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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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