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NEW QUESTION 27
Match the definitions for roles relationships.
Hot Area:
Answer:
Explanation:
NEW QUESTION 28
Which of the following roles cannot update a consumer's record?
- A. admin
- B. sn_customerservice.consumer_agent
- C. sn_customerservice_manager
- D. sn_customerservice_agent
Answer: D
Explanation:
Reference:
customer-service-management/task/create-a-consumer-record.html
NEW QUESTION 29
Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?
- A. Contextual Search
- B. Agent Assist
- C. Record Information
- D. Dynamic Related Records
Answer: D
NEW QUESTION 30
Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? (Choose three.)
- A. Matching Skills
- B. Assigned Cases
- C. Agent History
- D. Availability Today
- E. Agent Affinity
Answer: A,B,D
NEW QUESTION 31
Entitlements specify the level of service provided to customers.
- A. True
- B. False
Answer: A
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/c_ContractsAndEntitlements.html
NEW QUESTION 32
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