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Pass ServiceNow CIS-CSM Exam 2026 | Implementation Specialist Guide and Practice Test — Transcript

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0:00Service Now CSM certified implementation
0:02specialist customer service management
0:04exam.
0:07Question one, true or false. Agents and
0:09managers cannot create knowledge
0:11articles from community questions.
0:13Option A, true. Option B, false.
0:18The correct answer is option B, false.
0:21Agents and managers actually have the
0:23ability to create knowledge articles
0:25directly from community questions to
0:27capture shared solutions.
0:29Question two, true or false? Information
0:32about a customer service contract is
0:34typically found in the knowledge base.
0:35Option A, true, option B, false.
0:41The correct answer is option B, false.
0:44Contract information is usually stored
0:46in the service contract table rather
0:48than the knowledge base, which contains
0:49instructional andformational articles.
0:53Question three, from which of the
0:54following locations can an agent create
0:56a new case? Option A, customer service
0:58application and account and chat. Option
1:00B, system logs and script includes.
1:03Option C, database schemas and tables.
1:05Option D, user profiles and groups.
1:11The correct answer is option A, customer
1:13service application and account and
1:15chat. Agents have multiple entry points
1:17for case creation, including the main
1:19application and specific account records
1:21and live chat interactions.
1:24Question four. Matching rules are
1:25primarily based on which two conditions?
1:28Option A, agent resources best suited
1:30for the work and specific case
1:31attributes? Option B, system uptime and
1:33database size. Option C, number of users
1:36logged in and server location. Option D,
1:38color of the user interface and browser
1:40version.
1:44The correct answer is option A, agent
1:46resources best suited for the work and
1:48specific case attributes. Matching rules
1:51evaluate both the properties of the case
1:53and the specific skills or availability
1:55of agents to ensure the best assignment.
1:58Question five, matching rules enhance
2:00assignment capability by providing what
2:02feature? Option A, manual selection of
2:04agents? Option B, dynamic matching of
2:06cases to groups or individuals by
2:08availability? Option C, hard-coded
2:11routing based on name? Option D, random
2:13assignment to any available user.
2:18The correct answer is option B. Dynamic
2:20matching of cases to groups or
2:22individuals by availability. Matching
2:25rules allow for a more intelligent and
2:26fluid way to assign work based on
2:28real-time availability and agent
2:30profiles.
2:32Question six. Special handling notes can
2:34be applied to which of the following
2:35based on specific attributes? Option A,
2:38domain. Option B, contact. Option C,
2:40holiday. Option D, internal department.
2:46The correct answer is option B. Contact.
2:50Special handling notes are often used to
2:51provide agents with immediate and
2:53important information regarding a
2:54specific contact when a case is opened.
2:58Question seven, how does predictive
3:00intelligence improve case management?
3:02Option A, predicting values for empty
3:04fields and old records. Option B,
3:06reducing the number of records needed
3:07for a database. Option C, replacing all
3:10legacy routing rules. Option D,
3:12predicting case values without manual
3:14intervention.
3:18The correct answer is option D,
3:20predicting case values without manual
3:22intervention. Predictive intelligence
3:24uses machine learning to automatically
3:26categorize and root cases which reduces
3:28the manual workload for agents.
3:31Question eight, what is a specific
3:33condition used for matching rules in
3:35customer service management? Option A,
3:37agent domain. Option B, switching.
3:39Option C, specific case attributes.
3:41Option D, browser cookies.
3:46The correct answer is option C, specific
3:49case attributes. Matching rules look at
3:51specific case attributes such as
3:53priority or product to find the most
3:55qualified agent.
3:57Question nine, what do the blue circles
3:59in the timeline of a case form
4:00represent? Option A, a private note.
4:03Option B, the current state. Option C, a
4:05background activity. Option D, a
4:08customer comment.
4:12The correct answer is option B, the
4:14current state. The blue circles on the
4:16case timeline provide a visual indicator
4:18of when the case moved between different
4:20states.
4:22Question 10, predictive intelligence
4:24supports which of the following triage
4:25decisions? Option A, case categorization
4:28and case prioritization. Option B, case
4:30escalation and case deletion. Option C,
4:33user creation and group assignment.
4:35Option D, database indexing and table
4:37cleanup.
4:41The correct answer is option A, case
4:43categorization and case prioritization
4:46by analyzing historical data predictive
4:48intelligence can accurately suggest the
4:50category and priority for new incoming
4:52cases.
4:54Question 11, which business rules are
4:56part of the customer service management
4:57baseline configuration? Option A, apply
5:00role by customer? Option B, auto
5:02assessment and update case entitlement.
5:04Option C, change update to close. Option
5:06D, system maintenance and backup.
5:12The correct answer is option B, auto
5:14assessment and update case entitlement.
5:16The system includes baseline rules to
5:18automatically assess cases and update
5:20entitlements as the case progresses.
5:23Question 12. Which of the following is a
5:26critical success factor for customer
5:27service management implementations?
5:29Option A, defining the business pain
5:31points and having a clear understanding
5:33of use cases. Option B, increasing the
5:36number of custom scripts. Option C,
5:38reducing the number of trained agents.
5:40Option D, limiting access to the service
5:42portal.
5:46The correct answer is option A, defining
5:48the business pain points and having a
5:50clear understanding of use cases. A
5:52successful implementation requires a
5:54deep understanding of the actual
5:56business problems and the specific
5:57scenarios the system must handle.
6:00Question 13. What should be emphasized
6:02when designing a Service Now solution?
6:04Option A, maximize customizations and
6:07hard coding? Option B, minimize
6:09customizations and focus on out-
6:10of-the-box functionality and
6:12scalability. Option C, designing for a
6:14single user only. Option D, avoiding
6:16mobile functionality.
6:21The correct answer is option B. Minimize
6:23customizations and focus on
6:25out-of-the-box functionality and
6:26scalability. Designing with out-
6:29of-the-box features and scalability in
6:31mind ensures that the system is easier
6:32to maintain and upgrade in the future.
6:36Question 14. What role does the
6:37engagement manager play before a
6:39workshop? Option A, acts as the project
6:41manager and assists with technical
6:43requirements. Option B, provides the
6:45technical code for the solution. Option
6:47C manages the physical hardware for the
6:49customer. Option D answers all end user
6:52support calls.
6:56The correct answer is option A acts as
6:58the project manager and assists with
7:00technical requirements. The engagement
7:03manager oversees the project scope and
7:05helps translate technical needs into
7:06actionable project plans.
7:09Question 15, what document should be
7:11part of the pre-engagement collateral?
7:13Option A, frequently asked questions.
7:15Option B, a scoping guide. Option C,
7:18customer service roles template. Option
7:20D, pricing and sales sheets.
7:25The correct answer is option B, a
7:27scoping guide. A scoping guide is
7:30essential for defining the boundaries
7:31and expectations of the project before
7:33formal work begins.
7:36Question 16. Which of the following can
7:38knowledge articles provide? Option A,
7:40information about a customer service
7:42contract? Option B, answers to common
7:44issues and product information and
7:46documentation of known issues. Option C,
7:48raw database tables. Option D, access to
7:51internal financial reports.
7:56The correct answer is option B, answers
7:58to common issues and product information
8:00and documentation of known issues.
8:03Knowledge articles are intended to help
8:05users and agents find solutions to
8:06common problems and learn about
8:08products.
8:10Question 17. The contextual search
8:12framework provides knowledge results in
8:14which scenarios? Option A, entering a
8:16question in the portal or using a record
8:18producer. Option B, only when using a
8:20mobile device. Option C, only when an
8:22agent manually searches. Option D, when
8:25the database is being backed up.
8:30The correct answer is option A, entering
8:32a question in the portal or using a
8:34record producer. Contextual search
8:36automatically surfaces relevant
8:38knowledge articles as a user types into
8:40a portal or record producer form.
8:43Question 18, which is true regarding the
8:45integration of a service now knowledge
8:46base with external content? Option A,
8:49external articles appear as attachments
8:51and require web document authoring and
8:53versioning? Option B, external articles
8:55are automatically deleted. Option C,
8:57external articles must be manually
8:59retyped. Option D, SharePoint prevents
9:01all forms of integration.
9:06The correct answer is option A. External
9:09articles appear as attachments and
9:10require web document authoring and
9:12versioning. Service Now can integrate
9:14with external sources using web document
9:17authoring and versioning to bring in
9:18articles as attachments.
9:21Question 19. How can access to a
9:23knowledge base or article be restricted
9:24based on products? Option A, by using
9:27knowledge product entitlements and user
9:29criteria. Option B, by deleting the
9:31article for certain users. Option C, by
9:34changing the font color of the article.
9:35Option D, by using a data policy.
9:41The correct answer is option A, by using
9:43knowledge product entitlements and user
9:45criteria. User criteria and knowledge
9:48product entitlements ensure that users
9:50only see articles relevant to the
9:52products they own or are entitled to.
9:54Question 20. What is a benefit provided
9:57by knowledge product entitlements?
9:59Option A, increases the number of phone
10:01calls. Option B allows access to
10:03articles related to products owned by a
10:05customer. Option C provides information
10:07about a customer service contract.
10:09Option D increases the manual workload
10:11for agents.
10:16The correct answer is option B. Allows
10:18access to articles related to products
10:20owned by a customer. This feature helps
10:22reduce call volume by surfacing the
10:24right self-service information to the
10:26right customers based on their
10:27purchases.
10:29Question 21. What are the
10:31characteristics of knowledge categories
10:32in the system? Option A, they can be
10:35shared across multiple knowledge bases.
10:37Option B, they are not sharable across
10:39knowledge bases and can be multi-level.
10:41Option C, they are single level only.
10:43Option D, they are only available to
10:45administrators.
10:50The correct answer is option B. They are
10:52not sharable across knowledge bases and
10:54can be multi-level. Knowledge categories
10:56are specific to their respective
10:58knowledge base and support a multi-level
11:00hierarchy for organization.
11:02Question 22. What can users with the
11:05proxy contact role perform? Option A,
11:07manage cases on behalf of agents. Option
11:09B, create cases and requests on behalf
11:11of customers. Option C, manage major
11:14incident communications. Option D,
11:16delete customer accounts.
11:21The correct answer is option B. Create
11:23cases and requests on behalf of
11:25customers. Proxy contacts are employees
11:28like sales representatives who can
11:29submit cases and requests when a
11:31customer is unable to do so themselves.
11:34Question 23. What is the purpose of a
11:36catalog item variable? Option A grants
11:39the customer the opportunity to ask a
11:41question. Option B opens a wizard to
11:43help a customer. Option C guides a
11:45customer with hints. Option D allows the
11:48customer or consumer to qualify their
11:49answer.
11:53The correct answer is option D allows
11:56the customer or consumer to qualify
11:57their answer. Variables are used to
12:00collect specific and structured
12:01information from a user when they are
12:03submitting a request.
12:05Question 24. Which of the following is
12:07optional when creating a catalog
12:09workflow? Option A, publishing the
12:11workflow. Option B, defining workflow
12:13activities. Option C, approving the
12:15workflow. Option D, managing workflow
12:17versions.
12:22The correct answer is option D, managing
12:24workflow versions. While workflows must
12:26be defined and published for use,
12:28managing multiple versions of that
12:29workflow is an optional administrative
12:31task.
12:33Question 25. Which module is used to
12:36create case record producers? Option A,
12:38case record producers module. Option B,
12:40edit records module. Option C, record
12:43producers module. Option D, maintain
12:45records module.
12:49The correct answer is option C, record
12:51producers module. Record producers are
12:54created within the standard record
12:56producers module to enable users to
12:58create cases from the service catalog.
13:01Question 26. Which of the following is
13:03not a dependency for the customer
13:05service plug-in? Option A, task
13:07activities. Option B, skills management.
13:09Option C, open frame. Option D,
13:11communities.
13:16The correct answer is option D,
13:17communities. While communities is a
13:20related application, it is not a
13:21technical requirement for the core
13:23customer service plug-in to function.
13:26Question 27. In which entity would you
13:28store a customer Twitter profile details
13:30for social support? Option A, account.
13:33Option B, consumer. Option C, social
13:35profile. Option D, personnel file.
13:41The correct answer is option C. Social
13:43profile. The social profile entity is
13:46specifically designed to store handles
13:48and details for various social media
13:49platforms.
13:51Question 28. Which social media channel
13:54is not available out of the box for
13:56customer service management? Option A,
13:58Facebook. Option B, Twitter. Option C,
14:00LinkedIn. Option D, none of the above.
14:06The correct answer is option C. LinkedIn
14:09service now provides native support for
14:11Facebook and Twitter, but LinkedIn is
14:13not a standard out-of-the-box social
14:14channel.
