In the Customer Service Management space, what does the term asset management mean?

A. Financial, contractual and inventory information of assets

B. A set of business activities and processes used to track assets

C. Tables in the Asset application

D. Tracking products or services customers are using

An Account Relationship is based on a defined account relationship hype. Users with the System Administrator role can define two types of relationships: (Choose two.)

A. Partner-to-customer

B. Account-to-customer

C. Account-to-account

D. Customer-to-Consumer

E. Partner-to-account

In Agent Workspace Chat, Agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?

A. Rejects an incoming chat and moves it automatically to the "General" queue

B. Routes the chat towards another group

C. Uses response templates to insert as text in a conversation

D. Rolls up the current chat history towards an existing case

Which of the following child case states would cause parent - child case synchronization to fail? (Choose three.)

A. Resolved

B. In Progress

C. Awaiting Info

D. New

E. Closed

F. Cancelled

What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?

A. The case escalates to an assignment group as defined in the default escalation template

B. The case work notes are updated automatically

C. The case action status changes to Related Task Updated

D. The case displays a special handling note highlighting the update

Now Create provides a prescriptive methodology, leading practices, and accelerators to help with ServiceNow implementations and upgrades. How many sequential project phases and exit gates are there in the Now Create Methodology?

A. Three

B. Five

C. Four

D. Six

Service providers use business models to support their various customers. What type of customer is supported with the Business-to-Consumer (B2C) model?

A. Individuals

B. Partners

C. Contacts

D. Accounts

From a security perspective, scoping brings several benefits: (Choose two.)

A. Improves instance security by limiting accessibility to other applications on the instance

B. Provides CSM teams the autonomy and control needed to configure and manage the CSM application, but not the CSM Service Portals

C. IT can manage and control the pace of the CSM teams because dependencies have been put in place

D. The scope holds the records and acts as a container for the desired Customer Service Management Applications

An account is a supported external customer and a contact is a user who is an employee of an account. How many accounts can a contact be associated with?

A. One

B. Two

C. Three

D. Multiple

Guided decisions is a decision authoring and execution capability that dynamically guides agents to resolve complex cases. Guided decisions consist of decision trees. What is a decision tree?

A. A step-by-step methodology for creating and solving different case types

B. A detailed check list for customer service teams

C. A multi-step process consisting of a series of questions answers, and guidance

D. A set of steps used to define a complex process