configure and manage the CSM application, but not the CSM Service Portals

IT can manage and control the pace of the CSM teams because dependencies have been put in place

The scope holds the records and acts as a container for the desired Customer Service Management Applications

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Question 144

Partner admin (sn_customerservice.partner_admin) contacts have access to:

Their customer account

Their partner accounts

Both

Neither

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Question 145

What determines how an escalation request is processed?

Escalation Rule

Escalation Template

Escalation Severity

Escalation Justification

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Question 146

Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)

Customer service manager (sn_customerservice_manager)

Customer service agent (sn_customerservice_agent)

Customer administrator (sn_customerservice.customer_admin)

Partner (sn_customerservice.partner)

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Question 147

Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)

Create Contact

Check Case Status

Close Case

Get Help with an Order

Get Help with an Asset

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Question 148

Which roles can propose a case as a Major Case candidate? (Choose three.)

Proxy contact (sn_customerservice.proxy_contact)

Customer case manager (sn_customerservice.customer_case_manager)

Customer service manager (sn_customerservice_manager)

Customer service agent (sn_customerservice_agent)

Major issue manager (sn_majorissue_mgt.major_issue_manager)

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Question 149

For security purposes certain roles cannot be assigned to a group or individual at the same time. Which of me following two roles would be restricted?

snc_intemai and snc_external

snc_internal and sn_customerservice.consumer_agent

snc_internal and sn_customerservice_agent

snc_external and sn_customerservice.customer

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