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- ServiceNow.CIS-CSM.v2024-10-14.q111
- Question 102
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Question 102/111
Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance?
Choose 2 answers
Choose 2 answers
Correct Answer: A,D
Store Apps: The exclusive source for Now Certified enterprise workflow apps from partners that complement and extend ServiceNow.
- Plugins: Plugins are software components that provide specific features and functionalities within a ServiceNow instance.
https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/plugins/concept/c_ServiceNowPlugins.html
https://store.servicenow.com/sn_appstore_store.do#!/store/aboutus
- Plugins: Plugins are software components that provide specific features and functionalities within a ServiceNow instance.
https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/plugins/concept/c_ServiceNowPlugins.html
https://store.servicenow.com/sn_appstore_store.do#!/store/aboutus
- Question List (111q)
- Question 1: What is the specific type of catalog item called that allows...
- Question 2: Which service catalogs are available out-of-the-box in the c...
- Question 3: Advanced Work Assignment assigns work to agents based on the...
- Question 4: Which of the following roles have permission to create a rel...
- Question 5: What benefits can be gained by integrating CSM with Field Se...
- Question 6: When implementing Knowledge Product Entitlements, what is en...
- Question 7: How many active OpenFrame configurations can you have on an ...
- Question 8: When integrating Customer Service Management with IT Service...
- Question 9: Which feature enables employees to request support for thems...
- Question 10: What does Major issue Management use to identify all other c...
- Question 11: Which of the following are best practice with regard to data...
- Question 12: ________________ is a role for managing all of the cases in ...
- Question 13: The assignment workbench uses configurable matching criteria...
- Question 14: The case digests feature includes which types of case commun...
- Question 15: Which application must be activated to enable customers to c...
- Question 16: Contextual Search framework is used for providing Knowledge ...
- Question 17: If only one user reports a content for moderation, the conte...
- Question 18: In the 'Action Status' column on a case list what could a re...
- Question 19: On the Customer Service Portal which personas can see work o...
- Question 20: To which entities can Special Handling Notes be applied out ...
- Question 21: How many outbound email accounts are supported in Customer S...
- Question 22: When configuring email in Communication Channels, how many o...
- Question 23: Entitlements are counted using two types of units:...
- Question 24: Cost Information on cases is available as part of the Perfor...
- Question 25: What allows the implementation of phases and tasks to meet p...
- Question 26: How are Service Catalogs and Catalog Items related? (Choose ...
- Question 27: Advanced Work Assignment (AWA) pushes work to qualified agen...
- Question 28: How are ServiceNow's out-of-the-box Customer Service Managem...
- Question 29: What is a supported external customer that, in turn, sells t...
- Question 30: Who can create a customer service case from a community disc...
- Question 31: Which step in Advanced Work Assignment (AWA) would ensure th...
- Question 32: From what places in SN can an agent create a case? (Choose t...
- Question 33: What are available matching criteria for case assignment in ...
- Question 34: Guided decisions is a decision authoring and execution capab...
- Question 35: Out-of-box, which functionality handles state transitioning ...
- Question 36: What is the primary output from the Requirements Gathering w...
- Question 37: The available case types are: (Choose two.)...
- Question 38: Which of the following best describes how the CSM applicatio...
- Question 39: What happens to a case whenever the state of one of the asso...
- Question 40: When working with case types, what is the lowest level in th...
- Question 41: Depending on the CSM application configurations, cases can b...
- Question 42: What is the purpose of a Catalog Item variable?...
- Question 43: As an agent you can report a knowledge gap, if you cannot fi...
- Question 44: The ServiceNow Communities feature is only available for cus...
- Question 45: Which predefined conversations are available for Customer Se...
- Question 46: In Advanced Work Assignment, what does the overflow assignme...
- Question 47: Which of the following is correct regarding the create conta...
- Question 48: Which feature enables you to quickly identify high-priority ...
- Question 49: Name a security benefit gained from using scoped application...
