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

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Questions # 21:

What are the types of units used to measure entitlements? (Choose two.)

Options:
A.

Hours

B.

Contract

C.

Cost

D.

Case

Expert Solution
Questions # 22:

Which of the following child case states would cause parent - child case synchronization to fail?

Choose 3 answers

Options:
A.

Cancelled

B.

Resolved

C.

Awaiting Info

D.

In Progress

E.

Closed

F.

New

Expert Solution
Questions # 23:

What’s the purpose of the Deactivate Special Handling Notes Scheduled Job?

Options:
A.

Runs at the end of the month and deactivates all Special Handling notes more than 30 days old

B.

Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by the end of the week

C.

Runs on demand by the System Admin who must set specific weekly schedules and set only those that are priority 1-critical to be deactivated

D.

Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates

Expert Solution
Questions # 24:

Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance?

Choose 2 answers

Options:
A.

Store APPs

B.

XML unloads

C.

Update Sets

D.

Plugins

Expert Solution
Questions # 25:

How are ServiceNow’s out-of-the-box Customer Service Management applications packaged? (Choose two.)

Options:
A.

Store Apps

B.

Update Sets

C.

Through private scopes

D.

Plugins

Expert Solution
Questions # 26:

Which table must be extended when creating a new case type?

Options:
A.

Case (sn_customerservice_case)

B.

Case Task (sn_customerservice_case_task)

C.

Task (task)

D.

Case Type (sn_case_type)

Expert Solution
Questions # 27:

Which feature sends an email notification containing a list of relevant knowledge articles to the case submitter and watchlist users associated with the case whenever a case is created?

Options:
A.

Trending Topics

B.

Auto-Responder

C.

Proactive Customer Service Operations

D.

Self-Service Analytics

Expert Solution
Questions # 28:

Which knowledge records can be configured with User Criteria?

Options:
A.

Knowledge Base

B.

Knowledge Base and Category

C.

Knowledge Base, Category and Article

D.

Knowledge Base and Article

Expert Solution
Questions # 29:

When are any changes to the platform considered a customization?

Options:
A.

When they require an implementation spread across all project phases

B.

If they are NOT applied through the usage of built-in tools on the Now Platform

C.

When they are solely implemented for a custom application

D.

When there are business demands for custom functionality that is not offered out-of-the-box

Expert Solution
Questions # 30:

Which of the following are benefits of customer access management? (Choose two.)

Options:
A.

It increases security by automatically granting access to cases based on access to sold product.

B.

It defaults the responsibility for access management to the customer.

C.

It defaults the responsibility for access management to the customer service agent.

D.

It improves the customer experience by enabling related parties to track and collaborate on cases.

Expert Solution
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