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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:
CIS-CSM-ecff59c9517c0b2bba628ba93ca3ba1d.jpg

Answer:

Explanation:
CIS-CSM-8f00a6324aab6990378937542926bb87.jpg
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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