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What action can be performed by a Partner Admin (sn_customerservice.partner_admin) and NOT by a Partner (sn_customerservice partner) in the Customer Service Portal?

A.

Can view assets belonging to their partner accounts

B.

Can create, view, and edit cases for their partner accounts

C.

Can resolve cases reported by their partner accounts

D.

Can create and update contacts for their partner accounts

Regarding Account Teams, what is the purpose of marking a role as 'unique'?

A.

The role then becomes a child responsibility

B.

Ensure there is a dedicated account manager for that account

C.

The role then becomes a parent responsibility

D.

Prevent the same role being used on different customer accounts

What are the advantages of leading indicators over lagging indicators? (Choose two.)

A.

Hard to influence

B.

Prospective Most Voted

C.

Retrospective

D.

Easy to influence

Which of the following best describes how the CSM application uses the Asset table?

A.

CSM uses the Product table instead of the ITSM Asset table

B.

Because CSM Assets are managed differently from ITSM Assets. ServiceNow uses different Asset Tables foe CSM than it does for ITSM

C.

ServiceNow uses the same Asset table for both CSM and ITSM. however, CSM has a different subset of fields

D.

CSM uses the Product Model table instead of the ITSM Asset table

What must a system administrator configure to define a different approval workflow for an escalation request?

A.

Escalation Decision

B.

Escalation Rule

C.

Escalation Reason

D.

Escalation Template

As an agent you can report a knowledge gap, if you cannot find relevant articles that could help resolve a case. Which action is required to create the knowledge gap?

A.

Document the knowledge gap in the case worn notes and escalate the case

B.

Use Related Links on the case form to report a knowledge gap

C.

Post a question in one of the various Customer Service Management knowledge bases

D.

Use the Create Knowledge button on the case form to report a knowledge gap

In ServiceNow’s CSM Application, what is an interaction?

A.

Any configuration item that has been made accessible to customers

B.

A record that a Customer Service Agent uses to identify and resolve a question or an issue for an external customer

C.

A binding agreement between two parties

D.

A request for assistance made through a chat, phone call, or walk-up

What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?

A.

Publish Workaround

B.

Document a Known error

C.

Complete Investigation

D.

Complete RCA

E.

Document Five Whys

Which of the following options can a survey administrator define on an individual survey? (Choose two.)

A.

The ability for end users to decline survey assignments

B.

Number of survey reminder notifications

C.

Trigger conditions Most Voted

D.

Anonymize responses

Major Issue Management uses which one of the following capabilities?

A.

Governance Risk and Control

B.

Targeted Communications

C.

Asset management

D.

Record producers