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Guide for ServiceNow Certified Implementation Specialist - Customer Service Management

Quiz ServiceNow Certified Implementation Specialist - Customer Service Management

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/ 10

Quiz

1/10
Agents and managers cannot create knowledge articles from Community questions.
Select the answer
1 correct answer
A.
True
B.
False

Quiz

2/10
Information about a customer’s service contract is found in Knowledge.
Select the answer
1 correct answer
A.
False
B.
True

Quiz

3/10
From what places in SN can an agent create a case? (Choose three.)
Select the answer
3 correct answers
A.
Customer Service Application
B.
Contact
C.
Account
D.
Chat

Quiz

4/10
What are the conditions that matching rules are based on? (Choose two.)
Select the answer
2 correct answers
A.
Agent resources best suited to work on a case
B.
Specific routing rules
C.
Filters set up in advanced work assignment
D.
Specific case attributes

Quiz

5/10
Matching rules enhance assignment capability by .
Select the answer
1 correct answer
A.
Matching best agent by availability
B.
Providing dynamic matching of cases to groups or individuals
C.
Determining if account is a customer or partner
D.
Matching best agent by skill

Quiz

6/10
Special Handling Notes can apply to which one of the following based on specific attributes?
Select the answer
1 correct answer
A.
Domain
B.
Contact
C.
Holiday
D.
VIP

Quiz

7/10
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
Select the answer
2 correct answers
A.
Case Escalation
B.
Case State
C.
Case Categorization
D.
Case Prioritization

Quiz

8/10
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
Select the answer
2 correct answers
A.
Apply Role by Customer
B.
Auto Assessment
C.
Change Update to Close
D.
Update Case Entitlement

Quiz

9/10
What should be emphasized when designing solutions? (Choose three.)
Select the answer
4 correct answers
A.
Minimize customizations
B.
Focus Out-of-the-box functionality
C.
Design for Scalability
D.
Mobile friendly functionality

Quiz

10/10
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
Select the answer
1 correct answer
A.
Entering question in portal only
B.
Record Producer only
C.
Both portal question entry and Record Producer
D.
None of the above
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Info quiz:

  • Quiz name:ServiceNow Certified Implementation Specialist - Customer Service Management
  • Total number of questions:79
  • Number of questions for the test:50
  • Pass score:80%

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