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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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