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NEW QUESTION 26
What is the purpose of a Catalog Item variable?
- A. Provides hint to the user on the field
- B. Allows the customer to ask a question
- C. Opens a chat session with customer support
- D. Allows the customer or consumer to qualify their answer
Answer: D
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/service- catalog-management/task/t_CreateAVariableForACatalogItem.html
NEW QUESTION 27
To which entities can Special Handling Notes be applied out of the box?
- A. Entitlement
- B. Sold Product
- C. Consumer
Answer: C
NEW QUESTION 28
Match the business rule to its function in the Self-Service Portal.
Hot Area:
Answer:
Explanation:
Reference:
https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-servicemanagement/reference/r_BRIWCustomerService.html
NEW QUESTION 29
Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? (Choose three.)
- A. Agent Affinity
- B. Assigned Cases
- C. Agent History
- D. Matching Skills
- E. Availability Today
Answer: B,D,E
NEW QUESTION 30
Who can create a customer service case from a community discussion? (Choose two.)
- A. Proxy case creator (sn_customerservice.proxy_case_creator)
- B. Customer service agent (sn_customerservice_agent)
- C. Case Viewer (sn_customerservice.case_viewer)
- D. Partner (sn_customerservice.partner)
Answer: A,B
NEW QUESTION 31
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