QUESTION 39
Which of the following are channels? (Choose two.)

QUESTION 40
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

QUESTION 41
What are common types of application record data that are imported during a CSM data migration?
(Choose two.)

QUESTION 42
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)

QUESTION 43
What are the conditions that matching rules are based on? (Choose two.)

QUESTION 44
Special Handling Notes can apply to which one of the following based on specific attributes?

QUESTION 45
Access to a Knowledge base or Article can be restricted based on a customer’s assets and the product models using which of the following? (Choose two.)

QUESTION 46
Match the business rule to its function in the Self-Service Portal.
Hot Area:

QUESTION 47
How many active OpenFrame configurations can you have on an instance?

QUESTION 48
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)

QUESTION 49
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :

QUESTION 50
Matching rules enhance assignment capability by ____________________.

QUESTION 51
Which of the following roles cannot update a consumer’s record?

QUESTION 52
________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :

QUESTION 53
Information in the Case Field ‘Contact’ is copied to which Incident Field?

QUESTION 54
Articles can provide the following: (Choose three.)

QUESTION 55
How many active OpenFrame configurations can you have on an instance?

QUESTION 56
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

QUESTION 57
Read the use case below to determine if the customer service relationship is B2B or B2C.
Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage is local to the customer and scheduled a technician to Mary’s house.

QUESTION 58
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)

QUESTION 59
What are the Forum User Types? (Choose three.)

QUESTION 60
What is the purpose of a Catalog Item variable?