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QUESTION 48
What is required to enable the Follow the sun field on the Customer Service Case form?

QUESTION 49
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)

QUESTION 50
What are the advantages of leading indicators over lagging indicators? (Choose two.)

QUESTION 51
What’s the purpose of the Deactivate Special Handling Notes Scheduled Job?

QUESTION 52
What are the types of units used to measure entitlements? (Choose two.)

QUESTION 53
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

QUESTION 54
When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?

QUESTION 55
Which roles are considered external? (Choose two.)

QUESTION 56
The ServiceNow add-in for Microsoft Outlook enables you to manage workflows such as creating and updating contacts and cases from within Microsoft Outlook. How could this feature positively affect customer experience?

QUESTION 57
The default configuration automatically closes resolved Cases after how many days?

QUESTION 58
Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?

QUESTION 59
Which of the following statements is correct when the ‘Contact Local Time’ field is enabled in a case form?

QUESTION 60
Which social media channels are NOT available out-of-box?

QUESTION 61
Entitlements specify the level of service provided to customers.

QUESTION 62
In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?

QUESTION 63
Read the use case below to determine if the customer service relationship is B2B or B2C.
Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage is local to the customer and scheduled a technician to Mary’s house.

QUESTION 64
Which of the following is a condition for matching rules?

QUESTION 65
Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)

QUESTION 66
If only one user reports a content for moderation, the content will be hidden.

QUESTION 67
What do blue circles in the timeline of a case form represent?

QUESTION 68
Which table does the Account (customer_account) table extend?

QUESTION 69
If only one user reports a content for moderation, the content will be hidden.

QUESTION 70
Which feature sends an email notification containing a list of relevant knowledge articles to the case submitter and watchlist users associated with the case whenever a case is created?

QUESTION 71
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

QUESTION 72
________________ is a role for managing all of the cases in an account and any related child accounts.
Options are :