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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Certification Sample Questions and Practice Exam
NEW QUESTION # 10
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?
- A. Additional comments
- B. Work notes
- C. Social Logs
- D. Social Profiles
- E. Social Channels
Answer: D
NEW QUESTION # 11
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
- A. Only applications that allow WebDAV connections can be integrated
- B. Imported external articles appear as attachments in ServiceNow
- C. The imported article will have the same category it had in the source knowledge base
- D. SharePoint blocks this integration
Answer: A,C
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge- management/concept/knowledge-external-content-integration.html
NEW QUESTION # 12
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?
- A. Define Work Item Queues (Where to route)
- B. Define Assignment Rules (How to assign work items)
- C. Configure Service Channels (What to route)
- D. Set the Agent Experience (What agents see in their Workspace inbox)
Answer: A
NEW QUESTION # 13
What is the purpose of a Catalog Item variable?
- A. Allows the customer or consumer to qualify their answer
- B. Opens a chat session with customer support
- C. Allows the customer to ask a question
- D. Provides hint to the user on the field
Answer: A
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/service- catalog-management/task/t_CreateAVariableForACatalogItem.html
NEW QUESTION # 14
Agents and managers cannot create knowledge articles from Community questions.
- A. False
- B. True
Answer: A
Explanation:
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.
NEW QUESTION # 15
Regarding Account Teams, what is the purpose of marking a role as 'unique'?
- A. The role then becomes a parent responsibility
- B. Prevent the same role being used on different customer accounts
- C. Ensure there is a dedicated account manager for that account
- D. The role then becomes a child responsibility
Answer: D
NEW QUESTION # 16
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
- A. True
- B. False
Answer: A
Explanation:
Explanation
NEW QUESTION # 17
What should be part of the pre-engagement collateral?
- A. Stock Keeping Unit (SKU) and pricing sheet
- B. Scoping Guide
- C. Customer Service roles template
- D. Frequently Asked Questions (FAQ)
Answer: B
NEW QUESTION # 18
Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)
- A. Escalate a case on the add-m panel of Outlook
- B. Register the sender of an email as contact
- C. Create cases using email content in Outlook for the customer contact
- D. As the Microsoft Outlook user, register yourself as self-contributor
Answer: A,D
NEW QUESTION # 19
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)
- A. Only applications that allow WebDAV connections can be integrated
- B. Imported external articles appear as attachments in ServiceNow
- C. The imported article will have the same category it had in the source knowledge base
- D. SharePoint blocks this integration
Answer: A,C
NEW QUESTION # 20
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
- A. Both portal question entry and Record Producer
- B. Record Producer only
- C. Entering question in portal only
- D. None of the above
Answer: B
NEW QUESTION # 21
Which of the following are channels? (Choose two.)
- A. Contacts
- B. Web
- C. Chat
- D. Article
Answer: B,C
Explanation:
Explanation
NEW QUESTION # 22
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?
- A. The CMDB tracks all assets as configuration items (CIs)
- B. While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs
- C. The contract and entitlements of an asset dictate whether or not it is stored in the CMDB
- D. The CMDB only tracks CIs, assets cannot be CIs
Answer: B
NEW QUESTION # 23
What module is used to create Case Record Producers?
- A. Record Producers
- B. Maintain Records
- C. Case Record Producers
- D. Edit Records
Answer: A
NEW QUESTION # 24
In the Customer Service Management space, what does the term asset management mean?
- A. Tracking products or services customers are using
- B. Financial, contractual and inventory information of assets
- C. A set of business activities and processes used to track assets
- D. Tables in the Asset application
Answer: B
NEW QUESTION # 25
If only one user reports a content for moderation, the content will be hidden.
- A. False
- B. True
Answer: A
Explanation:
Reference:
customer-communities/task/approve-reject-content.html
NEW QUESTION # 26
From what places in SN can an agent create a case? (Choose three.)
- A. Contact
- B. Account
- C. Customer Service Application
- D. Chat
Answer: A,B,C
NEW QUESTION # 27
To which entities can Special Handling Notes be applied out of the box?
- A. Sold Product
- B. Consumer
- C. Entitlement
Answer: B
NEW QUESTION # 28
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