ServiceNow Certified Implementation Specialist - Customer Service Management Exam Practice Test

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Total 64 questions

Question 1

________________ is a role for managing all of the cases in an account and any related child accounts.

Options are :



Answer : E

Question 2

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

Options are :



Answer : B

Question 3

Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?

Options are :



Answer : C

Question 4

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

Options are :



Answer : C

Question 5

_____________________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.

Options are :



Answer : C

Question 6

Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can:

Options are :



Answer : B, C, D

Question 7

Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer

Service.



Answer : A

Page:    1 / 14   
Total 64 questions