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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q12-Q17):
NEW QUESTION # 12
Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :
- A. sn_shn.popup_width
- B. sn_shn.max_num_alerts
- C. sn_shn.note_preferences
Answer: A
NEW QUESTION # 13
External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals. What can they approve in relation to cases via the portals?
- A. Problem Records and Escalations
- B. Change Records and Request Records
- C. Problem Records and Incident Records
- D. Request Records and Escalations
Answer: B
NEW QUESTION # 14
Special Handling Notes can apply to which one of the following based on specific attributes?
- A. Holiday
- B. VIP
- C. Domain
- D. Contact
Answer: A
NEW QUESTION # 15
Your customer complains that when their users click on the Configuration Item magnifier from the Incident form, that they are overwhelmed by the volume of CIs to choose from. They want to exclude certain types of CIs from the CI lists on the Incident. Problem and Change forms. What do you recommend to your customer?
- A. Create an Access control to hide the unnecessary CIs from the itil users
- B. Use the Principal CI class checkbox, to identify the CI classes that they want visible on the Incident, Problem, and Change forms Most Voted
- C. Add a Show field to the base cmdb table: Check the Show box on those CI records they want to display; make reference qualifier to display only the CIs with show=true
- D. Make a show/hide UI action to show only the desired CIs to the itil users
Answer: B
NEW QUESTION # 16
What should be part of the pre-engagement collateral?
- A. Frequently Asked Questions (FAQ)
- B. Scoping Guide
- C. Customer Service roles template
- D. Stock Keeping Unit (SKU) and pricing sheet
Answer: C
NEW QUESTION # 17
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