ServiceNow CIS-CSM Simulated Test

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NEW QUESTION 35
Partner admin contacts have access to the data of both their partner accounts and customer accounts.

  • A. False
  • B. True

Answer: B

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_RolesInstalledWithCustomerService.html

 

NEW QUESTION 36
Information in the Case Field ‘Contact’ is copied to which Incident Field?

  • A. Contact
  • B. User
  • C. Customer
  • D. Caller

Answer: A

 

NEW QUESTION 37
Match the business rule to its function in the Self-Service Portal.
Hot Area:

Answer:

Explanation:

Reference:
https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-servicemanagement/reference/r_BRIWCustomerService.html

 

NEW QUESTION 38
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

  • A. Manage cases on behalf of customer service agents
  • B. Create cases on behalf of customers
  • C. Create requests on behalf of customers
  • D. Manage major incident communication on behalf of a customer service manager
  • E. Manage requests on behalf of customer service agents

Answer: B,C

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/employee-create-case-for-customer.html

 

NEW QUESTION 39
Which of the following is a condition for matching rules?

  • A. Specific case attributes
  • B. Assignment
  • C. Agent domain
  • D. Switching

Answer: B

Explanation:
Reference:
customer-service-management/concept/case-assignment-matching-rules.html

 

NEW QUESTION 40
……

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