ServiceNow Customer Service Practice Tests Orlando Set 9

When importing KB articles using Excel spreadsheet, what is the maximum number of characters allowed for article's HTML body text?


Options are :

  • 24575
  • 32767 (Correct)
  • 65535
  • 65000

Answer :32767

What are the default presence state that are supported OOTB in Advanced Work Assignment? (select all that apply)


Options are :

  • Online
  • Busy
  • Away (Correct)
  • Available (Correct)
  • In Chat
  • Offline (Correct)

Answer :Away Available Offline

ServiceNow Certified System Administrator Practice Exam 2019 Set 2

Which property should be selected to enable minor edits to published articles without creating a new version?


Options are :

  • glide.knowledge.minor_edits_without_versioning
  • There is no such a property
  • glide.knowman.minor_edits_without_versioning
  • glide.knowledge.versioning.enable_minor_edits
  • glide.knowman.versioning.enable_minor_edits (Correct)

Answer :glide.knowman.versioning.enable_minor_edits

Which module should be used in order to enable NLU in virtual agent?


Options are :

  • Collaboration > Virtual Agent > NLU Settings
  • Collaboration > Virtual Agent > General Settings (Correct)
  • Collaboration > Chatbot > NLU Settings
  • Collaboration > Chatbot > General Settings

Answer :Collaboration > Virtual Agent > General Settings

Which of the following roles can create cases from community questions? (select all that apply)


Options are :

  • Customer Admin
  • Customer
  • Community Manager
  • Community Administrator (Correct)
  • Customer Service Agent (Correct)
  • Customer Case Manager

Answer :Community Administrator Customer Service Agent

Servicenow Application Developer Exam New-Practice Test Set 12

Customer agent uses a __________ to identify and resolve a question or an issue for an external customer?


Options are :

  • Ticket
  • Case (Correct)
  • Inquiry
  • Incident
  • Issue

Answer :Case

When importing KB articles, which state is used as the default article state?


Options are :

  • Retired
  • Published
  • New
  • Draft (Correct)

Answer :Draft

What is the ID of the Field Service Management plugin?


Options are :

  • com.snc.work_managment (Correct)
  • com.snc.fieldservicemanagement
  • com.snc.csm_fsm_integration
  • com.snc.fieldservice
  • com.snc.fsm

Answer :com.snc.work_managment

ServiceNow HRSD Implementation Specialist Tests Set 1

Which of the following plugins are activated automatically once you activate the Knowledge Management - External Content Integration plugin?


Options are :

  • Knowledge Management V2
  • Centralized Connection and Credentials (Correct)
  • Knowledge Management V3 (Correct)
  • Knowledge Management Advanced Installer (Correct)
  • Knowledge Management Integration
  • Knowledge Management Advanced

Answer :Centralized Connection and Credentials Knowledge Management V3 Knowledge Management Advanced Installer

Which module should you use to view a list of agent affinity rules?


Options are :

  • Advanced Work Assignment > Configuration > Agent Affinity Rules
  • Advanced Work Assignment > Settings > Agent Affinity Rules (Correct)
  • Advanced Work Assignment > Agent Affinity > Rules
  • Advanced Work Assignment > Queues > Agent Affinity Rules

Answer :Advanced Work Assignment > Settings > Agent Affinity Rules

What is the name of the scoped application that is used to store the changes that you make to agent workspace?


Options are :

  • Customer Service Workspace
  • CSM Workspace (Correct)
  • Customer Service
  • Agent Workspace
  • Workspace

Answer :CSM Workspace

ServiceNow Certified System Administrator Practice Exam 2019 Set 5

Which of the following catalogs are automatically added upon installing Customer Service plugin?


Options are :

  • Service Catalog
  • CSM
  • Customer Service (Correct)
  • Consumer Service (Correct)
  • CSM Catalog
  • Products

Answer :Customer Service Consumer Service

What is the term used in ServiceNow CSM to describe contacts in B2B context?


Options are :

  • Partner
  • Individual
  • Consumer
  • Customer (Correct)

Answer :Customer

How can additional persons be selected to receive escalation notifications?


Options are :

  • By configuring an SLA that will send notifications to them
  • By designing a custom approval workflow and raise events to send notifications to them
  • By adding them to the assignment group
  • By adding them to the watch list on the escalation template or the escalation record (Correct)

Answer :By adding them to the watch list on the escalation template or the escalation record

ServiceNow Certified System Administrator CSA Practice Test Set 16

Which role will be assigned to users who self-register at the consumer portal?


Options are :

  • sn_customerservice.csp_portal
  • sn_customerservice.consumer (Correct)
  • sn_customerservice.customer
  • sn_customerservice.externa_portal

Answer :sn_customerservice.consumer

What actions can agents perform on personalized lists in Agent Workspace?