14:16Question 29. What happens if no group is
14:19selected when configuring multiple
14:20active configurations of open frame?
14:22Option A, no users will see the
14:24configuration. Option B, the
14:26configuration is considered broken.
14:28Option C, it is the equivalent of
14:30selecting all the groups. Option D, the
14:32system will crash.
14:37The correct answer is option C. It is
14:39the equivalent of selecting all the
14:40groups. If the group field is left
14:42empty, the open frame configuration is
14:44applied globally to all groups in the
14:46system.
14:48Question 30. How many outbound email
14:50accounts are supported in customer
14:51service management? Option A one. Option
14:54B unlimited. Option C two. Option D one
14:57per business service.
15:02The correct answer is option A one. The
15:05system is designed to use a single
15:07primary outbound email account for
15:08sending communications to customers.
15:11Question 31. Which of the following are
15:14features of customer service management?
15:16Option A, service entitlements and
15:18real-time service level agreements and
15:19service contracts and skills-based
15:21routing. Option B, demand management and
15:23prospecting. Option C, timed audits and
15:26manual routing. Option D, hardware
15:28disposal and procurement.
15:33The correct answer is option A. Service
15:35entitlements and real-time service level
15:37agreements and service contracts and
15:39skills-based routing. Core features
15:41include tracking what a customer is
15:43entitled to and managing contracts and
15:45ensuring work goes to the right skilled
15:46agent.
15:48Question 32. What are the three forum
15:50user types available in communities?
15:52Option A, registered and public and
15:54custom. Option B, admin and user and
15:56guest. Option C, active and inactive and
15:58pending. Option D internal and external
16:00and partner.
16:05The correct answer is option A
16:06registered and public and custom
16:09communities categorizes users as public
16:11for guests or registered for members or
16:13custom for specific roles.
16:15Question 33, which is true regarding the
16:18community portal application? Option A,
16:20it is only for customer service
16:22management license holders? Option B, it
16:24is available to any customer with a
16:26community license and most configuration
16:28does not require an admin. Option C, it
16:30is active by default on all instances.
16:32Option D, it requires a separate
16:34hardware installation.
16:39The correct answer is option B. It is
16:41available to any customer with a
16:43community license and most configuration
16:45does not require an admin. The community
16:47application is flexible and allows
16:49non-administrators to manage much of the
16:51community content and setup.
16:54Question 34. True or false? If only one
16:57user reports content for moderation, the
16:59content will be hidden automatically.
17:01Option A, true. Option B, false.
17:06The correct answer is option B, false.
17:09Content typically remains visible until
17:11a moderator reviews the report or a
17:13specific threshold of reports is
17:15reached.
17:16Question 35. What are the two available
17:18case types in the system? Option A,
17:21product support and support. Option B,
17:23order and product. Option C, standard
17:25and emergency. Option D, internal and
17:27external.
17:31The correct answer is option B, order
17:33and product. The system distinguishes
17:36between cases related to product issues
17:38and those related to orders.
17:41Question 36. What is required to enable
17:43the follow the sun field on the case
17:45form? Option A, nothing. It is standard.
17:47Option B, the value property must be set
17:49to true and the field must be added to
17:51the form. Option C, the time recording
17:53plug-in must be activated. Option D, the
17:56agent must be in a specific time zone.
18:01The correct answer is option B. The
18:03value property must be set to true and
18:05the field must be added to the form.
18:07Enabling follow the sun requires an
18:09administrative configuration of the form
18:11property and adding the field to the
18:13user interface.
18:15Question 37. In the customer service
18:17management space, what does the term
18:19asset management mean? Option A,
18:21financial and inventory information for
18:23internal servers. Option B, a set of
18:25activities to track internal laptops.
18:27Option C, tracking products or services
18:29that customers are using. Option D, a
18:32database of all employee names.
18:37The correct answer is option C, tracking
18:39products or services that customers are
18:41using. Asset management in this context
18:44is focused on the specific items or
18:46services that have been sold to and are
18:47used by the customer.
18:50Question 38. Which of the following
18:52roles cannot update a consumer record?
18:54Option A, customer service agent. Option
18:56B, customer service manager. Option C,
18:59consumer agent. Option D, system
19:01administrator.
19:05The correct answer is option A, customer
19:07service agent. While agents can view
19:10records, the ability to update consumer
19:12information is restricted to specific
19:14manager or consumer agent roles.
19:17Question 39. Which capability does major
19:19issue management used to communicate
19:21with customers? Option A, governance,
19:23risk, and control. Option B, targeted
19:25communications. Option C, asset
19:27management. Option D, record producers.
19:33The correct answer is option B, targeted
19:36communications.
19:37Targeted communications allows managers
19:39to send specific updates and
19:41publications to a large group of
19:42affected customers during a major issue.
19:46Question 40. What is required to
19:48synchronize fields from a parent case to
19:49child cases? Option A, a separate
19:52advanced plug-in must be activated.
19:54Option B, major issue management must be
19:56installed and certain properties
19:57enabled. Option C, no action is required
20:00as it is standard. Option D, the case
20:02manager role must be assigned.
20:07The correct answer is option B. Major
20:10issue management must be installed and
20:11certain properties enabled. Field
20:14synchronization is a feature of the
20:15major issue management application and
20:17must be explicitly configured.
20:20Question 41. Which functions can be
20:22completed on a field service mobile
20:24device while offline? Option A, manage
20:26requests and cases? Option B, execute
20:28assigned tasks and close work orders and
20:30manage assets. Option C, create new
20:33users and groups. Option D, update
20:35global system properties.
20:40The correct answer is option B. Execute
20:42assigned tasks and close work orders and
20:44manage assets. Field agents can continue
20:47their core work of finishing tasks and
20:49managing the assets they are working on
20:51without an internet connection.
20:53Question 42. Information in the case
20:55field named contact is copied to which
20:57field when an incident is created?
20:59Option A, contact. Option B, user.
21:02Option C, customer. Option D, caller.
21:08The correct answer is option D, caller.
21:11When an incident is generated from a
21:12case, the system maps the primary
21:14contact to the caller field on the
21:15incident form.
21:17Question 43. How many active open frame
21:20configurations can you have on a single
21:22instance? Option A two. Option B
21:24unlimited. Option C one. Option D three.
21:31The correct answer is option B.
21:33Unlimited. Administrators can create as
21:36many open frame configurations as needed
21:38to support different groups or
21:39communication requirements.
21:42Question 44. Which application record
21:44data is commonly imported during a
21:46customer service management data
21:47migration? Option A, knowledge articles
21:50and accounts? Option B, chat logs and
21:52history? Option C, server performance
21:54metrics. Option D, employee payroll
21:56data.
22:00The correct answer is option B. Chat
22:02logs and history. Migrating existing
22:05knowledge and customer account
22:06information is a standard part of
22:08setting up a new system.
22:10Question 45. Which are the key
22:12self-service functions of the customer
22:14support portal? Option A, community and
22:16knowledge base and service catalog.
22:18Option B, hardware requests and employee
22:20on boarding. Option C, financial
22:22reporting and payroll. Option D,
22:24software development and coding.
22:29The correct answer is option A.
22:31Community and knowledge base and service
22:32catalog. The portal is designed to allow
22:35customers to help themselves through
22:37community discussions and articles and
22:39requesting services.
22:41Question 46. Which of the following are
22:43considered communication channels?
22:45Option A, contacts and articles. Option
22:47B, web and chat. Option C, servers and
22:50databases. Option D, roles and groups.
22:56The correct answer is option B. Web and
22:58chat. Web portals and live chat are two
23:01of the primary ways customers can reach
23:02out for support.
23:04Question 47. Out of the box, what action
23:07cannot be performed on the consumer
23:09support portal? Option A, viewing
23:10knowledge articles? Option B, live chat
23:13with an agent. Option C, consumer
23:15self-registration. Option D, open an
23:17incident.
23:21The correct answer is option D, open an
23:23incident. The consumer portal is focused
23:26on cases and knowledge while opening
23:28incidents is typically an internal
23:29process or handled via a case.
23:32Question 48. Which channels are provided
23:35by default on the customer support
23:36portal for interacting with customers?
23:38Option A, chat and email. Option B, web
23:41and social? Option C, phone and fax.
23:43Option D, letter and in person.
23:49The correct answer is option A, chat and
23:51email. Chat and email are the primary
23:53out- of-the-box channels for customer
23:55interaction on the portal.
23:57Question 49. True or false? The Service
24:00Now communities feature is only
24:01available for customers with customer
24:03service management licenses. Option A,
24:06true. Option B, false.
24:11The correct answer is option B, false.
24:14Communities can be licensed as a
24:15standalone application and is not
24:17strictly tied to the customer service
24:19management suite.
24:21Question 50. Is a power outage call from
24:23a residential customer an example of
24:25business to business or business to
24:27consumer? Option A, business to
24:29business? Option B, business to
24:30consumer.
24:35The correct answer is option B, business
24:37to consumer. Calls from individual
24:39residents to a utility company represent
24:41a business to consumer relationship.
24:44Question 51. How can you prepare an
24:46instance for production if the demo data
24:48plug-in was installed? Option A, zip the
24:51instance. Option B, remove demo data via
24:53a support request or clone from a valid
24:55instance. Option C, disable the case
24:58interceptor. Option D, manually delete
25:00every record.
25:04The correct answer is option B, remove
25:06demo data via a support request or clone
25:08from a valid instance. Demo data should
25:11be removed by Service Now support or by
25:13overwriting the instance with a clean
25:15clone before going live. Question 52.
25:18What criteria determines when a new
25:20inbound case should be opened? Option A,
25:22when a new customer is created. Option
25:24B, when a customer has a question or
25:26issue to resolve. Option C, when an
25:28internal problem occurs. Option D, when
25:31marketing material is sent.
25:36The correct answer is option B when a
25:38customer has a question or issue to
25:40resolve. A case is the record used to
25:42track the life cycle of a specific
25:44customer inquiry or problem from start
25:46to finish.
25:47Question 53. From a service provider
25:50perspective, is a cable modem model that
25:52they sell considered a product or an
25:53asset? Option A, product. Option B,
25:56asset.
26:00The correct answer is option A, product.
26:03A model or type of item that is offered
26:05for sale is a product while a specific
26:07unit in a customer's home is an asset.
26:10Question 54. True or false? Entitlements
26:13specify the level of service provided to
26:15customers. Option A true, option B
26:17false.
26:21The correct answer is option A true.
26:24Entitlements define exactly what support
26:26a customer is eligible for, such as
26:28total hours or number of cases.
26:31Question 55. True or false? Partner
26:34admin contacts have access to data for
26:36both their partner accounts and customer
26:37accounts. Option A, true. Option B,
26:40false.
26:44The correct answer is option A. True.
26:47Partner administrators have a broad view
26:48that covers their own organization and
26:50the customers they support.
26:53Question 56. Which of the following is a
26:55best practice for data imports? Option
26:57A, import to each instance separately
26:59and use automatic cleaning. Option B,
27:01ensure field lengths are adequate and
27:03upload images separately. Option C,
27:05allow the system to automatically adjust
27:07field lengths. Option D, import all
27:09historical data without reviewing it.
27:15The correct answer is option B. Ensure
27:17field lengths are adequate and upload
27:19images separately. Proper data
27:21preparation including checking field
27:23lengths and handling attachments like
27:24images is critical for a clean
27:26migration.
27:28Question 57. True or false? Cost
27:30information on cases is available as
27:32part of the performance analytics
27:34content pack for customer service.
27:36Option A, true. Option B, false.
27:42The correct answer is option B false.
27:44While performance analytics tracks many
27:46metric specific cost information on
27:48cases is not included in the standard
27:50content pack.
27:52Question 58. What is the purpose of the
27:54guided decisions capability? Option A,
27:57provide agents with an escalation guide.
27:59Option B, guide agents through account
28:01management. Option C, dynamically guide
28:03agents to help resolve complex cases.
28:05Option D, provide agents with a
28:07knowledge guide.
28:11The correct answer is option C.
28:13Dynamically guide agents to help resolve
28:15complex cases. Guided decisions uses
28:18decision trees to help agents navigate
28:20through complex troubleshooting steps.
28:23Question 59. Which feature enables you
28:25to quickly identify high priority tasks
28:27based on multiple dimensions? Option A,
28:30case performance. Option B, case
28:32analytics. Option C, case digest. Option
28:35D, case spotlight.
28:39The correct answer is option D. Case
28:41spotlight. Spotlight uses weighted
28:44criteria to highlight the most important
28:46work regardless of a single field-like
28:47priority.
