Question 1

Which role must B2B and B2C customers obtain, at a MINIMUM, to have access to a ServiceNow instance?

Options :

A : External (snc_external)

B : Account Contact (sn_cusiometservice.accouni_contactf

C : Cusiomer(sn_customerservice.customer)

D : Case Creator (sn_customer service, case creator)

Answer: A

Question 2

What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)

Options :

A : Reduces agent workload

B : Reduces monthly case volume

C : Work orders can be created from a case Most Voted

D : Customer can access work order details and tasks created for their case

Answer: C,D

Question 3

What does viewing a customer’s install base enable customer service agents to do? (Choose two.)

Options :

A :

See the detailed configurations of the products and services deployed for a customer to determine me action needed

B : Monitor alerts for operational services and configuration items that affect service health

C : Trace information provided m a case to the right product or service to which it relates

D : Close an upsell of related products and services not yet purchased by a customer

Answer: A,C

Question 4

When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?

Options :

A : Social Channels

B : Social Profiles

C : Social Logs

D : Work notes

E : Additional comments

Answer: C

Question 5

Articles can provide the following: (Choose three.)

Options :

A : Document current and known issues

B : Provide answers and responses to common issues or questions

C : Information about customer’s service contract

D : Share product information

Answer: A,B,D