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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q16-Q21):

NEW QUESTION # 16
Partner admin contacts have access to the data of both their partner accounts and customer accounts.

  • A. False
  • B. True

Answer: B

Explanation:
Explanation


NEW QUESTION # 17
Which application must be activated to enable customers to check in on-line for future appointments?

  • A. Business Location
  • B. Service Organization
  • C. Walk-Up Experience
  • D. Field Service Management

Answer: C


NEW QUESTION # 18
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)

  • A. Languages spoken by agents
  • B. Knowledge and skills required for agents
  • C. Number of customer service portals used
  • D. Geographical location of customer
  • E. Number of agents required
  • F. Number and type of support tools available

Answer: A,B,E,F


NEW QUESTION # 19
How many active OpenFrame configurations can you have on an instance?

  • A. 0
  • B. 1
  • C. 2
  • D. Unlimited

Answer: D

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/jakarta-customer-service-management/page/product/ customer-service-management/task/t_CreateAnOpenFrameConfiguration.html


NEW QUESTION # 20
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

  • A. Entering question in portal only
  • B. Both portal question entry and Record Producer
  • C. None of the above
  • D. Record Producer only

Answer: D


NEW QUESTION # 21
......

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