Free ServiceNow Certified Implementation Specialist - Customer Service Management Exam Practice Questions

A.  

Special handing notes

B.  

Lookup and verify

C.  

Related search

D.  

Agent assist

A.  

Header with links for different customer activities such as creating a case

B.  

Search feature to get Information from several repositories

C.  

Links to information sources such as the knowledge base, community and customer support

D.  

Links to marketing promotions and product coupons

E.  

The ability to create new accounts

A.  

External (snc_external)

B.  

Account Contact (sn_cusiometservice.accouni_contactf

C.  

Cusiomer(sn_customerservice.customer)

D.  

Case Creator (sn_customer service, case creator)

A.  

Escalation Decision

B.  

Escalation Rule

C.  

Escalation Reason

D.  

Escalation Template

A.  

Enables managers lo discreetly monitor chats between agents and customers

B.  

Enables agents to access response templates to help them resolve cases faster and more efficiently

C.  

To enable agents to collaborate with other agents or Subject Matter Experts (SMEs) in real-time for faster case resolution

D.  

Enables agents to keep information regarding details of the case visible at all times

A.  

Runs at the end of the month and deactivates all Special Handling notes more than 30 days old

B.  

Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by the end of the week

C.  

Runs on demand by the System Admin who must set specific weekly schedules and set only those that are priority 1-critical to be deactivated

D.  

Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates

A.  

Create case for product

B.  

Create case for asset

C.  

Update case from forward email

D.  

Create case from email

E.  

Update case using reply