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NEW QUESTION 29
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
- A. Change Update to Close
- B. Auto Assessment
- C. Update Case Entitlement
- D. Apply Role by Customer
Answer: B,C
NEW QUESTION 30
What is required to synchronize fields from a parent to a child case(s)?
- A. The role of sn_customerservice.customer_case_manager must be assigned
- B. No action required, this is a standard Customer Service Management feature
- C. Major Issue Management needs to be installed and certain properties enabled
- D. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
Answer: B
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/task/config-major-case-synchronization.html
NEW QUESTION 31
Match the business rule to its function in the Self-Service Portal.
Hot Area:
Answer:
Explanation:
Explanation
NEW QUESTION 32
In the Customer Service Management space, what does the term asset management mean?
- A. Tracking products or services customers are using
- B. A set of business activities and processes used to track assets
- C. Tables in the Asset application
- D. Financial, contractual and inventory information of assets
Answer: D
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/asset- management/concept/c_AssetManagement.html
NEW QUESTION 33
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