EMT Practice Test

1. Question Content...

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Question1: Which of the following roles cannot update a consumer's record?

Question2: Which social media channels are NOT available out-of-box?

Question3: Special Handling Notes can apply to which one of the following based on specific attributes?

Question4: Matching rules enhance assignment capability by ____________________.

Question5: What module is used to create Case Record Producers?

Question6: Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?

Question7: What role does the Engagement Manager play before the Workshop? (Choose two.)

Question8: What do blue circles in the timeline of a case form represent?

Question9: The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.

Question10: Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

Question11: What one of the following is optional when creating a Catalog workflow?

Question12: In the Customer Service Management space, what does the term asset management mean?

Question13: ACME corporation wants to use ServiceNow CSM for supporting their customers through Twitter. What CSM entity would you recommend ACME to store the customer's Twitter profile details?

Question14: Agents and managers cannot create knowledge articles from Community questions.

Question15: Which are the key self-service functions of the Customer Support Portal? (Choose three.)

Question16: What is required to enable the Follow the sun field on the Customer Service Case form?

Question17: Match the business rule to its function in the Self-Service Portal.
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Question18: Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)

Question19: Information about a customer's service contract is found in Knowledge.

Question20: What is the purpose of a Catalog Item variable?

Question21: Which of the following are true regarding the Community Portal application? (Choose two.)