Part#4:ServiceNow (CIS-CSM) : Certified Implementation Specialist - Customer Service Management-Q&A — Transcript

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13. 0:42now the question is contextual search
14. 0:46framework is used for providing
15. 0:49knowledge search results in which of
16. 0:52these scenarios
17. 0:55options are
18. 0:57option A entering question in Portal
19. 1:01only
20. 1:02option b record producer only
21. 1:06option C both portal question entry and
22. 1:11record producer
23. 1:13and option D none of the above
24. 1:23the correct option is
25. 1:27option b
26. 1:31next question is which of the following
27. 1:35are true regarding integrating a service
28. 1:38now knowledge base with external content
29. 1:42choose two options and the options are
30. 1:46option A imported external articles
31. 1:50appear as attachments in service now
32. 1:55option b only applications that allow
33. 1:59web DAV connections can be integrated
34. 2:04option C the imported articles will have
35. 2:07the same category it had in the source
36. 2:10based knowledge
37. 2:12and option D
38. 2:14SharePoint blocks this integration
39. 2:23the correct option is
40. 2:26option b and c
41. 2:31next question is X is to a knowledge
42. 2:35base or article can be restricted based
43. 2:39on a customer's assets and the product
44. 2:42models using which of the following
45. 2:46choose two options
46. 2:48and the options are
47. 2:51option a knowledge product entitlements
48. 2:55option b data policy
49. 2:58option C ACL and option D user criteria
50. 3:12the correct option is
51. 3:15option b and d
52. 3:19next question is
53. 3:21what are some benefits that knowledge
54. 3:25product entitlement provide
55. 3:28choose three options
56. 3:31and the options are
57. 3:34option A reduces call volume
58. 3:38option b makes it easier for agents to
59. 3:43manage case volume
60. 3:45option C allows access to knowledge
61. 3:48articles that are related to products
62. 3:52owned by a customer
63. 3:55option D information about customers
64. 3:59service contract
65. 4:01and option e focused product marketing
66. 4:13the correct option is
67. 4:16option A B and C
68. 4:22next question is
69. 4:25what are characters of knowledge
70. 4:28categories
71. 4:29options are
72. 4:31option A shareable across KB is yes
73. 4:36multi-level no
74. 4:38option b shareable across KBS no
75. 4:42multi-level yes option C shareable
76. 4:46across KBS no multi-level no option D
77. 4:52shareable across KBS yes multi-level yes
78. 4:59the correct option is
79. 5:01option b
80. 5:05next question is users with
81. 5:09the S and customer service dot proxy
82. 5:14contact rule can do which of the
83. 5:18following
84. 5:18choose two options
85. 5:21and the options are
86. 5:23option A manage cases on behalf of
87. 5:27customer service agents
88. 5:30option b create cases on behalf of
89. 5:34customers
90. 5:36option C manage request on behalf of
91. 5:40customer service agents
92. 5:43option D create requests on behalf of
93. 5:46customers
94. 5:49and option e manage major incident
95. 5:53communication on behalf of a customer
96. 5:57service manager
97. 6:01the correct option is
98. 6:04option b and d
99. 6:07thank you