ServiceNow Customer Service Practice Tests Orlando Set 10

Which table is used to store escalation templates?


Options are :

  • sn_customerservice_template
  • sn_customerservice_escalation_template (Correct)
  • sn_template
  • sn_escalation_template

Answer :sn_customerservice_escalation_template

Which plugin should be activated in order to enable custom URL for customer service portal?


Options are :

  • com.cs.company_branded_url
  • com.snc.company_branded_url
  • com.snc.customerurl (Correct)
  • com.cs.customerurl

Answer :com.snc.customerurl

ServiceNow Customer Service Practice Tests Orlando Set 9

When a user submits self-registration form with correct registration code, which one of the following users will be responsible of approving registration request?


Options are :

  • Account Manager
  • Customer Agent
  • Customer Manager
  • Customer Service Administrator
  • Customer Administrator (Correct)

Answer :Customer Administrator

_______ is a tab in the "Customer Service Executive" dashboard that shows the top 10 accounts ranked by worst CSAT, Time to Resolution, and Open Case Backlog


Options are :

  • Account Analysis
  • At-Risk Accounts (Correct)
  • Account Overview
  • Worst Accounts

Answer :At-Risk Accounts

Which of the following statements is correct about special handling notes?


Options are :

  • They are helpful to define a list fulfiller users that will receive notification for new notes
  • In knowledge management, you can define special handling notes to give instructions to users to fix certain issues
  • Their purpose is to draw users attention about some records (Correct)
  • They are helpful to define a list customers that will receive notification for new notes
  • It's a tool to notify the admin about a broken part in the system

Answer :Their purpose is to draw users attention about some records

ServiceNow HRSD Implementation Specialist Tests Set 1

Which roles can use the Targeted Communications application to author publication articles and emails for employees, customer contacts and accounts, and consumers? (select all that apply)


Options are :

  • customer
  • sn_publications.admin (Correct)
  • sn_publications.author (Correct)
  • customer_admin

Answer :sn_publications.admin sn_publications.author

What is the maximum agent affinity rules that can be associated with a queue?


Options are :

  • There is no maximum limit
  • 1
  • 3 (Correct)
  • 2

Answer :3

In the context of Advanced Work Assignment, you need to specify the maximum number of work items an agent can receive by default. What should you do?


Options are :

  • In the Service Channel, set the value of the field "Default work item size"
  • In the Queue, set the value of the field "Default Capacity"
  • In the Queue, set the value of the field "Default work item size"
  • In the Service Channel, set the value of the field "Default Capacity" (Correct)

Answer :In the Service Channel, set the value of the field "Default Capacity"

ServiceNow Customer Service Practice Tests Orlando Set 9

What are typical types of data encountered during migration? (select all that apply)


Options are :

  • Cases (Correct)
  • Core Master Data (Correct)
  • Attachments for cases (Correct)
  • Attachments for knowledge (Correct)

Answer :Cases Core Master Data Attachments for cases Attachments for knowledge

Which of the following roles should the external customers be granted in order to be able to access the Customer Service portal?


Options are :

  • snc_internal
  • snc_customer
  • snc_external (Correct)
  • snc_consumer
  • csm_customer

Answer :snc_external

What features can the user use offline in the mobile app (FSM)? (select all that apply)


Options are :

  • Close work order tasks (Correct)
  • Track the time stamp of updated tasks (Correct)
  • Execute assigned tasks (Correct)
  • Close work orders (Correct)
  • Manage assets (Correct)

Answer :Close work order tasks Track the time stamp of updated tasks Execute assigned tasks Close work orders Manage assets

ServiceNow Customer Service Practice Tests Orlando Set 8

How to clean demo data?


Options are :

  • By going to the plugin form, unchecking the "Load Data" checkbox and then clicking on Update
  • By submitting a case at HI portal (Correct)
  • By navigating to "Customer Service > Demo Data" module and then clicking on "Reset" button
  • By navigating to "System > Demo Data" module and then clicking on "Reset" button

Answer :By submitting a case at HI portal

What is the maximum number of characters allowed in the short description field of the case table?


Options are :

  • 60
  • 70
  • 40 (Correct)
  • 50

Answer :40

Which table is used to store cases?


Options are :

  • case
  • sn_customerservice_case (Correct)
  • sn_csm_case
  • sn_case
  • sn_customer_case

Answer :sn_customerservice_case

ServiceNow Certified CIS CSM Test Exams (New York Release) Set 4

Which module is used to access and create partner accounts?


Options are :

  • Customer Service > Customer > Accounts
  • Customer Service > Customer > Contacts
  • Customer Service > Customer > Partners (Correct)
  • Customer Service > Partners

Answer :Customer Service > Customer > Partners

Once the data migration is complete, it is recommended to consider data cleaning


Options are :

  • FALSE (Correct)
  • TRUE

Answer :FALSE

What are the service channels that are available by default for Advanced Work Assignment?


Options are :

  • Case, Incident, and Chat
  • Case, Incident, and Portal
  • Case and Chat (Correct)
  • Incident, Portal, Chat, and Mobile
  • Case and Incident

Answer :Case and Chat

ServiceNow Certified CIS CSM Test Exams (New York Release) Set 7

The Customer Service Management application can access and change its tables and business logic, but other applications cannot make changes to it without explicit permission


Options are :

  • TRUE (Correct)
  • FALSE

Answer :TRUE

Which of the following plugins should be activated to enable agent workspace in ServiceNow CSM?


Options are :

  • com.sn_agentworkspace
  • com.cs.agent_workspace
  • com.agent_workspace (Correct)
  • com.cs.workspace
  • com.csm_agent_workspace
  • com.snc.agent_workspace.csm (Correct)

Answer :com.agent_workspace com.snc.agent_workspace.csm

What happens when synchronization is enabled between parent and child cases?


Options are :

  • Only comments that are added to the parent case are automatically added to child cases
  • When all child cases are closed it automatically closes the parent case
  • Updates to a parent case are automatically synchronized to the associated child cases (Correct)
  • Updates to a child case are automatically synchronized to the parent case

Answer :Updates to a parent case are automatically synchronized to the associated child cases

ServiceNow - Certified System Administrator CSA - Exam Questions and Answers

There are 2 CSM SKUs: Standard and Professional


Options are :

  • FALSE
  • TRUE (Correct)

Answer :TRUE

ServiceNow CSM is on the same platform as Field Service, Problem, Change and CMDB.


Options are :

  • TRUE (Correct)
  • FALSE

Answer :TRUE

A ______ is an area of interest that users can discuss


Options are :

  • Category
  • Topic (Correct)
  • Domain
  • Subject

Answer :Topic

Servicenow Application Developer Exam New-Practice Test Set 4

Comment / Suggestion Section
Point our Mistakes and Post Your Suggestions