Options are :

  • Import lists
  • Change list column height
  • Rename lists (Correct)
  • Delete lists (Correct)
  • Copy lists (Correct)
  • Change list columns (Correct)

Answer :Rename lists Delete lists Copy lists Change list columns

What happens when no user criteria is applied to a knowledge base?


Options are :

  • All users (with or without roles) can contribute or read articles in this knowledge base
  • All users with roles can read articles in this knowledge base but only system admin can contribute
  • All users with any role can contribute or read articles in this knowledge base (Correct)
  • No one can read or contribute to articles in this knowledge base

Answer :All users with any role can contribute or read articles in this knowledge base

Servicenow Application Developer Exam New-Practice Test Set 6

You are tasked of adding a visual display of the stages that the case went through. These stages should appear in the case form. Which of the following can be useful?


Options are :

  • State Flow (Correct)
  • Flow Designer
  • Timeline
  • Case Stages
  • Stage Flow
  • Workflow

Answer :State Flow

Every table in ServiceNow has an out-of-the-box API that allows inserting and retrieving data into/from it


Options are :

  • TRUE (Correct)
  • FALSE

Answer :TRUE

Which of the following statements best describes the Timeline that appears at the top in the case form?


Options are :

  • It displays the comments that have been added to the case
  • It a visual display of the users to whom the case was assigned over time
  • It's a visual display of case activities (Correct)
  • It displays the number of hours spent on the case since it was opened until it was resolved

Answer :It's a visual display of case activities

ServiceNow Certified System Administrator CSA Practice Test Set 9

Which module should be used if you need to display a list of matching criterias?


Options are :

  • Routing and Assignment > Criteria (Correct)
  • Routing and Assignment > Selection Criteria
  • Routing and Assignment > Matching Criteria
  • Routing and Assignment > Matching Rules
  • Routing and Assignment > Assignment Rules

Answer :Routing and Assignment > Criteria

There is no synchronization between the Work Order form and the associated Case form


Options are :

  • FALSE
  • TRUE (Correct)

Answer :TRUE

What happens if you select the "Match All" check box in the user criteria?


Options are :

  • If selected, all users are given access
  • None of the listed answers
  • If selected, only users who match all criteria are given access (Correct)
  • If selected, only users who match any of the criteria are given access

Answer :If selected, only users who match all criteria are given access

ServiceNow Certified System Administrator Practice Exam 2019 Set 8

Which of the following statements is true regarding Accounts in CSM?


Options are :

  • An Account can be a Customer but it cannot be a Partner. A different table is used for partners.
  • Account can be either Customer or Partner but it cannot be Customer and Partner at the same time
  • Account can be either Customer or Partner or it can be both Customer and Partner at the same time (Correct)
  • An Account can be a Partner but it cannot be a Customer. A different table is used for customers

Answer :Account can be either Customer or Partner or it can be both Customer and Partner at the same time

Which of the following scorecards are displayed in the "Customer Service Manager" dashboard? (select all that apply)


Options are :

  • Open Cases With Breached SLAs (Correct)
  • CSAT (Correct)
  • Unassigned Open Cases (Correct)
  • Avg. Time To Resolution (Correct)
  • Open Backlog (Correct)
  • First Call Resolution (Correct)

Answer :Open Cases With Breached SLAs CSAT Unassigned Open Cases Avg. Time To Resolution Open Backlog First Call Resolution

Which table can be used to build a report to see which knowledge articles are outdated?


Options are :

  • kb_article_statistics
  • kb_use (Correct)
  • kb_knowledge
  • kb_feedback

Answer :kb_use

ServiceNow Certified System Administrator CSA Practice Test Set 18

The "Performance Analytics - Content Pack - Customer Service" plugin requires a separate license


Options are :

  • FALSE
  • TRUE (Correct)

Answer :TRUE

In the context of Assignment Workbench, what are the supported matching criteria types? (select all that apply)


Options are :

  • Aggregated (Correct)
  • Query
  • Simple Match (Correct)
  • Advanced Match
  • One-to-one
  • Scripted (Correct)

Answer :Aggregated Simple Match Scripted

Which one of the following is a solution provided by ServiceNow platform that delivers predictions based on user input?


Options are :

  • Smart Agent
  • Agent Intelligent (Correct)
  • Intelligent Routing
  • Machine Learning

Answer :Agent Intelligent

ServiceNow Certified System Administrator CSA Practice Test Set 6

In ServiceNow Implementation Methodology (SIM), requirements are initially documented as _______


Options are :

  • sprints
  • stories (Correct)
  • epics
  • products

Answer :stories

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