EMT Practice Test

1. Question Content...

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Question1: What are the conditions that matching rules are based on? (Choose two.)

Question2: Read the use case below to determine if the customer service relationship is B2B or B2C.
Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage is local to the customer and scheduled a technician to Mary's house.

Question3: What is required to enable the Follow the sun field on the Customer Service Case form?

Question4: What are the recommended good practices when running implementation workshops?
Choose 3 answers

Question5: When working with communication channels, what inbound email flows are available by default? (Choose two.)

Question6: Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?

Question7: Which social media channels are NOT available out-of-box?

Question8: Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?

Question9: The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)

Question10: Agents and managers cannot create knowledge articles from Community questions.

Question11: How are Service Catalogs and Catalog Items related? (Choose two.)

Question12: What is KCS (Knowledge Centered Services)?

Question13: Which roles are considered external?
Choose 2 answers

Question14: What one of the following is optional when creating a Catalog workflow?

Question15: Which feature allows an agent to copy reusable messages to case or task forms to provide quick and consistent messages to users?

Question16: Which roles can specify both skills and mandatory skills for cases and tasks? (Choose two.)

Question17: Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

Question18: The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.

Question19: Entitlements are counted using two types of units:

Question20: By default what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? (Choose three.)

Question21: Which of the following is a condition for matching rules?

Question22: What is the purpose of a Catalog Item variable?

Question23: What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?

Question24: Which of the following roles cannot update a consumer's record?

Question25: What is a household entity?

Question26: Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)

Question27: What is the most efficient way to get cases to be dosed automatically after a few days?

Question28: Match the definitions for roles relationships.
Hot Area:

Question29: Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance?
Choose 2 answers

Question30: Customer Service Management Administrators can delegate Contact Administration activities to specific contacts within accounts by assigning specific roles to one or more users. Which of the following roles, if assigned, would allow the user to create contacts?

Question31: What criteria can be used to determine when a new inbound case should be opened?

Question32: To which entities can Special Handling Notes be applied out of the box?

Question33: Which application must be activated to enable customers to check in on-line for future appointments?

Question34: What is a limitation regarding synchronization between a case and its associated work order?

Question35: The CSM application has a feature that can be used to filter records in CSM-related tables which are accessible by users with CSM roles. This feature makes it unnecessary to create business logic for those persona access the data. What is this feature?

Question36: Which step in Advanced Work Assignment (AWA) would ensure the work was allocated to the appropriate agent?

Question37: New case tasks use the following prefix:

Question38: What can a person assigned with the customer role access on the customer service portal by default? (Choose three.)

Question39: Which capabilities does the integration with Microsoft Outlook add-in offer? (Choose two.)

Question40: Which feature provides easy-to-configure integrations between the Now Platform and third-party Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) tools or platforms?

Question41: From which one of the following can an agent create a CSM Case:

Question42: Once a major case candidate is approved a major case is created. What then happens to the customer case?

Question43: What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)

Question44: Which of the following are correct for parent/child synchronization? (Choose two.)

Question45: Which of the following are best practice with regard to data imports? (Choose two.)

Question46: What are Special Handling Notes used for?

Question47: Articles can provide the following: (Choose three.)

Question48: 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?

Question49: What functionality is required to automatically close resolved cases if customers do not respond within a specified time?

Question50: What is required to synchronize fields from a parent to a child case(s)?

Question51: Installing the Customer Service Management plugin activates:

Question52: 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.)

Question53: Which of the following features are specific to CSM Workspaces and will not be found in the Platform UI view? (Choose two.)

Question54: 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?

Question55: Major Issue Management uses which one of the following capabilities?

Question56: Which of the following are benefits of customer access management? (Choose two.)

Question57: The self-registration feature enables new customer contacts to submit registration requests from the customer portal. Which role is responsible for creating the unique registration code for each account?

Question58: Based on which out-of-box attributes can Special Handling Notes be applied to cases?
Choose 3 answers

Question59: Which of the following is correct regarding the social med a channel?

Question60: The available case types are: (Choose two.)

Question61: Which role must B2B and B2C customers obtain, at a MINIMUM, to have access to a ServiceNow instance?

Question62: In Advanced Work Assignment, what does the overflow assignment capability do, if defined?

Question63: When integrating Customer Service Management with IT Service management what separate action is required for Request Management?

Question64: 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?

Question65: Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :

Question66: How many outbound email accounts are supported in Customer Service Management?

Question67: Service-aware Install Base consists of which entities? (Choose three.)

Question68: On the Customer Service Portal which personas can see work orders from their company hierarchy? (Choose two.)

Question69: During which Now Create stage are workshops conducted?

Question70: What does Major issue Management use to identify all other customers impacted by a major case?

Question71: Viewing a customer's install base in the CSM Workspaces enables customer service agents to: (Choose two.)

Question72: When creating or importing assets for CSM, model categories are used to: (Choose three.)

Question73: What action is required to enable agents to create an incident record for a case?

Question74: What benefits does scoping an application bring? (Choose three.)

Question75: Which of the following are benefits that may be gained from using communities?
Choose 3 answers

Question76: What is a case?

Question77: Which of the following statements is correct regarding product models in CSM?

Question78: From what places in SN can an agent create a case? (Choose three.)

Question79: Which roles are responsible for maintaining account team membership? (Choose two.)

Question80: 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?

Question81: A contact can submit a self-registration request from the customer portal with a registration code. Which of the following roles can approve the request? (Choose three.)

Question82: Which of the following roles can update a consumer's record? (Choose two.)

Question83: What should be emphasized when designing solutions? (Choose three.)

Question84: Entitlements specify the level of service provided to customers.

Question85: Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

Question86: Out-of-box, which functionality handles state transitioning for case management?

Question87: Which entity represents specific versions of products being sold to and supported for customers?

Question88: 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?

Question89: What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?

Question90: Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?
Options are :

Question91: Which solution must be implemented to let a breakdown dashboard appear as a pop-up window on the case form?

Question92: The ServiceNow add-in for Microsoft Outlook enables you to manage workflows such as creating and updating contacts and cases from within Microsoft Outlook. How could this feature positively affect customer experience?

Question93: Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?

Question94: 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?

Question95: 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.)

Question96: Which one is NOT a dependency for the Customer Service Plugin?

Question97: Information in the Case Field 'Contact' is copied to which Incident Field?

Question98: Partner admin (sn_customerservice.partner_admin) contacts have access to:

Question99: 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?

Question100: What is normally done when a Root Cause and a Workaround are identified for a problem to document the quickest known resolution?

Question101: How can multiple service catalogs be made available on the Customer Service Portal?

Question102: What does viewing a customer's install base enable customer service agents to do? (Choose two.)

Question103: Who can create a customer service case from a community discussion? (Choose two.)