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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Questions and Answers

Question 29

What one of the following is optional when creating a Catalog workflow?

Publishing the workflow

Defining workflow activities

Approving the workflow

Managing workflow versions

Question 30

Entitlements are counted using two types of units:

SLAs and contracts

Days and assets

Cases and products

Hours and cases

Question 31

Information about a customer’s service contract is found in Knowledge.

False

True

Question 32

What is the purpose of a Catalog Item variable?

Allows the customer to ask a question

Provides hint to the user on the field

Opens a chat session with customer support

Allows the customer or consumer to qualify their answer