EMT Practice Test

1. Question Content...

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Question1: What one of the following is optional when creating a Catalog workflow?

Question2: How many active OpenFrame configurations can you have on an instance?

Question3: What is the purpose of a Catalog Item variable?

Question4: What is required to synchronize fields from a parent to a child case(s)?

Question5: Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :

Question6: Special Handling Notes can apply to which one of the following based on specific attributes?

Question7: What module is used to create Case Record Producers?

Question8: How many active OpenFrame configurations can you have on an instance?

Question9: What role does the Engagement Manager play before the Workshop? (Choose two.)

Question10: Which of the following is a condition for matching rules?

Question11: Which of the following are best practice with regard to data imports? (Choose two.)

Question12: Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

Question13: In the Customer Service Management space, what does the term asset management mean?

Question14: In the Customer Service Management space, what does the term asset management mean?

Question15: Partner admin contacts have access to the data of both their partner accounts and customer accounts.

Question16: Match the business rule to its function in the Self-Service Portal.
Hot Area:

Question17: From what places in SN can an agent create a case? (Choose three.)

Question18: Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)

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

Question20: Partner admin contacts have access to the data of both their partner accounts and customer accounts.

Question21: What are the Forum User Types? (Choose three.)

Question22: Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

Question23: Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)

Question24: What should be part of the pre-engagement collateral?

Question25: Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can:
Options are :

Question26: Partner admin contacts have access to the data of both their partner accounts and customer accounts.

Question27: Major Issue Management uses which one of the following capabilities?

Question28: True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
Options are :

Question29: What do blue circles in the timeline of a case form represent?

Question30: If the CSM Demo Data Plugin has been installed what are two options either of which will prepare that instance to be used as part of the release path to production? (Choose two.)

Question31: Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

Question32: What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?

Question33: Major Issue Management uses which one of the following capabilities?

Question34: Access to a Knowledge base or Article can be restricted based on a customer's assets and the product models using which of the following? (Choose two.)

Question35: Agents and managers cannot create knowledge articles from Community questions.

Question36: Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

Question37: Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)

Question38: Which one is NOT a dependency for the Customer Service Plugin?

Question39: Special Handling Notes can apply to which one of the following based on specific attributes?

Question40: What is required to synchronize fields from a parent to a child case(s)?

Question41: From what places in SN can an agent create a case? (Choose three.)

Question42: Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

Question43: From a service provider's perspective, is the following a product or an asset?
A cable modem model that the service provider sells.

Question44: What one of the following is optional when creating a Catalog workflow?