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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
......