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NEW QUESTION 48
What is required to enable the Follow the sun field on the Customer Service Case form?
- A. The value property on the form must be set to true and the field added to the case form
- B. The plugin 'com.snc.csm_time_recording' needs to be activated
- C. Nothing, it is a standard field
- D. The value property on the form must be set to true
Answer: D
Explanation:
Reference:
customer-service-management/reference/r_CustomerServiceCaseForm.html
NEW QUESTION 49
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
- A. False
- B. True
Answer: B
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_RolesInstalledWithCustomerService.html
NEW QUESTION 50
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
- A. Case Prioritization
- B. Case State
- C. Case Categorization
- D. Case Escalation
Answer: A,C
NEW QUESTION 51
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)
- A. Manage requests on behalf of customer service agents
- B. Manage cases on behalf of customer service agents
- C. Manage major incident communication on behalf of a customer service manager
- D. Create cases on behalf of customers
- E. Create requests on behalf of customers
Answer: D,E
Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/concept/employee-create-case-for-customer.html
NEW QUESTION 52
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