ServiceNow CIS-CSM Practice Test - Questions Answers, Page 3
List of questions
Question 21
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What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?
Question 22
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When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
Question 23
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What's the purpose of the Deactivate Special Handling Notes Scheduled Job?
Question 24
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What does the Agent Whisper function do?
Question 25
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Agents and managers cannot create knowledge articles from Community questions.
Explanation:
The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit, and retire knowledge articles that they are associated with.
Question 26
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Information about a customer's service contract is found in Knowledge.
Explanation:
customer-service-management/concept/c_ContractsAndEntitlements.html
Question 27
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From what places in SN can an agent create a case? (Choose three.)
Explanation:
customer-service-management/reference/r_CustomerServiceCaseForm.htmlc
Question 28
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What are the conditions that matching rules are based on? (Choose two.)
Explanation:
customer-service-management/concept/c_CaseRouting.html
Question 29
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Matching rules enhance assignment capability by ____________________.
Explanation:
customer-service-management/concept/c_CaseRouting.html
Question 30
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Special Handling Notes can apply to which one of the following based on specific attributes?
Explanation:
https://killexams.com/demo-download/Servicenow-CIS-CSM
Question