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Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

A.

Case Escalation

B.

Case State

C.

Case Categorization

D.

Case Prioritization

What are features of Customer Service Management? (Choose four.)

A.

Timed Audits

B.

Service Entitlements

C.

Demand Management

D.

Service Prospecting

E.

Real-time SLAs

F.

Service Contracts

G.

Skills-based routing

What allows the implementation of phases and tasks to meet performance goals track progress and measure success?

A.

Performance Analytics Spotlight

B.

Scheduled Reporting

C.

Service Level Agreement Tasks

D.

Continual Improvement Management

Partner admin (sn_customerservice.partner_admin) contacts have access to:

A.

Their customer account

B.

Their partner accounts

C.

Both

D.

Neither

Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. Which of the following statements is correct for CIs and assets?

A.

The contract and entitlements of an asset dictate whether or not it is stored in the CMDB

B.

The CMDB only tracks CIs, assets cannot be CIs

C.

While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs

D.

The CMDB tracks all assets as configuration items (CIs)

Which roles are responsible for maintaining account team membership? (Choose two.)

A.

Customer Admin [sn_customerservice.customer.admin]

B.

Customer Case Manager [sn_customerservice.customer_case_manager]

C.

System Administrator [admin]

D.

Customer Service Manager [sn_customerservice_manager]

Guided decisions is a decision authoring and execution capability that dynamically guides agents to resolve complex cases. Guided decisions consist of decision trees. What is a decision tree?

A.

A step-by-step methodology for creating and solving different case types

B.

A detailed check list for customer service teams

C.

A multi-step process consisting of a series of questions answers, and guidance Most Voted

D.

A set of steps used to define a complex process

Information about a customer’s service contract is found in Knowledge.

A.

False

B.

True

What is a household entity?

A.

Group of users that usually share a common address and use services as a group

B.

Group of people that usually share a common address and use services as a group

C.

Group of customers that usually share a common address and use services as a group

D.

Group of consumers that usually share a common address and use services as a group

The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.

A.

True

B.

False