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What action is required to enable agents to create an incident record for a case?

A.

They must be assigned with the read role for incident

B.

They must be assigned with the itil role

C.

They must be assigned with the snc_intemal role

D.

They must be assigned with the sn_customerservice.itsm_contributor role

When the virtual agent plugin is installed NLU is activated but is not available for use until what two configurations are completed?

Choose 2 answers

A.

Choose the NLU service provider

B.

In the NLU Settings configure the Entity confidence threshold

C.

Enable NLU in Virtual Agent

D.

In the NLU Settings configure the Intent confidence threshold

Which are the key self-service functions of the Customer Support Portal? (Choose three.)

A.

Community

B.

Knowledge Base

C.

Open An Incident

D.

Service Catalog

What benefits does scoping an application bring? (Choose three.)

A.

CSM teams can move at their desired pace, independent of IT

B.

Provides CSM teams autonomy and control

C.

CSM application data and business logic is protected from changes by other applications

D.

Account records can be changed only while in the CSM scope

E.

Changes in different scopes can be addressed in a single update set

In the 'Action Status' column on a case list, what could a blue indicator dot mean?

A.

Needs attention

B.

Blocked internally

C.

Blocked externally

D.

Work in progress

The default configuration automatically closes resolved Cases after how many days?

A.

5 days

B.

Cases are not automatically closed by default Most Voted

C.

3 days

D.

10 days

Which of the following is a condition for matching rules?

A.

Agent domain

B.

Assignment

C.

Switching

D.

Specific case attributes

Which service catalogs are available in the base instance customer portals?

Choose 2 answers

A.

Consumer Service

B.

Customer Service

C.

Partner Service

D.

Product Service

Now Create provides a prescriptive methodology, leading practices, and accelerators to help with ServiceNow implementations and upgrades How many sequential project phases and exit gates are there in the Now Create Methodology?

A.

Four

B.

Three

C.

Six

D.

Five

Which entity represents specific versions of products being sold to and supported for customers?

A.

Portfolio Products

B.

Product Categories

C.

Product Models

D.

Sold Products