28:49Question 60 during which now create
28:51stage or implementation workshops
28:53conducted. Option A execute. Option B
28:56initiate. Option C deliver. Option D
28:58plan.
29:02The correct answer is option D plan.
29:05Workshops are a key part of the planning
29:07phase where requirements and processes
29:09are defined.
29:11Question 61. Which application enables
29:13customers to check in online for future
29:15appointments? Option A, business
29:17location. Option B, walk up experience.
29:20Option C, field service management.
29:22Option D, service organization.
29:27The correct answer is option B, walk up
29:29experience. The walk up experience
29:32application allows for modern
29:33appointment scheduling and queue
29:35management.
29:36Question 62. Which factors help
29:38determine the type of customer support
29:40desk structure required? Option A, the
29:43number of portals used? Option B,
29:44knowledge and skills of agents and
29:46geography and languages and number of
29:48agents. Option C, the physical size of
29:50the office. Option D, the brand of
29:52laptops used by agents.
29:57The correct answer is option B.
29:59Knowledge and skills of agents and
30:01geography and languages and number of
30:03agents. Deciding on a support structure
30:06depends on where customers are located
30:07and what languages they speak and the
30:09technical skills available.
30:11Question 63. What is the default value
30:14in the channel field when a case is
30:15opened via the service catalog on the
30:17portal? Option A, web, option B,
30:19catalog, option C, portal, option D,
30:22virtual agent.
30:26The correct answer is option A. Web
30:29cases submitted through the web portal
30:31are automatically categorized with the
30:33web channel value.
30:35Question 64. When activating demo data,
30:37which case type is available besides the
30:39product case? Option A, contract. Option
30:42B, FAQ. Option C, order. Option D,
30:45monitoring.
30:49The correct answer is option C order.
30:52The demo data includes examples of order
30:54cases to show how different case types
30:56can be handled.
30:58Question 65. What is the purpose of the
31:00deactivate special handling note
31:02scheduled job? Option A, deactivates all
31:04notes every 30 days. Option B runs daily
31:07at midnight and expires notes that have
31:08reached their end date. Option C deletes
31:11all notes with no expiration date.
31:13Option D runs only on demand by the
31:15administrator.
31:19The correct answer is option B. Runs
31:21daily at midnight and expires notes that
31:23have reached their end date. The system
31:25automatically cleans up expired notes
31:27daily to ensure agents only see relevant
31:29and current information.
31:32Question 66. What does the agent whisper
31:34function do? Option A allows agents to
31:37talk to customers without the supervisor
31:38knowing. Option B lets agents and chat
31:41supervisors have a conversation without
31:43the requester knowing. Option C allows
31:45customers to talk to each other. Option
31:47D, he needs the agents microphone.
31:52The correct answer is option B. Lets
31:54agents and chat supervisors have a
31:56conversation without the requesttor
31:58knowing. Whisper allows a supervisor to
32:00coach an agent during a live chat
32:02session without the customer seeing the
32:03messages.
32:05Question 67. Upon self-registration
32:08through the consumer service portal,
32:09where is a record created? Option A,
32:11consumer user and consumer tables.
32:14Option B, contact and account tables.
32:16Option C, user and group tables. Option
32:18D, task and case tables.
32:23The correct answer is option A, consumer
32:26user and consumer tables. The system
32:28creates a record for the individual
32:30consumer and a corresponding user record
32:32for login purposes.
32:34Question 68, who can create a customer
32:37service case from a community
32:38discussion? Option A, the customer who
32:40asked the question? Option B, customer
32:42service agents and proxy case creators.
32:45Option C, any public guest user. Option
32:47D, only the system administrator.
32:53The correct answer is option B, customer
32:55service agents and proxy case creators.
32:58Authorized employees can turn a
33:00community thread into a formal case if
33:02it requires professional support.
33:04Question 69. What are the different
33:06types of criteria available for the
33:08assignment workbench? Option A,
33:10correlation and history. Option B
33:12availability and scripted and simple
33:14match and aggregate. Option C password
33:16and username. Option D location and
33:18department.
33:22The correct answer is option B
33:24availability in scripted and simple
33:26match and aggregate. The workbench uses
33:29these criteria to rank agents and
33:30suggest the best person for a specific
33:32task.
33:34Question 70. Which of the following are
33:36valid asset classes in the platform?
33:38Option A. hardware and facility and
33:40software licenses and enterprise
33:42software and consumables. Option B
33:44network and security in desktop and
33:46server. Option C internal and external
33:48and partner. Option D active and
33:50inactive and pending.
33:55The correct answer is option A hardware
33:57and facility and software licenses and
33:59enterprise software and consumables. The
34:02platform categorizes assets into these
34:04groups to provide specific functionality
34:06for different types of items.
34:08Question 71, how does the customer
34:10service management application use the
34:12asset table? Option A, it uses a
34:15completely separate table from the rest
34:16of the platform. Option B, it uses the
34:19same table as information technology
34:20service management but with a different
34:22subset of fields. Option C, it uses the
34:25product table instead. Option D, it does
34:27not use assets at all.
34:32The correct answer is option B. It uses
34:34the same table as information technology
34:36service management but with a different
34:38subset of fields. Service Now leverages
34:41a single asset table across the platform
34:43but tailored views and fields are used
34:44for customer service.
34:47Question 72. What is the chronological
34:49order of states for a case that requires
34:51more information before being resolved?
34:53Option A, new to open to awaiting
34:55information to open to resolve to
34:57closed. Option B, new to resolved to
34:59closed. Option C, open to pending to
35:01closed. Option D, new to work in
35:03progress to closed.
35:08The correct answer is option A, new to
35:10open to awaiting information to open to
35:12resolved to closed. A typical case life
35:15cycle moves from new to open and may
35:16pause for information before being
35:18resolved and finally closed.
35:21Question 73. Which of the following are
35:23matching criteria for customer service?
35:25Option A, matching skills and last
35:27assigned and assigned cases and
35:28availability today. Option B, favorite
35:31color and age. Option C, height and
35:33weight. Option D, department and
35:34manager.
35:39The correct answer is option A, matching
35:41skills and last assigned and assigned
35:42cases and availability today. The system
35:45looks at an agents skills and their
35:47current workload and when they last took
35:48a case to make assignment decisions.
35:51Question 74. What is a supported
35:54external customer that in turn sells to
35:55and supports one or more customers?
35:57Option A, partner. Option B, account,
36:00option C, contact. Option D, consumer.
36:06The correct answer is option A, partner.
36:09A partner is an organization that acts
36:11as an intermediary between the service
36:13provider and the end customers.
36:16Question 75. What is a benefit of using
36:18predictive intelligence customer service
36:20trending topics? Option A eliminates the
36:22need for analytics. Option B
36:24autogenerates clusters of cases that
36:26point to similar underlying issues.
36:28Option C creates root cause solutions
36:30automatically. Option D guarantees a
36:33reduction in call volume.
36:38The correct answer is option B.
36:39Autogenerates clusters of cases that
36:41point to similar underlying issues.
36:44Trending topics group similar cases
36:46together so managers can identify
36:48emerging problems before they escalate.
36:51Question 76. Which Service Now
36:53applications can be integrated out of
36:55the box with customer service
36:56management? Option A, Service portfolio
36:59management and project management and
37:00event management. Option B, human
37:02resources and legal and finance. Option
37:05C, payroll and marketing. Option D,
37:07discovery and orchestration.
37:12The correct answer is option A, service
37:14portfolio management and project
37:16management and event management.
37:18Customer service management is designed
37:20to work seamlessly with project and
37:22service and event management tools.
37:25Question 77. Which of the following are
37:27benefits that may be gained from using
37:29communities? Option A, reduce support
37:31costs and engagement with customers and
37:33get product feedback. Option B, reduce
37:35the cost of office supplies. Option C,
37:37increase the speed of the internet.
37:39Option D, increase the number of
37:41internal meetings.
37:45The correct answer is option A. Reduce
37:47support costs and engagement with
37:49customers and get product feedback.
37:51Communities drive self-service and
37:53customer engagement which helps lower
37:55traditional support costs.
37:57Question 78. What is a case in the
38:00context of customer service management?
38:02Option A, an incident for internal
38:04employees. Option B, an individual
38:06record used to identify and resolve a
38:08question or issue for an external
38:10customer. Option C, a folder for storing
38:12paper documents. Option D, a type of
38:15automated workflow.
38:19The correct answer is option B, an
38:21individual record used to identify and
38:23resolve a question or issue for an
38:25external customer. A case is the central
38:28record for all interactions related to a
38:30specific customer request or problem.
38:33Question 79. External content
38:35integration requires that all external
38:37sources must be what? Option A,
38:39web-based. Option B, web configurable.
38:42Option C, web document authoring and
38:44versioning compliant. Option D, mobile
38:46optimized.
38:50The correct answer is option C, web
38:52document authoring and versioning
38:54compliant. Compliance with this standard
38:56allows Service Now to properly pull and
38:58display knowledge from external
39:00repositories.
39:02Question 80. What are the two types of
39:04account relationships that a system
39:05administrator can define? Option A,
39:07partner to account and account to
39:09account. Option B, customer to consumer.
39:11Option C, user to group. Option D,
39:13internal to external.
39:18The correct answer is option A, partner
39:20to account and account to account.
39:22Administrators can map out how different
39:24organizations relate to each other, such
39:26as a partner managing a specific
39:28account.
39:29Question 81, which knowledge records can
39:32be configured with user criteria? Option
39:34A, category only. Option B, knowledge
39:36base and article. Option C, knowledge
39:38base and category and article. Option D,
39:41article only.
39:45The correct answer is option B,
39:47knowledge base and article. User
39:49criteria is applied at the knowledge
39:51base level and can also be applied to
39:53individual articles for granular access.
39:56Question 82. When virtual agent is
39:59installed, what must be done to make
40:00natural language understanding
40:02available? Option A, choose a provider
40:04and enable the feature in virtual agent
40:06settings. Option B, restart the server.
40:08Option C, delete all existing chat
40:10topics. Option D, create a new user for
40:12the bot.
40:16The correct answer is option A, choose a
40:19provider and enable the feature in
40:20virtual agent settings. Administrators
40:23must select a service provider and
40:24toggle the understanding feature on for
40:26the bot to function.
40:28Question 83. When proactive customer
40:31service operations is implemented, which
40:33additional fields can be used for
40:34entitlements? Option A, contact and
40:36asset. Option B, configuration item and
40:39business service. Option C, install base
40:41item and sold product. Option D,
40:43location and department.
40:48The correct answer is option C, install
40:50base item and sold product. These fields
40:53allow for more precise tracking of
40:54support levels based on the specific
40:56products or items the customer has.
40:59Question 84. What is enabled when
41:01activating the enable access control of
41:03knowledge article system property?
41:05Option A allows access based on customer
41:08security. Option B allows access to
41:10articles related to products owned by a
41:12customer. Option C allows access to
41:14multi-product lines. Option D allows
41:16only administrators to see articles.
41:22The correct answer is option B allows
41:24access to articles related to products
41:26owned by a customer. This property
41:29restricts knowledge visibility so
41:30customers only see help content for the
41:32things they have actually bought.
41:35Question 85. Agent affinity enhances
41:37advanced work assignment by adding which
41:39affinity types? Option A, skill
41:41seniority. Option B, account team
41:43responsibility and historical and
41:45related task. Option C, product
41:47expertise and price. Option D, location
41:49and department.
41:54The correct answer is option B. Account
41:56team responsibility and historical and
41:58related task. Affinity ensures cases are
42:01routed to agents who have handled the
42:03account before or are part of the
42:04designated account team. Question 86. In
42:08agent workspace chat, what does the
42:09forward slash or quick action perform?
42:11Option A rejects an incoming chat.
42:14Option B roots the chat to another
42:15group. Option C uses response templates
42:18to insert text. Option D closes the chat
42:20session.
42:24The correct answer is option C. Uses
42:27response templates to insert text. Quick
42:29actions allow agents to rapidly insert
42:31pre-written responses into a live
42:33conversation.
42:35Question 87. What is a security benefit
42:38gained from using scoped applications?
42:40Option A prevents changes to tables
42:42without permission. Option B limits
42:44accessibility to other applications in
42:46the instance. Option C prevents all
42:48thirdparty integrations. Option D
42:50increases the number of update sets.
42:56The correct answer is option B. Limits
42:58accessibility to other applications in
43:00the instance. Scoping creates a
43:02protective boundary around an
43:04application to prevent it from
43:05interfering with or being accessed by
43:07unauthorized parts of the system.
43:10Question 88. What feature makes it
43:12unnecessary to create business logic for
43:14persona access to customer service
43:16management data? Option A, data
43:17policies. Option B, filtered lists.
