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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q42-Q47):

NEW QUESTION # 42
What is required to synchronize fields from a parent to a child case(s)?

A. No action required, this is a standard Customer Service Management feature
B. Major Issue Management needs to be installed and certain properties enabled
C. The role of sn_customerservice.customer_case_manager must be assigned
D. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated

Answer: B

NEW QUESTION # 43
Which knowledge records can be configured with User Criteria?

A. Knowledge Base
B. Knowledge Base and Article
C. Knowledge Base, Category and Article
D. Knowledge Base and Category

Answer: B

NEW QUESTION # 44
Which of the following options can a survey administrator define on an individual survey? (Choose two.)

A. Number of survey reminder notifications
B. The ability for end users to decline survey assignments
C. Trigger conditions Most Voted
D. Anonymize responses

Answer: C,D

NEW QUESTION # 45
Which of the following is a condition for matching rules?

A. Assignment
B. Switching
C. Specific case attributes
D. Agent domain

Answer: C

NEW QUESTION # 46
When the virtual agent plugin is installed NLU is activated but is not available for use until what two configurations are completed?
Choose 2 answers

A. In the NLU Settings configure the Intent confidence threshold
B. Choose the NLU service provider
C. In the NLU Settings configure the Entity confidence threshold
D. Enable NLU in Virtual Agent

Answer: B,D

NEW QUESTION # 47
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