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  5. ServiceNow Certified Implementation Specialist - Customer Service Management Exam Questions and Answers

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Questions # 1:

Which roles are considered external?

Choose 2 answers

Options:
A.

Partner Admin (sn_customerservice. partner_admin)

B.

Customer Admin (sn_cuslomerservlce.customet_admin)

C.

Customer Service Agent (sn_customerservice_agent)

D.

Consumer Support Agent (sn_customerservice.consumer_agent)

Expert Solution
Questions # 2:

By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)

Options:
A.

Assets Most Voted

B.

Publications Most Voted

C.

Products Most Voted

D.

Contacts

E.

Contracts

Expert Solution
Questions # 3:

Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.

Options are :

Options:
A.

sn_shn.max_num_alerts

B.

sn_shn.note_preferences

C.

sn_shn.popup_width

Expert Solution
Questions # 4:

What is a household entity?

Options:
A.

Group of users that usually share a common address and use services as a group

B.

Group of people that usually share a common address and use services as a group

C.

Group of customers that usually share a common address and use services as a group

D.

Group of consumers that usually share a common address and use services as a group

Expert Solution
Questions # 5:

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

Options:
A.

Proxy contact (sn_customerservice.proxy_contact)

B.

Customer case manager (sn_customerservice.customer_case_manager)

C.

Customer service manager (sn_customerservice_manager) Most Voted

D.

Customer service agent (sn_customerservice_agent) Most Voted

E.

Major issue manager (sn_majorissue_mgt.major_issue_manager)

Expert Solution
Questions # 6:

Which entities combined together make up the Service-aware Install Base?

Choose 3 answers

Options:
A.

Ml Assets

B.

Configuration Items

C.

Sold Products

D.

Installed Products

E.

Install Base Items

Expert Solution
Questions # 7:

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

Options:
A.

Customer service manager (sn_customerservice_manager) Most Voted

B.

Customer service agent (sn_customerservice_agent) Most Voted

C.

Customer administrator (sn_customerservice.customer_admin)

D.

Partner (sn_customerservice.partner)

Expert Solution
Questions # 8:

True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.

Options are :

Options:
A.

False

B.

True

Expert Solution
Questions # 9:

What are the different resource matching methods on the Matching Rule form?

Choose 3 answers

Options:
A.

Skill

B.

History

C.

Scripted

D.

Selection Criteria

E.

Simple

Expert Solution
Questions # 10:

After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?

Options:
A.

Customer Service Historic Data Collection

B.

Customer Service Initial Data Collection

C.

Customer Service Daily Data Collection

D.

Customer Service Case Data Collection

Expert Solution
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