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

Question 41

Customer Service Management Administrators can delegate Contact Administration activities to specific contacts within accounts by assigning specific roles to one or more users. Which of the following roles, if assigned, would allow the user to create contacts?

Options:

Customer case manager (sn_customerservice.customer_case_manager)

Customer account manager (sn_customerservice.customer_account_manager)

Customer admin (sn_customerservice.customer_admln) Most Voted

Customer (sn_customerservice.customer)

Question 42

A customer service agent wants to escalate an account but is unable to use the Escalate Account related link on the Account form. What could be the reasons why the customer service agent is not able to use it? (Choose two.)

Options:

No escalation approval flow is configured

The parent account of the account to be escalated is not active

The customer service agent is not assigned with the escalation requester role

The account already has an open escalation record

Question 43

What is the specific type of catalog item called that allows users to create any type of task, such as cases, from the Service Catalog?

Options:

Catalog item

Service Catalog Request

Request Item

Record Producer

Question 44

What does NLU stand for?

Options:

Natural-Learning Userability

Natural-Language Understanding Most Voted

Natural-Learning URL

Natural-Language URL

Weekend Sale 70% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code: save70

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

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CompTIA

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Microsoft

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