Which roles are considered external? Choose 2 answers

1. A. Partner Admin (sn_customerservic
2. B. partner_admin)
3. C. Customer Admin (sn_cuslomerservlce.customet_admin)
4. D. Customer Service Agent (sn_customerservice_agent)
5. E. Consumer Support Agent (sn_customerservice.consumer_agent)

Correct Answer: AB

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

1. A. The create contact (consumer) feature is available in all CSM Workspaces
2. B. The create contact (consumer) feature is not available in any of the CSM Workspaces
3. C. The create contact (consumer) feature is only available in the CSM Configurable Workspace Most Voted
4. D. The create contact (consumer) feature is only available in the Agent Workspace

Correct Answer: C

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.)

1. A. Can Read user criteria
2. B. Whitelist all other groups from the Knowledge Base
3. C. Hide the Knowledge Base from the Knowledge Base Portal
4. D. Cannot Contribute user criteria

Correct Answer: AD

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

1. A. It increases security by automatically granting access to cases based on access to sold product.
2. B. It defaults the responsibility for access management to the customer.
3. C. It defaults the responsibility for access management to the customer service agent.
4. D. It improves the customer experience by enabling related parties to track and collaborate on cases.

Correct Answer: AD

Entitlements specify the level of service provided to customers.

1. A. False
2. B. True

Correct Answer: B
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service- management/concept/c_ContractsAndEntitlements.html