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

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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?

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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 the appropriate agent?

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Question 143

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

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Question 144

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

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Question 145

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What determines how an escalation request is processed?

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Question 146

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

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Question 147

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

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Question 148

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

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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?

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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.)

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