Question 1

Which table must be extended when creating a new case type?

Options :

A : Case (sn_customerservice_case)

B : Case Task (sn_customerservice_case_task)

C : Task (task)

D : Case Type (sn_case_type)

Answer: A

Question 2

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 3

True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace. Options are :

Options :

A : False

B : True

Answer: B

Question 4

Which are the key self-service functions of the Customer Support Portal? (Choose three.)

Options :

A : Community

B : Knowledge Base

C : Open An Incident

D : Service Catalog

Answer: A,B,D

Question 5

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.)

Options :

A : Knowledge Product Entitlements

B : Data Policy

C : ACL

D : User Criteria

Answer: A

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