43:20Option C, customer service management
43:22query rules. Option D, access types.
43:28The correct answer is option C, customer
43:30service management query rules. Query
43:33rules automatically filter records so
43:35users only see the data they are
43:36authorized to access based on their
43:38roles.
43:40Question 89. In advanced work
43:42assignment, what does the overflow
43:43assignment capability do? Option A.
43:45roots work to a different group when the
43:47current one is at capacity. Option B,
43:49deletes work items that are too old.
43:51Option C, sends an email to the manager.
43:53Option D, increases the priority of the
43:55case.
43:59The correct answer is option A, roots
44:02work to a different group when the
44:03current one is at capacity. Overflow
44:05ensures that customers do not wait if
44:07the primary support group is currently
44:09overwhelmed with work. Question 90.
44:12Which role must a customer obtain at a
44:14minimum to access a Service Now
44:16instance? Option A, external role.
44:18Option B, account contact role. Option
44:20C, customer role. Option D, case creator
44:23role.
44:27The correct answer is option A, external
44:29role. The external role is the
44:31foundational permission required for any
44:33user outside of the organization to log
44:35into the platform.
44:37Question 91. Which flow designer flow
44:40automatically closes resolved cases if a
44:42customer does not respond? Option A,
44:44close cases in resolved state. Option B,
44:46auto close resolved cases. Option C,
44:49resolve to close state. Option D, move
44:51resolved cases to closed.
44:56The correct answer is option B, autoc
44:58close resolved cases. The autoc close
45:00resolved cases flow handles the final
45:02closure of cases after a set period of
45:04inactivity from the customer.
45:07Question 92. What role can be assigned
45:09to employees who are not fulfillers but
45:11need to create cases on behalf of
45:13customers? Option A, consumer. Option B,
45:16customer. Option C, external. Option D,
45:18proxy contact.
45:23The correct answer is option D, proxy
45:25contact. The proxy contact role is for
45:28internal employees who assist customers
45:30by entering cases into the system for
45:32them. Question 93. What are the three
45:35main components of proactive customer
45:37service operations? Option A, proactive
45:40prevention and serviceaware CMDB. Option
45:42B, serviceaware install base and
45:44proactive case and service monitoring.
45:46Option C, marketing and sales and
45:48support. Option D, accounting and human
45:50resources and payroll.
45:55The correct answer is option B,
45:57Serviceaware install base and proactive
45:59case and service monitoring. This suite
46:01combines monitoring and install base
46:03data to identify and address customer
46:05issues before they even report them.
46:08Question 94. Which roles are considered
46:10external roles? Option A, consumer
46:13support agent and customer service
46:14agent. Option B, customer admin and
46:17partner admin. Option C, system
46:19administrator and developer. Option D,
46:21ITIL user and manager.
46:26The correct answer is option B, customer
46:28admin and partner admin. Customer and
46:31partner administrators are roles
46:33specifically intended for people who do
46:34not work for the service provider.
46:37Question 95, true or false. The default
46:40configuration automatically closes
46:42resolved cases after 10 days. Option A,
46:44true. Option B, false.
46:50The correct answer is option B, false.
46:52By default, the system does not
46:54automatically close cases unless the
46:56autoc close flow is specifically enabled
46:58and configured.
47:00Question 96. What do the blue circles in
47:02the case form timeline represent? Option
47:04A, triggered service level agreements.
47:07Option B, activity updates. Option C,
47:09customer comments. Option D, state
47:11changes.
47:15The correct answer is option D, state
47:18changes. The visual timeline uses blue
47:20circles to mark each point where the
47:22case transitioned from one state to
47:24another.
47:25Question 97. What are the different
47:27resource matching methods on the
47:29matching rule form? Option A, history
47:30and skill. Option B, scripted and
47:33advanced and simple and selection
47:34criteria. Option C, manual and
47:36automatic. Option D, random and
47:38sequential.
47:42The correct answer is option B, scripted
47:45and advanced and simple and selection
47:46criteria. These methods define the logic
47:49the system uses to pick the best agent
47:51for a task.
47:53Question 98. Which child case states
47:55would cause parent child synchronization
47:57to fail? Option A, in progress and
47:59awaiting information. Option B, resolved
48:01and closed and canceled. Option C, new
48:04and open. Option D, draft and pending.
48:10The correct answer is option B, resolved
48:12and closed and canled. If a child case
48:14is already resolved or closed or
48:16canceled, it will no longer receive
48:18automatic updates from the parent case.
48:21Question 99. What can external customers
48:23approve via the customer and consumer
48:25service portals? Option A, request
48:27records and escalations. Option B,
48:30change records and request records.
48:32Option C, problem records and
48:33escalations. Option D, problem records
48:36and incident records.
48:40The correct answer is option B, change
48:43records and request records. The portal
48:45allows customers to review and authorize
48:47change requests and service requests
48:49related to their support.
48:51Question 100. Which of the following are
48:54out-of-the-box playbooks for customer
48:55service management? Option A, services
48:57and products. Option B, on boarding and
49:00product support and complaints. Option
49:02C, billing and finance. Option D,
49:04internal IT and human resources.
49:09The correct answer is option B, on
49:11boarding and product support and
49:13complaints. Playbooks provide a guided
49:15workflow for common complex scenarios
49:17like onboarding a new customer or
49:19handling a complaint.
49:21Question 101. Based on which attributes
49:24can special handling notes be applied to
49:25cases? Option A, service contract and
49:28install base. Option B, product and
49:30account and contact. Option C, location
49:32and department. Option D, user role and
49:35group.
49:39The correct answer is option B, product
49:41and account and contact. Notes can be
49:43triggered to appear based on the
49:45specific product or account or
49:46individual contact involved in the case.
49:49Question 102, how does an agent report a
49:52knowledge gap if they cannot find a
49:54relevant article? Option A, document it
49:56in the worknotes. Option B, post a
49:58question in the community. Option C, use
50:00related links on the case form to report
50:02a knowledge gap. Option D, use the
50:04create knowledge button.
50:09The correct answer is option C. Use
50:11related links on the case form to report
50:12a knowledge gap. Reporting a gap
50:15notifies knowledge managers that a new
50:17article needs to be written to cover a
50:18specific topic.
50:20Question 103. What feature does the
50:23product model and catalog items
50:25relationship plug-in enable? Option A,
50:27automatic catalog suggestions for
50:29agents? Option B, tracking product
50:31purchases? Option C, a contextual
50:33service catalog based on subscribed
50:35services. Option D, financial tracking
50:37of services.
50:42The correct answer is option C. A
50:44contextual service catalog based on
50:46subscribed services. This plug-in
50:48ensures that customers only see the
50:50catalog items and services that are
50:52relevant to the products they have.
50:54Question 104. What happens to a case
50:57when the state of an associated incident
50:59or problem or change is updated? Option
51:01A, the case is automatically closed.
51:03Option B, the case work notes are
51:05updated automatically. Option C, the
51:08case is escalated to a manager. Option
51:10D, a special handling note is created.
51:16The correct answer is option B. The case
51:18work notes are updated automatically.
51:20The system ensures agents are kept
51:22informed by posting an automatic update
51:24to the case whenever the technical task
51:26changes.
51:28Question 105. What are the security
51:30benefits of application scoping? Option
51:32A limits access to other applications
51:34and acts as a container for records.
51:36Option B prevents versioning of
51:38applications. Option C limits the
51:40autonomy of the team. Option D allows
51:42anyone to change system tables.
51:48The correct answer is option A limits
51:50access to other applications and acts as
51:52a container for records. Scoping
51:54protects the integrity of the
51:56application by preventing unauthorized
51:58access from other parts of the platform.
52:01Question 106. How can multiple service
52:04cataloges be made available on the
52:05customer service portal? Option A, by
52:07adding them to the portal record list.
52:09Option B, by creating a new widget.
52:12Option C, by only using the default
52:14catalog. Option D, by creating user
52:16criteria for each.
52:21The correct answer is option A by adding
52:23them to the portal record list. The
52:25portal configuration allows
52:26administrators to select multiple
52:28cataloges to be displayed to users.
52:31Question 107. How many sequential
52:34project phases are there in the now
52:35create methodology? Option A three,
52:38option B five. Option C four, option D
52:41six.
52:45The correct answer is option B five. The
52:48methodology follows a five-phase
52:50structure to guide projects from
52:51initiation through to closure.
52:54Question 108. From which of the
52:56following can an agent create a customer
52:58service management case? Option A, human
53:00resource application. Option B, incident
53:03management. Option C, chat. Option D,
53:05special handling note.
53:10The correct answer is option C, chat.
53:13Chat is a primary channel that allows
53:15agents to quickly convert a conversation
53:17into a formal case.
53:19Question 109. What happens when a major
53:22case candidate is approved? Option A, it
53:24becomes a major case immediately. Option
53:26B, a new major case is created and the
53:28candidate becomes its child. Option C,
53:31the candidate is closed. Option D, it
53:33requires approval from the customer.
53:39The correct answer is option B, a new
53:41major case is created and the candidate
53:43becomes its child. Approving a candidate
53:45creates a master major case to manage
53:47the overall issue while the original
53:49case remains as a link to the customer.
53:52Question 110. What types of escalation
53:55templates can be created in the system?
53:57Option A, sold product and consumer.
53:59Option B, case and account. Option C,
54:01location and department. Option D, user
54:04and group.
54:08The correct answer is option B, case and
54:10account. Escalations are typically
54:12structured around either a specific case
54:14issue or an overall account
54:16relationship.
54:17Question 111. What is a recommended good
54:20practice when running implementation
54:22workshops? Option A, keep the customer
54:24uninformed. Option B, engage deeply with
54:27customers and guide them toward industry
54:28best practices. Option C, enforce the
54:31baseline process without listening.
54:33Option D, let the sales team handle all
54:35technical decisions.
54:40The correct answer is option B, engage
54:42deeply with customers and guide them
54:44toward industry best practices.
54:46Workshops should be collaborative
54:47sessions where the implementation team
54:49provides expert guidance based on best
54:51practices.
54:53Question 112. What is the specific type
54:56of catalog item that allows users to
54:58create task based records from the
54:59service catalog? Option A, request item.
55:02Option B, record producer. Option C,
55:04catalog processor. Option D, case
55:07template.
55:11The correct answer is option B, record
55:13producer. Record producers are the
55:15bridge that allows a user-friendly form
55:17to create a complex task like a case in
55:19the background.
55:21Question 113. Out of the box, which
55:24functionality handles the state
55:25transitioning for case management?
55:27Option A, workflows. Option B, state
55:29flows. Option C, business rules. Option
55:32D, flows.
55:36The correct answer is option B, state
55:38flows. State flows contain the logic
55:41that defines how a case moves from one
55:43status to another and what actions occur
55:45during that transition.
55:47Question 114. What is a benefit of
55:50customer access management? Option A, it
55:52increases the workload for agents.
55:54Option B, it improves the experience by
55:56allowing related parties to collaborate
55:58on cases. Option C, it decreases
56:01security. Option D, it defaults all
56:03responsibility to the system
56:04administrator.
56:09The correct answer is option B. It
56:11improves the experience by allowing
56:12related parties to collaborate on cases.
56:15Access management allows authorized
56:17people associated with a customer to see
56:19and help with cases which speeds up
56:21resolution.
56:22Question 115. What are the advantages of
56:25leading indicators over lagging
56:27indicators? Option A, they are hard to
56:29influence. Option B, they are
56:31perspective and easy to influence.
56:33Option C, they are retrospective. Option
56:35D, they are always more accurate.
56:41The correct answer is option B, they are
56:43perspective and easy to influence.
56:45Leading indicators look forward and
56:47provide data that managers can act on to
56:49change future outcomes.
56:51Question 116. Which role allows a user
56:54to create new contacts within an
56:56account? Option A, customer case
56:58manager. Option B, customer account
57:00manager. Option C, customer admin.
57:02Option D, customer.
57:07The correct answer is option C, customer
57:09admin. The customer admin role is a
57:12delegated permission that allows a
57:14customer to manage their own list of
57:15contacts.
57:17Question 117. What is knowledge article
57:20versioning? Option A, a content tracker.
57:22Option B, a publishing guide. Option C,
57:25the ability to manage and track article
57:27updates. Option D, a numbering guide.
57:33The correct answer is option C, the
57:35ability to manage and track article
57:37updates. Versioning allows knowledge
57:39managers to keep a history of changes
57:41and ensure that users are always seeing
57:43the most current information.
57:45Question 118. Which type of customer is
57:48supported with the business to consumer
57:50model? Option A, partners. Option B,
57:52individual people. Option C, accounts.
