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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q196-Q201):

NEW QUESTION # 196
What is the specific type of catalog item called that allows users to create any type of task, such as cases, from the Service Catalog?

A. Request Item
B. Record Producer
C. Service Catalog Request
D. Catalog item

Answer: B

Explanation:
https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/product/service-catalog-management/concept/c_RecordProducer.html

NEW QUESTION # 197
What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?

A. Web
B. Virtual Agent
C. Catalog
D. Portal

Answer: A

NEW QUESTION # 198
What should be emphasized when designing solutions? (Choose three.)

A. Minimize customizations
B. Design for Scalability
C. Mobile friendly functionality
D. Focus Out-of-the-box functionality

Answer: B,C,D

NEW QUESTION # 199
In Advanced Work Assignment, what does the overflow assignment capability do, if defined?

A. Routes cases to different groups based on their skill set and availability
B. Uses matching and assignment rules to send won* items to the agent with the highest availability
C. Uses matching and assignment rules to send work Hems to the agent with the most capacity
D. When one support group reaches capacity the work Item is automatically routed to another group

Answer: D

NEW QUESTION # 200
Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)

A. Can edit information or roles for existing contacts
B. Can view assets belonging to their account Most Voted
C. Can assign the roles to other contacts in the same account
D. Can research questions issues, or problems, and create view and edit cases for only their own accounts Most Voted

Answer: B,D

NEW QUESTION # 201
......

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