EMT Practice Test

1. Question Content...

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Question1: What is the primary output from the Requirements Gathering workshop?

Question2: Entitlements are counted using two types of units:

Question3: What does NLU stand for?

Question4: For security purposes certain roles cannot be assigned to a group or individual at the same time. Which of me following two roles would be restricted?

Question5: What are the different resource matching methods on the Matching Rule form?
Choose 3 answers

Question6: Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

Question7: What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?

Question8: What are the advantages of leading indicators over lagging indicators? (Choose two.)

Question9: How are Service Catalogs and Catalog Items related? (Choose two.)

Question10: What role does the Engagement Manager play before the Workshop? (Choose two.)

Question11: Which of the following roles have permission to create a relationship between a contact and an account? (Choose two.)

Question12: Which of the following are channels? (Choose two.)

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: Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance?
Choose 2 answers

Question15: Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)

Question16: Information about a customer's service contract is found in Knowledge.

Question17: From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case? (Choose three.)

Question18: Which of the following roles cannot update a consumer's record?

Question19: In CSM Asset Management has a different meaning than in ITSM or Corporate Finance Which of the following defines Asset Management in CSM?

Question20: Name a security benefit gained from using scoped applications:

Question21: How many outbound email accounts are supported in Customer Service Management?

Question22: As an agent you can report a knowledge gap, if you cannot find relevant articles that could help resolve a case. Which action is required to create the knowledge gap?

Question23: After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?

Question24: What is a household entity?

Question25: Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?

Question26: In Workspace Chat, agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?

Question27: Which knowledge records can be configured with User Criteria?

Question28: Depending on the CSM application configurations, cases can be assigned to agents manually or by using auto-assignment. Which routing and assignment features leverage matching rules? (Choose two.)

Question29: In Advanced Work Assignment, what does the overflow assignment capability do, if defined?

Question30: Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?

Question31: Which service catalogs are available out-of-the-box in the customer portals? (Choose two.)

Question32: Match the definitions for roles relationships.

Question33: What is KCS (Knowledge Centered Services)?

Question34: A consumer service agent receives and accepts a case which was created by a consumer. The agent needs and requests more information from the consumer. After receiving the information, the agent proposes a solution that is accepted by the consumer Given this scenario, what is the chronological order of case states used to manage this case?

Question35: What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)

Question36: Which application must be activated to enable customers to check in on-line for future appointments?

Question37: In ServiceNow's CSM Application, what is an interaction?

Question38: External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals. What can they approve in relation to cases via the portals?

Question39: How many active OpenFrame configurations can you have on an instance?

Question40: Which step in Advanced Work Assignment (AWA) would ensure the work was allocated to the appropriate agent?

Question41: Advanced Work Assignment assigns work to agents based on their availability, capacity, and skills. Agent Affinity enhances the Advanced Work Assignment process by adding additional agent details organized by affinity type. Which of these are these affinity types?
Choose 3 answers

Question42: What are benefits of me Conversation History feature? (Choose two.)

Question43: The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.

Question44: What module is used to create Case Record Producers?

Question45: During which Now Create stage are workshops conducted?

Question46: Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?

Question47: When configuring email in Communication Channels, how many outgoing email addresses are supported?

Question48: When are child cases updated from the parent case?

Question49: Special Handling Notes can apply to which one of the following based on specific attributes?

Question50: An Account Relationship is based on a defined account relationship type. Users with the System Administrator role can define two types of relationships:
Choose 2 answers

Question51: Using the out-of-the-box major issue management process flow, a consumer service agent proposes an existing case in the Open state as a major case candidate. The major case candidate has a consumer defined and is approved by the customer service manager What happens to the major case candidate?

Question52: Which services does a Customer (sn_customerservice.customer) have access to? (Choose two.)

Question53: Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?

Question54: What does the Agent Whisper function do?

Question55: Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)

Question56: What is a case?

Question57: When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles system property?

Question58: Out-of-box, which functionality handles state transitioning for case management?

Question59: Agents and managers cannot create knowledge articles from Community questions.

Question60: What allows the implementation of phases and tasks to meet performance goals track progress and measure success?

Question61: What is a supported external customer that, in turn, sells to and supports one or more customers?

Question62: Which of the following is a condition for matching rules?

Question63: The case digests feature includes which types of case communication? (Choose two.)

Question64: What is the specific type of catalog item called that allows users to create any type of task, such as cases, from the Service Catalog?

Question65: When are any changes to the platform considered a customization?

Question66: Depending on which CSM workspace you are operating within, certain steps can be applied to configure the form header. Which of the following is correct regarding form headers in the CSM Configurable workspace?

Question67: If only one user reports a content for moderation, the content will be hidden.

Question68: Customer Service Trending Topics is a capability that enables companies to use Predictive Intelligence to quickly pinpoint factors driving up case volume and act to mitigate them. Which of the following would be a benefit of using Predictive Intelligence Customer Service Trending Topics?

Question69: Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. Which of the following statements is correct for CIs and assets?

Question70: From what places in SN can an agent create a case? (Choose three.)

Question71: A customer service agent wants to escalate an account but is unable to use the Escalate Account related link on the Account form. What could be the reasons why the customer service agent is not able to use it? (Choose two.)

Question72: The available case types are: (Choose two.)

Question73: Who can create a customer service case from a community discussion? (Choose two.)

Question74: Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?

Question75: 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?

Question76: Which of the following are best practice with regard to data imports? (Choose two.)

Question77: Which of the following best describes how the CSM application uses the Asset table?

Question78: User criteria records may be applied to which knowledge items?

Question79: In the Customer Service Management space what defines the term asset?

Question80: Which of the following statements is correct regarding product models in CSM?

Question81: Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

Question82: What is knowledge article versioning?

Question83: When integrating Customer Service Management with IT Service management what separate action is required for Request Management?

Question84: In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)

Question85: The assignment workbench uses configurable matching criteria to evaluate agents in a selected group and provide an overall ranking. What are the different types of criteria available for the assignment workbench?
Choose 3 answers

Question86: Out-of-the-box. cases are automatically closed after how many days?

Question87: What can a person assigned with the customer role access on the customer service portal by default? (Choose three.)

Question88: Which roles are considered external?
Choose 2 answers

Question89: Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)

Question90: Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can:
Options are :

Question91: Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

Question92: On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)

Question93: What does Major issue Management use to identify all other customers impacted by a major case?

Question94: What are the three out-of-the-box playbooks for CSM?
Choose 3 answers

Question95: How are ServiceNow's out-of-the-box Customer Service Management applications packaged? (Choose two.)

Question96: What is the purpose of a Catalog Item variable?

Question97: Matching rules enhance assignment capability by ____________________.

Question98: A customer service manager would like to limit the reading and creation of knowledge articles within a specific Knowledge Base to the Customer Support group only. Which features should be used to accomplish this? (Choose two.)

Question99: When working with case types, what is the lowest level in the case type hierarchy called?

Question100: What action can be performed by a Partner Admin (sn_customerservice.partner_admin) and NOT by a Partner (sn_customerservice partner) in the Customer Service Portal?

Question101: What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)

Question102: To which entities can Special Handling Notes be applied out of the box?

Question103: Which roles are considered external? (Choose two.)

Question104: Which feature enables employees to request support for themselves and for external customers?

Question105: What is the purpose of the Guided Decisions capability?

Question106: What are the characteristics of Knowledge Categories?