57:55Option D, other businesses.
58:00The correct answer is option B,
58:02individual people. Business to consumer
58:05focus is on supporting individual people
58:07rather than entire companies.
58:10Question 119. How many outgoing email
58:12addresses are supported when configuring
58:14email and communication channels? Option
58:16A 1. Option B two, option C three,
58:20option D unlimited.
58:25The correct answer is option A 1. The
58:28standard configuration uses a single
58:30outbound address to maintain a
58:31consistent brand identity for customer
58:33communications.
58:35Question 120. Which roles have
58:38permission to create a relationship
58:39between a contact and an account? Option
58:41A, customer service manager and system
58:43administrator? Option B, customer admin
58:46and partner admin? Option C, agent and
58:48case viewer. Option D, external and
58:50consumer.
58:54The correct answer is option A. Customer
58:57service manager and system administrator
58:59managing the core structure of accounts
59:01and contacts is restricted to highle
59:03administrative and management roles.
59:06Question 121. In customer service
59:09management, what defines asset
59:10management? Option A, developing and
59:12disposing of internal hardware. Option
59:14B, tracking and reporting on the
59:16ownership of internal items. Option C,
59:19tracking specific products or services
59:20that customers are using. Option D, a
59:23generic activity for tracking employee
59:25badges.
59:29The correct answer is option C, tracking
59:31specific products or services that
59:33customers are using. Asset management in
59:36this context is purely about the items
59:37or services that have been deployed to
59:39the customer.
59:41Question 122, what is knowledge centered
59:44services? Option A, a bunch of tables
59:46for articles. Option B, a methodology
59:49and set of best practices for creating
59:51and maintaining knowledge. Option C, a
59:53dashboard for visualization. Option D,
59:56an application for creating cases.
1:00:01The correct answer is option B, a
1:00:03methodology and set of best practices
1:00:05for creating and maintaining knowledge.
1:00:08Knowledge centered services is a
1:00:09globally recognized process for
1:00:11integrating knowledge creation into the
1:00:13support workflow.
1:00:15Question 123. When creating or importing
1:00:18assets for customer service management,
1:00:20what are model categories used for?
1:00:22Option A, to group assets and define the
1:00:24link between asset classes and
1:00:25configuration item classes. Option B to
1:00:28build marketing portfolios. Option C to
1:00:31track employee performance. Option D to
1:00:33manage office furniture.
1:00:38The correct answer is option A to group
1:00:40assets and define the link between asset
1:00:42classes and configuration item classes.
1:00:45Model categories provide the technical
1:00:47bridge that ensures when an asset is
1:00:49created, the corresponding technical
1:00:50record is also managed.
1:00:53Question 124. Viewing a customer install
1:00:56base in the workspace enables agents to
1:00:58do what? Option A, close yipsel and see
1:01:01detailed configurations of deployed
1:01:02products. Option B, delete old customer
1:01:05data. Option C, change the customer's
1:01:07password. Option D, manage internal
1:01:09company payroll.
1:01:14The correct answer is option A. Close in
1:01:16Yipell and see detailed configurations
1:01:18of deployed products. Install base
1:01:20visibility gives agents the context they
1:01:22need to understand exactly what the
1:01:24customer is using and how to help them.
1:01:27Question 125. What is a benefit of
1:01:30proactive customer service operations?
1:01:32Option A, increased inbound calls.
1:01:34Option B, reduced meanantime to resolve
1:01:36and reduced inbound calls. Option C,
1:01:38reduction in staff turnover. Option D,
1:01:41elimination of all support roles.
1:01:46The correct answer is option B, reduced
1:01:48meanantime to resolve and reduced
1:01:49inbound calls by identifying issues
1:01:52early. The system helps fix things
1:01:54faster and prevents customers from
1:01:56needing to call in the first place?
1:01:58Question 126, which features are
1:02:01included with the customer service
1:02:03portal? Option A, a header with links
1:02:05and search feature and links to
1:02:06knowledge and community. Option B,
1:02:08marketing promotions and coupons. Option
1:02:10C, ability to create new internal
1:02:12accounts. Option D, direct access to the
1:02:15server command line.
1:02:19The correct answer is option A, a header
1:02:21with links and search feature and links
1:02:23to knowledge and community. The portal
1:02:25is a comprehensive self-service hub that
1:02:27brings together search and knowledge and
1:02:29community support.
1:02:31Question 127. What does natural language
1:02:34understanding stand for? Option A,
1:02:36natural learning userability. Option B,
1:02:38natural language understanding. Option
1:02:40C, natural learning universal resource
1:02:43locator. Option D, natural language
1:02:45universal resource locator.
1:02:50The correct answer is option B, natural
1:02:52language understanding. Natural language
1:02:55understanding is the technology that
1:02:56allows the virtual agent to interpret
1:02:58human language.
1:03:00Question 128. True or false? Out of the
1:03:03box cases are not automatically closed
1:03:05by default. Option A true. Option B
1:03:08false.
1:03:12The correct answer is option A true.
1:03:15Automatic closure of cases is a feature
1:03:17that must be explicitly enabled and
1:03:19configured by an administrator.
1:03:22Question 129. When are changes to the
1:03:24platform considered a customization?
1:03:26Option A, when they are spread across
1:03:28all phases? Option B if they are not
1:03:30applied using the built-in tools on the
1:03:32now platform. Option C when they are for
1:03:34a custom app. Option D when there is a
1:03:37demand for them.
1:03:41The correct answer is option B if they
1:03:43are not applied using the built-in tools
1:03:44on the now platform. Customization
1:03:47typically refers to writing custom code
1:03:49or modifying the platform in ways that
1:03:51are outside of the standard
1:03:52configuration tools.
1:03:55Question 130. Which solution allows a
1:03:57breakdown dashboard to appear as a
1:03:59pop-up window on the case form? Option
1:04:01A, service analytics. Option B, inform
1:04:04analytics. Option C, case spotlight.
1:04:06Option D, customer service management
1:04:08prediction results.
1:04:13The correct answer is option B, inform
1:04:15analytics. Inform analytics provides
1:04:18real-time data visualizations directly
1:04:20within the context of the record an
1:04:22agent is viewing.
1:04:24Question 131. The case digest feature
1:04:27includes which two types of
1:04:28communication? Option A, life cycle
1:04:30reports and postmortems. Option B, case
1:04:32action summaries and postcase reviews.
1:04:35Option C, email logs and chat
1:04:36transcripts. Option D, system updates
1:04:39and backups.
1:04:43The correct answer is option B, case
1:04:45action summaries and postcase reviews.
1:04:48Digests provide structured summaries of
1:04:50the actions taken during a case and a
1:04:52final review after it is resolved.
1:04:54Question 132. By default, what can
1:04:57customers with the customer role see on
1:04:59the portal? Option A, internal system
1:05:01properties. Option B, assets and
1:05:03publications and products. Option C,
1:05:05employee salaries. Option D, every other
1:05:08customer's cases.
1:05:12The correct answer is option B, assets
1:05:15and publications and products. The
1:05:17customer role provides access to their
1:05:19own assets and any public or account
1:05:21specific publications and products.
1:05:24Question 133. Which feature allows an
1:05:27agent to copy reusable messages to forms
1:05:29for quick and consistent communication?
1:05:31Option A, quick messages. Option B,
1:05:34quick actions. Option C, response
1:05:36templates. Option D, templates.
1:05:41The correct answer is option C, response
1:05:44templates. Response templates help
1:05:46maintain a consistent brand voice and
1:05:48speed up the process of replying to
1:05:50common questions.
1:05:52Question 134. In the customer service
1:05:55management space, what defines the term
1:05:56asset? Option A, a physical internal
1:05:59server. Option B, a specific product
1:06:01instance supported for a customer.
1:06:03Option C, any company laptop. Option D,
1:06:06a resource for internal business
1:06:07services.
1:06:12The correct answer is option B, a
1:06:14specific product instance supported for
1:06:15a customer. An asset is the specific
1:06:18unit or instance of a product that has
1:06:20been assigned to or purchased by a
1:06:21customer.
1:06:23Question 135. Which capabilities does
1:06:26the integration with Microsoft Outlook
1:06:28offer? Option A, escalate cases and
1:06:30delete users. Option B, register an
1:06:32email sender as a contact and create
1:06:34cases using email content. Option C,
1:06:37change system passwords from Outlook.
1:06:39Option D, update the server hardware via
1:06:41email.
1:06:45The correct answer is option B. Register
1:06:47an email sender as a contact and create
1:06:49cases using email content. The Outlook
1:06:52addin allows agents to manage customer
1:06:54data and case creation without leaving
1:06:56their email client.
1:06:58Question 136. Which service cataloges
1:07:01are available out of the box in the
1:07:03customer portals? Option A, partner and
1:07:05product service? Option B, customer
1:07:07service and consumer service. Option C,
1:07:10technical and business service. Option
1:07:12D, internal and external service.
1:07:17The correct answer is option B, customer
1:07:19service and consumer service. These two
1:07:22cataloges are tailored for the specific
1:07:24needs of business customers and
1:07:25individual consumers.
1:07:28Question 137. Who does a partner admin
1:07:31contact have access to in terms of data?
1:07:33Option A, their customer account. Option
1:07:35B, their partner accounts. Option C,
1:07:38both partner and customer accounts.
1:07:40Option D, neither.
1:07:45The correct answer is option C. Both
1:07:47partner and customer accounts. Partner
1:07:49administrators have a wide reach that
1:07:51includes their own organization and the
1:07:53accounts they are authorized to support.
1:07:56Question 138. How does application
1:07:58scoping provide security benefits?
1:08:00Option A, it limits access to other
1:08:03applications and acts as a container for
1:08:04records. Option B, it prevents all
1:08:07versioning. Option C, it gives IT teams
1:08:09more work. Option D, it allows anyone to
1:08:12modify any table.
1:08:16The correct answer is option A, it
1:08:18limits access to other applications and
1:08:20acts as a container for records. Scoping
1:08:23ensures that customer service management
1:08:25data and logic are isolated and
1:08:27protected from other parts of the
1:08:28system.
1:08:30Question 139. Which step in advanced
1:08:32work assignment ensures work is
1:08:34allocated to the correct agent? Option
1:08:36A. set the agent experience. Option B,
1:08:39define assignment rules. Option C,
1:08:41define work item cues. Option D,
1:08:43configure service channels.
1:08:48The correct answer is option B, define
1:08:50assignment rules. Assignment rules
1:08:52contain the specific logic that
1:08:54evaluates agents and determines who
1:08:56should receive a work item.
1:08:58Question 140. What can a partner admin
1:09:01do that a regular partner cannot do in
1:09:03the portal? Option A, U assets. Option
1:09:05B, create and edit cases. Option C,
1:09:08resolve reported cases. Option D, create
1:09:10and update contacts for their partner
1:09:12accounts.
1:09:16The correct answer is option D, create
1:09:18and update contacts for their partner
1:09:20accounts. The administrator version of
1:09:22the partner role includes the permission
1:09:24to manage the people and contacts within
1:09:26their accounts.
1:09:28Question 141. What is a household entity
1:09:31in customer service management? Option
1:09:33A. a group of internal employees. Option
1:09:35B, a group of consumers who share a
1:09:37common address and use services
1:09:39together. Option C, a group of
1:09:41businesses in a shopping mall. Option D,
1:09:43a group of servers in a data center.
1:09:48The correct answer is option B, a group
1:09:51of consumers who share a common address
1:09:52and use services together. Households
1:09:55allow the system to group individual
1:09:57consumers who live together for more
1:09:58accurate service and billing.
1:10:01Question 142. Why should the
1:10:03implementation team deliver core
1:10:05functionality as quickly as possible?
1:10:07Option A to expand the technical reach.
1:10:09Option B to facilitate requirements
1:10:11gathering. Option C to complete complex
1:10:14code. Option D to realize near-term
1:10:16return on investment.
1:10:21The correct answer is option D to
1:10:23realize near-term return on investment.
1:10:25Fast delivery of core features helps the
1:10:27business see the value of the new system
1:10:29sooner.
1:10:30Question 143. Which out-of-the-box
1:10:33criteria can the assignment workbench
1:10:35use? Option A, assigned cases and
1:10:37availability today in matching skills.
1:10:40Option B, agent height and weight.
1:10:41Option C, number of coffee breaks taken.
1:10:44Option D, favorite operating system.
1:10:49The correct answer is option A, assigned
1:10:51cases and availability today and
1:10:53matching skills. These criteria help the
1:10:56workbench mathematically determine which
1:10:58agent is the best fit for a new task.