- Question 50: Matching rules enhance assignment capability by ____________...
- Question 51: Using the out-of-the-box major issue management process flow...
- Question 52: What action can be performed by a Partner Admin (sn_customer...
- Question 53: A consumer service agent receives and accepts a case which w...
- Question 54: Agents and managers cannot create knowledge articles from Co...
- Question 55: What are the three out-of-the-box playbooks for CSM? Choose ...
- Question 56: Which services does a Customer (sn_customerservice.customer)...
- Question 57: What module is used to create Case Record Producers?...
- Question 58: Which feature allows an agent to copy reusable messages to c...
- Question 59: Which of the following child case states would cause parent ...
- Question 60: What role does the Engagement Manager play before the Worksh...
- Question 61: Configuration items (CIs) are entities that capture the indi...
- Question 62: Customer service agents can use Agent Assist to search for i...
- Question 63: Special Handling Notes can apply to which one of the followi...
- Question 64: Which roles are considered external? Choose 2 answers...
- Question 65: External customers can view the problem, change, and request...
- Question 66: What is a case?
- Question 67: In Workspace Chat, agents have the ability to use quick acti...
- Question 68: Asset classes are defined to allow for logical grouping of a...
- Question 69: What are the characteristics of Knowledge Categories?...
- Question 70: Out-of-the-box, the consumer support portal (/csp) CANNOT be...
- Question 71: What are the advantages of leading indicators over lagging i...
- Question 72: ACME corporation wants to use ServiceNow CSM for supporting ...
- Question 73: Information about a customer's service contract is found in ...
- Question 74: Out-of-the-box. cases are automatically closed after how man...
- Question 75: In CSM Asset Management has a different meaning than in ITSM...
- Question 76: During which Now Create stage are workshops conducted?...
- Question 77: Predictive Intelligence improves triage quality by eliminati...
- Question 78: What is KCS (Knowledge Centered Services)?...
- Question 79: What are the three main components that make up Proactive Cu...
- Question 80: Which roles are considered external? (Choose two.)...
- Question 81: Which of the following roles cannot update a consumer's reco...
- Question 82: Customer Service Trending Topics is a capability that enable...
- Question 83: What is the purpose of the Guided Decisions capability?...
- Question 84: Which of the following functions can be completed when using...
- Question 85: After installing the Performance Analytics Content Pack for ...
- Question 86: What are the different resource matching methods on the Matc...
- Question 87: What are the Critical Success Factors that are related to CS...
- Question 88: A customer service agent wants to escalate an account but is...
- Question 89: When are child cases updated from the parent case?...
- Question 90: Configure chat for Agent Workspace so that agents can intera...
- Question 91: Match the definitions for roles relationships. (Exhibit)...
- Question 92: User criteria records may be applied to which knowledge item...
- Question 93: Which of the following statements is correct regarding produ...
- Question 94: Which knowledge records can be configured with User Criteria...
- Question 95: Depending on which CSM workspace you are operating within, c...
- Question 96: In the Customer Service Management space what defines the te...
- Question 97: What can a person assigned with the customer role access on ...
- Question 98: What does NLU stand for?
- Question 99: What does the Agent Whisper function do?...
- Question 100: What is knowledge article versioning?...
- Question 101: In ServiceNow's CSM Application, what is an interaction?...
- Question 102: Which of the following allows you to install out-of-the-box ...
- Question 103: What are benefits of me Conversation History feature? (Choos...
- Question 104: An Account Relationship is based on a defined account relati...
- Question 105: For security purposes certain roles cannot be assigned to a ...
- Question 106: From which places in ServiceNow can a customer service agent...
- Question 107: Which of the following is a condition for matching rules?...
- Question 108: When are any changes to the platform considered a customizat...
- Question 109: A customer service manager would like to limit the reading a...
- Question 110: Which of the following are channels? (Choose two.)...
- Question 111: What is a household entity?
