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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q30-Q35):
NEW QUESTION # 30
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.
- A. True
- B. False
Answer: A
NEW QUESTION # 31
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)
- A. Close work orders
- B. Manage assets
- C. Manage cases
- D. Manage requests
- E. Execute assigned tasks
Answer: A,C,E
Explanation:
When your mobile device is offline, you can execute assigned tasks at the task location, manage assets, track the time stamp of updated tasks, and close work orders and work order tasks. The data for tasks performed offline is stored in the device cache and synchronized when the device goes online.
NEW QUESTION # 32
Partner admin (sn_customerservice.partner_admin) contacts have access to:
- A. Their customer account
- B. Both
- C. Their partner accounts
- D. Neither
Answer: B
NEW QUESTION # 33
What are the conditions that matching rules are based on? (Choose two.)
- A. Specific routing rules
- B. Agent resources best suited to work on a case
- C. Specific case attributes
- D. Filters set up in advanced work assignment
Answer: B,C
NEW QUESTION # 34
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
- A. Case Prioritization
- B. Case State
- C. Case Escalation
- D. Case Categorization
Answer: A,D
Explanation:
Explanation
NEW QUESTION # 35
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