1:11:01Question 144, regarding account teams,
1:11:04what is the purpose of marking a role as
1:11:05unique? Option A, it becomes a child
1:11:08responsibility. Option B, it ensures
1:11:10there is a dedicated person for that
1:11:12role on an account. Option C, it becomes
1:11:14a parent responsibility. Option D, it
1:11:16prevents the role from being used on
1:11:18other accounts.
1:11:22The correct answer is option B. It
1:11:24ensures there is a dedicated person for
1:11:26that role on an account. Unique roles
1:11:28ensure that important positions like
1:11:30account manager are only held by one
1:11:32person at a time for each account.
1:11:35Question 145, which statement is correct
1:11:38regarding configuration items and
1:11:39assets? Option A, all assets are
1:11:42configuration items? Option B, assets
1:11:44are only for hardware? Option C, while
1:11:46the CMDB may track some assets as
1:11:48configuration items, not all assets are
1:11:50configuration items. Option D,
1:11:52configuration items are only for
1:11:54software.
1:11:58The correct answer is option C. While
1:12:00the CMDB may track some assets as
1:12:02configuration items, not all assets are
1:12:04configuration items. Assets represent
1:12:07financial and support items while
1:12:09configuration items are the technical
1:12:11records used for management in the CMDB.
1:12:14Question 146. How can agents use the
1:12:17contact local time field on a case form?
1:12:19Option A to see when the server will
1:12:21restart. Option B to identify if it is
1:12:24the right time to contact the customer.
1:12:26Option C to check the agents own local
1:12:28time. Option D to track how long the
1:12:30case has been open.
1:12:34The correct answer is option B to
1:12:36identify if it is the right time to
1:12:38contact the customer. This field helps
1:12:40agents be respectful of a customer's
1:12:42time zone when making phone calls or
1:12:44sending messages.
1:12:46Question 147, which roles can update a
1:12:49consumer record? Option A, consumer
1:12:52support agent and customer service
1:12:53manager. Option B, external user and
1:12:56guest. Option C, ITIL user and
1:12:58developer. Option D, only the system
1:13:00administrator.
1:13:05The correct answer is option A. Consumer
1:13:07support agent and customer service
1:13:08manager. These roles have the necessary
1:13:11permissions to manage and maintain
1:13:13accurate information for individual
1:13:14consumers.
1:13:16Question 148. Which feature enables
1:13:19agents to view records in the side panel
1:13:21without switching tabs? Option A,
1:13:23contextual search. Option B, agent
1:13:25assist. Option C, dynamic related
1:13:28records. Option D, record information.
1:13:33The correct answer is option C. Dynamic
1:13:36related records. Dynamic related records
1:13:39surface relevant information in the side
1:13:41panel to keep agents focused on their
1:13:42current workspace.
1:13:45Question 149. When using the autoc close
1:13:48flow, when is a reminder sent to a
1:13:49non-responsive customer? Option A, after
1:13:523 days. Option B, after 5 days. Option C
1:13:55after 1 day. Option D after 7 days.
1:14:02The correct answer is option B. After 5
1:14:04days, the system is configured to send a
1:14:07follow-up reminder after 5 days of
1:14:09waiting for a customer response.
1:14:11Question 150. Who is responsible for
1:14:14creating the unique registration code
1:14:16for each account for self-registration?
1:14:18Option A, customer service manager.
1:14:20Option B, system administrator. Option
1:14:22C, service organization administrator.
1:14:25Option D, customer admin.
1:14:30The correct answer is option B. System
1:14:32administrator. The system administrator
1:14:35must generate the initial code which is
1:14:37then used by customers to register
1:14:38themselves.
1:14:40Question 151. What role is required for
1:14:43an agent to create an incident record
1:14:45from a case? Option A, read role for
1:14:47incident. Option B, information
1:14:49technology infrastructure library role.
1:14:51Option C, Service Now internal role.
1:14:53Option D, customer service contributor
1:14:55role.
1:14:59The correct answer is option B.
1:15:01Information technology infrastructure
1:15:03library role. Because incidents are part
1:15:06of the IT service management suite,
1:15:07agents must have the ITIL role to create
1:15:09and manage them. Question 152. What does
1:15:14a red indicator dot mean in the action
1:15:15status column of a case list? Option A,
1:15:18the case is blocked by an approval or
1:15:20internally or by the customer. Option B,
1:15:22the case is high priority. Option C, the
1:15:25case has been deleted. Option D, the
1:15:27case is assigned to a manager.
1:15:32The correct answer is option A. The case
1:15:34is blocked by an approval or internally
1:15:36or by the customer. A red dot is a
1:15:38visual warning that the case cannot
1:15:40progress until a specific blocker is
1:15:42resolved.
1:15:44Question 153. Which statement is correct
1:15:46for parent and child case
1:15:48synchronization? Option A, only one
1:15:50child can be managed? Option B, the
1:15:52administrator can choose which fields to
1:15:54synchronize? Option C, synchronization
1:15:56only happens in the new state. Option D,
1:15:59it is always disabled by default.
1:16:04The correct answer is option B, the
1:16:06administrator can choose which fields to
1:16:08synchronize. Administrators have the
1:16:10flexibility to define exactly which data
1:16:13points should flow from a parent case to
1:16:14its children.
1:16:16Question 154. Where are details of
1:16:19social media conversations stored when
1:16:21the channel is set to social? Option A,
1:16:23social channels. Option B, social
1:16:25profiles. Option C, social logs. Option
1:16:28D, worknotes.
1:16:32The correct answer is option C, social
1:16:35logs. The social logs table captures the
1:16:38history of interactions occurring
1:16:39through integrated social media
1:16:40platforms.
1:16:42Question 155. What happens to a customer
1:16:46case once a related major case candidate
1:16:48is approved? Option A, it is deleted.
1:16:50Option B, it becomes a child case of the
1:16:52major case. Option C, it becomes the
1:16:55parent case. Option D, it is closed
1:16:57immediately.
1:17:01The correct answer is option B, it
1:17:03becomes a child case of the major case.
1:17:06The original customer case is linked as
1:17:08a child to the new major case so all
1:17:09affected customers can be managed
1:17:11together.
1:17:13Question 156. What are the two types of
1:17:16units used to measure entitlements?
1:17:18Option A, hours and case. Option B,
1:17:20contract and cost. Option C, days and
1:17:22assets. Option D, product and location.
1:17:28The correct answer is option A, hours
1:17:30and case. Entitlements are typically
1:17:33tracked as a bucket of hours or a
1:17:35specific number of total cases allowed.
1:17:38Question 157. How are Service Now out of
1:17:41the box customer service management
1:17:42applications packaged? Option A, update
1:17:45sets. Option B, store apps and plugins.
1:17:47Option C, private scopes. Option D,
1:17:50Excel spreadsheets.
1:17:55The correct answer is option B, store
1:17:57apps and plugins. Service Now uses a
1:17:59combination of plugins for core features
1:18:01and the Service Now store for more
1:18:03modular applications.
1:18:05Question 158. True or false? Product
1:18:08models can contain both physical and
1:18:10digital items in the same model. Option
1:18:12A, true. Option B, false.
1:18:18The correct answer is option A. True.
1:18:21The system is flexible enough to handle
1:18:23hardware and the software or services
1:18:24that run on it within a single model
1:18:26record.
1:18:28Question 159. In which workspace is the
1:18:31create contact for a consumer feature
1:18:33available? Option A, all workspaces?
1:18:35Option B, no workspaces. Option C, only
1:18:38in the customer service management
1:18:40configurable workspace. Option D, only
1:18:42in the agent workspace.
1:18:47The correct answer is option C. Only in
1:18:49the customer service management
1:18:51configurable workspace. The modern
1:18:53configurable workspace is the specific
1:18:55environment where this direct contact
1:18:57creation feature is enabled.
1:19:00Question 160. Where can secondary values
1:19:03be displayed in the customer service
1:19:04management configurable workspace
1:19:06header? Option A, only above the ribbon.
1:19:08Option B, in the contextual side panel
1:19:10instead of above the ribbon. Option C,
1:19:13they cannot be displayed at all. Option
1:19:15D, only on the mobile app.
1:19:20The correct answer is option B. In the
1:19:22contextual side panel instead of above
1:19:24the ribbon, the configurable workspace
1:19:26allows for a more flexible layout by
1:19:28moving secondary information to the side
1:19:30panel.
1:19:32Question 161. To which items can user
1:19:35criteria records be applied? Option A,
1:19:37category only. Option B, knowledge base
1:19:39and article. Option C, article only.
1:19:42Option D, knowledge base only.
1:19:47The correct answer is option B.
1:19:49Knowledge base and article user criteria
1:19:52provides access control at the broad
1:19:53knowledge base level and the granular
1:19:55individual article level.
1:19:58Question 162. What are the three main
1:20:00components of proactive customer service
1:20:02operations? Option A, service monitoring
1:20:05and service aware install base and
1:20:07proactive case. Option B, service
1:20:09reporting and prevention. Option C,
1:20:11strategic portfolio and risk. Option D,
1:20:14marketing and sales and HR.
1:20:19The correct answer is option A, service
1:20:21monitoring and service aware install
1:20:22base and proactive case. This feature
1:20:25set focuses on monitoring services and
1:20:27tracking what customers have to identify
1:20:29issues proactively.
1:20:31Question 163. What are the three out-
1:20:34of-the-box playbooks for customer
1:20:36service management? Option A, services
1:20:38and products and billing. Option B, on
1:20:40boarding and product support and
1:20:41complaints. Option C, accounts and
1:20:43internal and admin. Option D, HR and
1:20:46finance and legal.
1:20:50The correct answer is option B,
1:20:52onboarding and product support and
1:20:54complaints. These playbooks provide
1:20:56guided workflows for onboarding and
1:20:58support and managing customer
1:20:59complaints.
1:21:01Question 164. Which of the following
1:21:04allows for the installation of
1:21:05out-of-the-box applications? Option A,
1:21:07XML unloads. Option B, plugins and store
1:21:10apps. Option C, update sets. Option D,
1:21:13direct database entry.
1:21:18The correct answer is option B, plugins
1:21:20and store apps. New features and
1:21:22applications are brought into the system
1:21:24through the Service Now store or the
1:21:26standard plug-in manager.
1:21:28Question 165. Which of the following are
1:21:31matching criteria for case assignment?
1:21:33Option A, partner hours and distance and
1:21:35assigned cases. Option B, color and
1:21:37font. Option C, browser and device.
1:21:40Option D, department and level.
1:21:45The correct answer is option A, partner
1:21:47hours and distance and assigned cases.
1:21:50Matching rules can use geography and
1:21:51current agent workload to find the best
1:21:53person for a case.
1:21:55Question 166, what is the purpose of the
1:21:58sidebar feature in the configurable
1:22:00workspace? Option A, keeps case details
1:22:03visible. Option B, accesses response
1:22:05templates. Option C allows real-time
1:22:07collaboration with other agents or
1:22:09experts. Option D monitors customer
1:22:11chats.
1:22:15The correct answer is option C. Allows
1:22:18real-time collaboration with other
1:22:19agents or experts. Sidebar is a
1:22:22collaboration tool that lets agents chat
1:22:24with colleagues to help resolve cases
1:22:25faster.
1:22:27Question 167. What is the record
1:22:30producer specifically used for in the
1:22:32service catalog? Option A, creating a
1:22:34request item. Option B, creating a task
1:22:36based record like a case. Option C,
1:22:38processing a payment. Option D, editing
1:22:41a user profile.
1:22:45The correct answer is option B, creating
1:22:47a task based record like a case. Record
1:22:50producers allow end users to trigger the
1:22:52creation of tasks through a simplified
1:22:54and guided interface.
1:22:56Question 168. Which feature sends an
1:22:59email with relevant articles to a
1:23:01customer immediately after a case is
1:23:03created? Option A. Trending topics.
1:23:05Option B, autoresponder. Option C,
1:23:08proactive customer service operations.
1:23:10Option D, self-service analytics.
1:23:15The correct answer is option B,
1:23:17autoresponder.
1:23:19The autoresponder helps deflect cases by
1:23:21providing the customer with potential
1:23:23solutions before an agent even opens the
1:23:25case.
1:23:26Question 169, which features leverage
1:23:29matching rules for agent assignment?
1:23:31Option A, state flows? Option B,
1:23:33assignment workbench and assignment
1:23:35rules. Option C, workspaces. Option D,
1:23:38user profiles.
1:23:42The correct answer is option B,
1:23:44assignment workbench and assignment
1:23:46rules. Matching rules provide the logic
1:23:48that powers both manual assignment via
1:23:50the workbench and automated assignment
1:23:52rules.
