Question 1

Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can: Options are :

Options :

A : Escalate the chat to virtual agent

B : Create a record, such as an incident or a case

C : Escalate the chat to another agent

D : Respond to questions

Answer: B,C,D

Question 2

What is included in an account relationship record? Choose 3 answers

Options :

A : Primary contact

B : Parent/Child related records

C : The account relationship type that this relationship record is based on

D : A target account

E : A source account

Answer: A,C,E

Question 3

What feature does the Product Model and Catalog Items Relationship plugin enable?

Options :

A : Agents are automatically proposed catalog items related to the chosen product on the case form

B : Consumers can track what products they have purchased via the catalog

C : It provides a contextual service catalog based on the customer’s subscribed services Most Voted

D : Customer service managers can track the financial cost of customer’s subscribed services and the related requests

Answer: C

Question 4

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 5

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

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