Question 221 · 257 in bank
Select 2When the virtual agent plugin is installed NLU is activated but is not available for use until what two configurations are completed? (Choose two.)
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Answer: AC
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When the virtual agent plugin is installed NLU is activated but is not available for use until what two configurations are completed? (Choose two.)
Answer: AC
An entitlement defines the types of support a customer receives. Entitlements are based on a number of standard fields such as product and asset. When Proactive Customer Service Operations is implemented which additional fields could be used? (Choose two.)
Answer: DE
Answer: D. Install base item E. Sold product Explanation: Service Entitlement form: - Name - Product - Account - Consumer - Contract - Asset - Active - Channel - Install Base Item (d.) - Sold Product (e.) - Business hours - Start date - End date - Total Units - Remaining Units - Unit - Per unit Source: https://docs.servicenow.com/bundle/rome-customer-service-management/page/product/customer-service-management/task/c_CreateAnEntitlement.html
Source: Adapted from community discussion — sephereth
When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?
Answer: D
D should be correct answer. https://docs.servicenow.com/bundle/tokyo-customer-service-management/page/product/customer-service-management/reference/r_KnowProdEntitlementCompInstalled.html Entitilements are only permissions. We adding product to the Knowledge Base or Knowledge Article
Source: Adapted from community discussion — abrakadabrek
Advance Work Assignment assigns work to agents based on their availability, capacity, and skills. Agent Affinity enhances the Advanced Work Assignment process by adding additional agent details organized by affinity type. Which of these are these affinity types? (Choose three.)
Answer: BCD
Answer: B. Account team responsibility C. Historical D. Related task Explanatin: The types of affinities are: - Historical: Identifies the best agent based on the agent's history of serving the same customer. - Related task: Identifies the best agent based on the agent's past assignments of related tasks. - Account team: Identifies the best agent based on the agent's responsibility or role in the account team. Source: https://docs.servicenow.com/en-US/bundle/tokyo-servicenow-platform/page/administer/advanced-work-assignment/concept/awa-agent-affinity-concept.html
Source: Adapted from community discussion — sephereth
In Agent Workspace Chat, Agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?
Answer: C
Name a security benefit gained from using scoped applications:
Answer: C
Application scoping protects applications by identifying and restricting access to application files and data. Administrators can specify what parts of an application are accessible to other applications from: The Custom application record Each application Table record https://docs.servicenow.com/bundle/washingtondc-application-development/page/build/applications/concept/c_ApplicationScope.html
Source: Adapted from community discussion — netvision_g
What do blue circles in the timeline of a case form represent?
Answer: B
The CSM application has a feature that can be used to filter records in CSM-related tables which are accessible by users with CSM roles. This feature makes it unnecessary to create business logic for those persona access the data. What is this feature?
Answer: A
Answer: A. CSM Query Rules Explanation: "Query rules are used to filter the records in CSM-related tables that are accessible by users with CSM roles." Source: https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-management/reference/csm-query-rules.html
Source: Adapted from community discussion — sephereth
In Advanced Work Assignment, what does the overflow assignment capability do, if defined?
Answer: A
A is correct. Usage 1. If a particular queue’s agents are busy and not able to accept additional work items, how do I re-assign it to another queue? This is possible through the use of overflow configuration, in which you define a time limit for the primary queue agents' group, if any agent in that group does not respond within the time limit, the interaction will be re-assigned to another available agent group to work on.
Source: Adapted from community discussion — NokoNice
Which role must B2B and B2C customers obtain, at a MINIMUM, to access to a ServiceNow instance?
Answer: A
Both B2B and B2C customers are outside the organization and are therefore considered external. The [sn_customerservice.customer] role only applies to B2B not B2C so the given answer C is incorrect. Source: https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/reference/r_RolesInstalledWithCustomerService.html#r_RolesInstalledWithCustomerService__section_p5t_gcr_3mb
Source: Adapted from community discussion — 123Destiny
Keyboard:J Kmove between questionsA–Dselect an answerRshow or hide the answer← →change page
CIS-CSM practice, question 221. 257 questions available.
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