1:23:54Question 170. What does major issue
1:23:56management use to identify other
1:23:58customers impacted by an issue? Option
1:24:00A, account lists. Option B, customer
1:24:03product lists. Option C, notify lists.
1:24:05Option D, recipient lists.
1:24:10The correct answer is option D,
1:24:12recipient lists. Recipient lists are
1:24:15used to target communications to all
1:24:17customers who are known to have the
1:24:18affected product or service.
1:24:21Question 171. True or false? Cases can
1:24:24be created automatically depending on
1:24:26which social channel is used. Option A,
1:24:28true. Option B, false.
1:24:33The correct answer is option A. True.
1:24:36The system can be configured to
1:24:38automatically generate cases from social
1:24:40media posts or direct messages.
1:24:43Question 172. Which separate action is
1:24:46required for request management when
1:24:48integrating with service management?
1:24:50Option A, activate the customer service
1:24:52with service management plug-in? Option
1:24:54B, activate the customer service with
1:24:56request management plugin. Option C,
1:24:58activate the case action status plugin.
1:25:00Option D, activate the base customer
1:25:02service plugin.
1:25:07The correct answer is option B, activate
1:25:09the customer service with request
1:25:11management plug-in. A specific
1:25:13integration plug-in is needed to bridge
1:25:15the gap between customer service cases
1:25:17and formal service requests.
1:25:19Question 173, what is the prefix used
1:25:22for new case tasks? Option A, some task.
1:25:25Option B, case task. Option C, staskque.
1:25:28Option D, task.
1:25:33The correct answer is option C,
1:25:35staskque. The system uses the task
1:25:37prefix to distinguish customer service
1:25:39tasks from other types of tasks in the
1:25:41platform.
1:25:43Question 174, when our child cases
1:25:46updated from the parent case. Option A,
1:25:48only when a UI button is clicked. Option
1:25:50B, by a weekly scheduled job. Option C,
1:25:53automatically upon any update to the
1:25:55parent. Option D, when the system
1:25:57restarts.
1:26:01The correct answer is option C.
1:26:03Automatically upon any update to the
1:26:05parent field synchronization ensures
1:26:07that any change to the parent case is
1:26:09immediately reflected across all related
1:26:11child cases.
1:26:13Question 175. Which features are
1:26:16specific to customer service management
1:26:18workspaces and not the platform user
1:26:20interface? Option A, special handling
1:26:22notes. Option B, look up and verify an
1:26:24agent assist. Option C, related search.
1:26:27Option D, state flows.
1:26:32The correct answer is option B, lookup
1:26:34and verify and agent assist. Workspaces
1:26:37provide specialized tools like lookup
1:26:39and verify that are optimized for high
1:26:41volume agent interaction.
1:26:43Question 176, what are the default
1:26:46search sources for agent assist? Option
1:26:48A, knowledge articles and service
1:26:50catalog and communities. Option B,
1:26:52consumer portal only. Option C, system
1:26:54logs and scripts. Option D, database
1:26:57tables.
1:27:01The correct answer is option A,
1:27:03knowledge articles and service catalog
1:27:05and communities. Agent assist is
1:27:07preconfigured to look for answers in the
1:27:09knowledge base and catalog and community
1:27:11discussions.
1:27:13Question 177. What two units are used to
1:27:16count entitlements? Option A, service
1:27:18level agreements and contracts. Option
1:27:20B, days and assets. Option C, cases and
1:27:23products. Option D, hours and cases.
1:27:29The correct answer is option D, hours
1:27:31and cases. Support eligibility is
1:27:34typically measured by the total time
1:27:35used or the number of individual support
1:27:37incidents.
1:27:39Question 178. What entities make up the
1:27:42serviceaware install base? Option A,
1:27:44installed products and installed base
1:27:46items and sold products. Option B,
1:27:48servers and laptops and monitors. Option
1:27:50C, users and groups and roles. Option D,
1:27:53knowledge articles and cases.
1:27:58The correct answer is option A,
1:28:00installed products and install base
1:28:01items and sold products. The install
1:28:04base is a hierarchy of the items and
1:28:06services that have been deployed to a
1:28:08specific customer.
1:28:10Question 179. What is the primary output
1:28:13from a requirements gathering workshop?
1:28:15Option A, project schedules. Option B,
1:28:17use cases. Option C, stories. Option D,
1:28:20personas.
1:28:25The correct answer is option C, stories.
1:28:28Workshops are designed to generate the
1:28:29specific user stories that will guide
1:28:31the development of the system.
1:28:33Question 180. What is a limitation
1:28:36regarding synchronization between a case
1:28:38and a work order? Option A, information
1:28:40changes on the case are not updated on
1:28:42the work order. Option B, updates only
1:28:44happen after approval. Option C, the
1:28:47company field is never filled. Option D,
1:28:49synchronization cannot be customized.
1:28:55The correct answer is option A,
1:28:56information changes on the case are not
1:28:58updated on the work order. Currently,
1:29:00the system does not push case updates to
1:29:02existing work orders, so agents must
1:29:04manage them separately.
1:29:07Question 181, which roles can propose a
1:29:10case as a major case candidate? Option
1:29:12A, proxy contact and case viewer? Option
1:29:14B, customer service manager and agent
1:29:16and major issue manager. Option C, only
1:29:19the system administrator. Option D, only
1:29:21the customer.
1:29:26The correct answer is option B, customer
1:29:28service manager and agent and major
1:29:29issue manager. These specialized support
1:29:32roles have the authority to flag a
1:29:34significant issue for broader
1:29:35management.
1:29:37Question 182. Which field is required in
1:29:40the resolution information tab to close
1:29:42a case? Option A, cause, option B, close
1:29:45date. Option C, resolution notes. Option
1:29:47D, closed by.
1:29:52The correct answer is option C,
1:29:54resolution notes. An agent must provide
1:29:56a description of how the issue was
1:29:58solved before the system allows the case
1:30:00to be closed.
1:30:02Question 183. How can access to a
1:30:05knowledge article be restricted based on
1:30:06products? Option A, by using knowledge
1:30:09product entitlements. Option B by using
1:30:11a data policy. Option C by using an
1:30:14access control list. Option D by using
1:30:16browser cookies.
1:30:21The correct answer is option A by using
1:30:23knowledge product entitlements.
1:30:25Product entitlements ensure that
1:30:27customers only see help content for
1:30:29products they have actually purchased.
1:30:32Question 184. What are the benefits of
1:30:34scoping an application? Option A.
1:30:36independent pace for teams and autonomy
1:30:38and protection of data and logic. Option
1:30:41B, slower development cycles. Option C
1:30:43allows everyone to change core tables.
1:30:45Option D eliminates the need for update
1:30:47sets.
1:30:52The correct answer is option A,
1:30:53independent pace for teams and autonomy
1:30:55and protection of data and logic.
1:30:58Scoping provides the team with a secure
1:30:59and independent environment to build and
1:31:01manage their application.
1:31:04Question 185. Why might an agent be
1:31:07unable to use the escalate account link?
1:31:09Option A, no approval flow or parent
1:31:11account inactive. Option B, not assigned
1:31:13the escalation request or role or an
1:31:15escalation is already open. Option C,
1:31:17the agent is not an administrator.
1:31:19Option D, the account is too new.
1:31:25The correct answer is option B, not
1:31:27assigned the escalation request role or
1:31:29an escalation is already open. The agent
1:31:32must have the correct role and the
1:31:33account cannot have an existing active
1:31:35escalation for the link to work.
1:31:38Question 186. Which job must be run to
1:31:41retrieve daily case data from previous
1:31:43months after installing performance
1:31:44analytics? Option A, customer service
1:31:47historic data collection? Option B,
1:31:49customer service initial data
1:31:50collection. Option C, customer service
1:31:53daily data collection. Option D,
1:31:55customer service case data collection.
1:32:00The correct answer is option A. Customer
1:32:02service historic data collection. The
1:32:05historic collection job scans past
1:32:07records to build the initial data set
1:32:08for analytics dashboards.
1:32:11Question 187. Which inbound email flows
1:32:14are available by default? Option A,
1:32:16create case for product? Option B,
1:32:19create case from email and update case
1:32:20using reply? Option C, update from
1:32:23forward only. Option D, delete case from
1:32:25email.
1:32:29The correct answer is option B. Create
1:32:31case from email and update case using
1:32:33reply. The system is preconfigured to
1:32:36handle new case creation and threaded
1:32:37replies via standard email integration.
1:32:41Question 188. What determines how an
1:32:43escalation request is processed? Option
1:32:46A, escalation rule. Option B, escalation
1:32:48template. Option C, escalation severity.
1:32:51Option D, escalation justification.
1:32:57The correct answer is option B.
1:32:58Escalation template. The template
1:33:01defines the workflow and the required
1:33:03approvals for different types of
1:33:04escalation.
1:33:06Question 189. What allows for the
1:33:08implementation of phases to meet goals
1:33:10and track progress? Option A,
1:33:12performance analytic spotlight. Option
1:33:14B, scheduled reporting. Option C,
1:33:16service level agreement tasks. Option D,
1:33:19continual improvement management.
1:33:24The correct answer is option D.
1:33:26Continual improvement management.
1:33:28Continual improvement management
1:33:30provides a structured way to manage and
1:33:32track the success of service
1:33:33improvements.
1:33:35Question 190. Which two roles are
1:33:37restricted from being assigned together
1:33:39for security? Option A, Service Now
1:33:41internal and service now external.
1:33:43Option B, internal and consumer agent?
1:33:45Option C, internal and agent. Option D,
1:33:48external and customer.
1:33:53The correct answer is option A. Service
1:33:55Now internal and service now external.
1:33:57For security reasons, a single user
1:33:59cannot have both internal employee
1:34:01permissions and external customer
1:34:02permissions.
1:34:04Question 191, what are special handling
1:34:07notes used for? Option A, for agents to
1:34:09write long articles. Option B, to bring
1:34:12important information about records to
1:34:14an agents attention. Option C, to track
1:34:16customer entitlements. Option D to find
1:34:19the time zone of a contact.
1:34:24The correct answer is option B to bring
1:34:26important information about records to
1:34:27an agents attention. Notes provide a
1:34:30popup or alert to ensure agents see
1:34:32critical information about an account or
1:34:34contact immediately?
1:34:36Question 192. Which features allow a
1:34:39manager to limit knowledge article
1:34:40access to a specific group? Option A,
1:34:43can read user criteria and cannot
1:34:45contribute user criteria? Option B,
1:34:47whitelisting all other groups. Option C,
1:34:49hiding the portal. Option D, changing
1:34:51the article font.
1:34:56The correct answer is option A, can read
1:34:58user criteria and cannot contribute user
1:35:00criteria. User criteria provides the
1:35:03fine-rain control needed to restrict who
1:35:05can see or edit knowledge content.
1:35:08Question 193. What does parent child
1:35:10synchronization allow for in case
1:35:12management? Option A, creating cases one
1:35:15by one. Option B, all child cases and
1:35:17their own children to be synchronized on
1:35:19all levels. Option C, separating child
1:35:21cases from parents. Option D, managing
1:35:24multiple children by only updating the
1:35:26parent.
1:35:30The correct answer is option D, managing
1:35:32multiple children by only updating the
1:35:34parent. Synchronization allows an agent
1:35:36to update a large group of related cases
1:35:38with a single action on the parent
1:35:40record.
1:35:42Question 194. Which predefined
1:35:44conversations are available for virtual
1:35:46agent? Option A, create contact. Option
1:35:49B, check case status and get help with
1:35:51an order? Option C, close case. Option
1:35:53D, manage servers.
1:35:58The correct answer is option B, check
1:36:00case status and get help with an order.
1:36:03The virtual agent comes with standard
1:36:04topics to help customers check their
1:36:06status or get assistance with purchases.
1:36:09Question 195. What is the state of a
1:36:12case after a customer rejects a proposed
1:36:14solution? Option A, in progress, option
1:36:17B, open, option C, new, option D,
1:36:20solution rejected.
1:36:24The correct answer is option B, open. If
1:36:28a customer is not satisfied with the
1:36:29solution, the case moves back to the
1:36:31open state for further work by the
1:36:33agent.
1:36:34Question 196. What is true regarding
1:36:37partners in the customer service
1:36:39management application? Option A,
1:36:41partners own every product. Option B, a
1:36:43partner does not own the relationship
1:36:45and instead helps sell and support on
1:36:47behalf of an organization. Option C,
1:36:49partners and third parties are
1:36:50identical. Option D, partners are only
1:36:52for internal use.
1:36:57The correct answer is option B. A
1:36:59partner does not own the relationship
1:37:00and instead helps sell and support on
1:37:02behalf of an organization. A partner is
1:37:05a collaborator that assists the primary
1:37:07organization in managing and supporting
1:37:09their customers.
1:37:11Question 197. Advanced work assignment
1:37:14routes work based on which four rules?
1:37:16Option A, experience. Option B, skills
1:37:18and availability and shifts and
1:37:20capacity. Option C, shifts. Option D,
1:37:23products.
1:37:27The correct answer is option B, skills
1:37:29and availability and shifts in capacity.
1:37:32The system evaluates an agents specific
1:37:34skills and their work schedule and
1:37:36current workload to assign tasks.
1:37:39Question 198. Activating the customer
1:37:42service management plug-in also
1:37:43activates what? Option A, only field
1:37:46service management. Option B, nothing
1:37:48else. Option C, only portal and case
1:37:50management. Option D, many other plugins
1:37:53at the same time.
1:37:57The correct answer is option D, many
1:37:59other plugins at the same time. The main
1:38:02plug-in is a large package that includes
1:38:04many supporting tools for cases and
1:38:05portals and communication.
1:38:08Question 199, where can a customer
1:38:11service agent create a case? Option A,
1:38:13only from the portal. Option B, account
1:38:15and customer service application and
1:38:17chat. Option C, incident records only.
1:38:20Option D, special handling notes.
1:38:25The correct answer is option B, account
1:38:27and customer service application and
1:38:29chat. Agents have multiple professional
1:38:31tools within the main interface to start
1:38:33a new customer case.
1:38:36Question 200. Which table must be
1:38:38extended when creating a new case type?
1:38:40Option A, case table. Option B, case
1:38:42task table. Option C, task table. Option
1:38:45D, case type table.
1:38:50The correct answer is option A, case
1:38:52table. Any custom case type must be
1:38:54built as an extension of the primary
1:38:56case table to inherit standard
1:38:58functionality.
1:39:00Question 201. What are the benefits of
1:39:02the conversation history feature? Option
1:39:04A, custom emojis. Option B, shorter
1:39:07calls and improved customer
1:39:08satisfaction. Option C, better language
1:39:10management. Option D, automatic payroll
1:39:13updates.
1:39:17The correct answer is option B, shorter
1:39:19calls and improved customer
1:39:20satisfaction. History allows agents to
1:39:23quickly understand past interactions,
1:39:25which leads to faster and more
1:39:26satisfying service.
1:39:29Question 202. What is the benefit of a
1:39:31phased release approach? Option A,
1:39:33synchronized schedules. Option B,
1:39:35delivery of core functionality quickly?
1:39:37Option C, more time for stories. Option
1:39:40D, multiple systems of record.
1:39:45The correct answer is option D, multiple
1:39:48systems of record. Releasing in phases
1:39:50allows the business to get value from
1:39:52the system early while still building
1:39:53more complex features.
1:39:56Question 203. Which personas can see
1:39:58work orders from their company hierarchy
1:40:00on the portal? Option A, partner admin
1:40:02and customer admin. Option B, regular
1:40:05users. Option C, guest users. Option D,
1:40:08only system administrators.
1:40:13The correct answer is option A, partner
1:40:15admin and customer admin. Administrative
1:40:18users on the portal have visibility into
1:40:20the technical field work being done for
1:40:22their entire organization.
1:40:24Question 204. What is the most efficient
1:40:27way to get cases to be closed
1:40:28automatically after a few days? Option
1:40:30A, set a global property. Option B,
1:40:33create a manual timer. Option C, create
1:40:35a custom job. Option D, activate the
1:40:38autoclo resolved cases flow.
1:40:43The correct answer is option D, activate
1:40:45the autoclose resolved cases flow. The
1:40:48built-in flow is the modern and
1:40:49supported way to handle the automatic
1:40:51closure of resolved cases.
1:40:54Question 205. Which roles can specify
1:40:56both skills and mandatory skills for
1:40:58cases and tasks? Option A, customer
1:41:01service manager and agent. Option B,
1:41:03customer administrator. Option C,
1:41:05partner. Option D, only the system
1:41:07administrator.
1:41:12The correct answer is option A, customer
1:41:14service manager and agent. Support
1:41:16managers and the agents doing the work
1:41:18have the authority to define what
1:41:19expertise is needed for a task.
1:41:22Question 206. How many accounts can a
1:41:25single contact be associated with?
1:41:27Option A one. Option B two. Option C
1:41:30three. Option D multiple.
1:41:36The correct answer is option A one. In
1:41:38the standard data model, a contact
1:41:40belongs to one primary account to ensure
1:41:42clear data relationships.
1:41:45Question 207. Which of the following
1:41:47roles can approve a self-registration
1:41:49request? Option A, customer service
1:41:51manager and system administrator and
1:41:53customer administrator. Option B,
1:41:55partner only. Option C, external role.
1:41:58Option D, guest user.
1:42:03The correct answer is option A, customer
1:42:05service manager and system administrator
1:42:07and customer administrator. A mix of
1:42:10internal managers and delegated customer
1:42:12admins can review and authorize new
1:42:13users.
1:42:15Question 208. What benefit is gained by
1:42:18integrating customer service with field
1:42:20service management? Option A, reduces
1:42:22agent workload. Option B, work orders
1:42:24can be created from a case and customers
1:42:26can see details. Option C, reduces
1:42:28monthly case volume. Option D, increases
1:42:31the speed of the internet.
1:42:36The correct answer is option B. Work
1:42:38orders can be created from a case and
1:42:40customers can see details. This
1:42:42integration allows for a seamless
1:42:44handoff between a digital support case
1:42:45and a physical repair or installation.
1:42:49Question 209. What is a decision tree in
1:42:51the context of guided decisions? Option
1:42:54A, a methodology for code. Option B, a
1:42:56checklist for teams. Option C, a
1:42:59multi-step process of questions and
1:43:00answers and guidance. Option D, a
1:43:03process to plant trees.
1:43:08The correct answer is option C. A
1:43:10multi-step process of questions and
1:43:11answers and guidance. Decision trees
1:43:14lead an agent through a logical sequence
1:43:16of questions to help them solve complex
1:43:18problems correctly.
1:43:20Question 210. What does a blue indicator
1:43:22dot mean in the action status column of
1:43:24a case list? Option A, needs attention.
1:43:27Option B, blocked internally. Option C,
1:43:29blocked externally. Option D, work in
1:43:31progress.
1:43:35The correct answer is option A. Needs
1:43:37attention. A blue dot signifies that
1:43:40there has been an update or change that
1:43:41requires the agent to take a look.
1:43:44Question 211. Which of the following are
1:43:47tasks performed by a customer service
1:43:49agent? Option A, assist customers and
1:43:51create cases and propose major cases and
1:43:53work on cases. Option B, approve
1:43:55payroll. Option C, manage system
1:43:57hardware. Option D, develop new
1:43:59applications.
1:44:04The correct answer is option A. Assist
1:44:06customers and create cases and propose
1:44:08major cases and work on cases. Agents
1:44:11are the primary workers who handle the
1:44:12day-to-day life cycle of customer
1:44:14inquiries and issues.
1:44:16Question 212. How does the Service Now
1:44:19add in for Microsoft Outlook affect
1:44:21customer experience? Option A, service
1:44:23costs go down. Option B, easier
1:44:25reporting on email. Option C, faster
1:44:27resolution of issues and response to
1:44:29inquiries. Option D, less wait time for
1:44:32phone calls.
1:44:36The correct answer is option C, faster
1:44:38resolution of issues and response to
1:44:40inquiries. By letting agents work
1:44:42directly within their email, the system
1:44:44helps them respond to customers much
1:44:46more quickly.
1:44:48Question 213. In the customer service
1:44:50management application, what is an
1:44:52interaction? Option A, a configuration
1:44:54item. Option B, a case record. Option C,
1:44:57a binding agreement. Option D, a request
1:45:00for assistance via chat or phone or walk
1:45:02up.
1:45:06The correct answer is option D, a
1:45:08request for assistance via chat or phone
1:45:10or walk up. An interaction is the
1:45:12initial point of contact before it is
1:45:14determined if a formal case or other
1:45:16record is needed.
1:45:18Question 214, which services does a user
1:45:21with the customer role have access to?
1:45:23Option A, can assign roles to others?
1:45:25Option B can research questions and
1:45:27create cases for their own account and
1:45:28view their assets. Option C can edit
1:45:31partner information. Option D can manage
1:45:33system backups.
1:45:38The correct answer is option B can
1:45:40research questions and create cases for
1:45:42their own account and view their assets.
1:45:44The customer role is tailored for
1:45:46individuals to manage their own support
1:45:47needs and see their owned items.
1:45:50Question 215. To which recipient types
1:45:53can targeted communications be sent?
1:45:55Option A, outsourced service providers.
1:45:57Option B, contacts and internal users.
1:46:00Option C, households. Option D,
1:46:02developers only.
1:46:06The correct answer is option B, contacts
1:46:09and internal users. Targeted
1:46:11communications are used to broadcast
1:46:13important information to both external
1:46:15customers and internal staff.
1:46:17Question 216. What does viewing a
1:46:20customer install base enable agents to
1:46:22do? Option A, see configurations of
1:46:24deployed products and trace information
1:46:26in a case. Option B, monitor internal
1:46:28office alerts. Option C, close and yell
1:46:31for unrelated items. Option D, manage
1:46:33internal payroll.
1:46:38The correct answer is option A. See
1:46:40configurations of deployed products and
1:46:42trace information in a case. Install
1:46:44base data gives agents the technical
1:46:46context needed to troubleshoot specific
1:46:48items owned by the customer.
1:46:51Question 217. Which step in advanced
1:46:54work assignment ensures work is
1:46:55allocated to the appropriate agent?
1:46:57Option A, set the agent experience.
1:46:59Option B, define assignment rules.
1:47:01Option C, define work item cues. Option
1:47:04D, configure service channels.
1:47:09The correct answer is option B, define
1:47:11assignment rules. Assignment rules act
1:47:14as the final decision maker for which
1:47:16agent receives an incoming work item.
1:47:19Question 218. What is the lowest level
1:47:21in the case type hierarchy called?
1:47:23Option A suble, option B, leaf level,
1:47:26option C, decision level, option D, base
1:47:28level.
1:47:32The correct answer is option B, leaf
1:47:34level. The leaf level is the most
1:47:37specific and granular type of case
1:47:38within a hierarchy.
1:47:40Question 219. Which roles are
1:47:43responsible for maintaining account team
1:47:45membership? Option A, customer admin.
1:47:47Option B, system administrator and
1:47:49customer service manager? Option C,
1:47:51customer case manager. Option D,
1:47:53external user.
1:47:58The correct answer is option B, system
1:48:00administrator and customer service
1:48:02manager. Highle administrators and
1:48:04support managers oversee who is assigned
1:48:06to each customer account team. Question
1:48:10220. What can a person with the customer
1:48:12role access on the portal by default?
1:48:14Option A, cases and assets and sold
1:48:16products. Option B, social profiles.
1:48:19Option C, related parties. Option D,
1:48:21internal system logs.
1:48:26The correct answer is option A, cases
1:48:28and assets and sold products. The
1:48:30default portal view for a customer is
1:48:32focused on their own cases and the
1:48:34products they currently use.
1:48:36Question 221. Which service now products
1:48:39can be integrated out of the box with
1:48:41customer service management? Option A,
1:48:43ITOM, event management and strategic
1:48:45portfolio management and financial
1:48:47management. Option B, risk and devops.
1:48:50Option C, marketing and sales. Option D,
1:48:52legal and HR.
1:48:57The correct answer is option A, ITOM,
1:48:59event management and strategic portfolio
1:49:01management and financial management. The
1:49:04platform is designed to connect customer
1:49:06service with operations and strategy and
1:49:08finance for a full business view.
1:49:11Question 222. What is the term for a
1:49:13formal agreement that provides a
1:49:15customer with an expectation of service
1:49:17within a time scale? Option A, service
1:49:19level agreement. Option B, service
1:49:21entitlement agreement. Option C,
1:49:23contractual service agreement. Option D,
1:49:25operational service agreement.
1:49:30The correct answer is option A. Service
1:49:33level agreement. A service level
1:49:35agreement is the formal commitment for
1:49:37how quickly and effectively support will
1:49:38be provided.
1:49:40Question 223. Which serviceaware install
1:49:43base entity defines configuration items
1:49:46accessible to customers? Option A,
1:49:48model. Option B, install base item.
1:49:50Option C, sold product. Option D, asset.
1:49:56The correct answer is option B. Install
1:49:58base item. Install base items are the
1:50:01specific records that link a customer to
1:50:03the technical configurations they are
1:50:05using.

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