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?

1. A. The form headers secondary values can only be displayed above the ribbon components
2. B. The form header's secondary values can be displayed in the contextual side panel instead of above the ribbon components
3. C. The form header for the case form can display five levels of field values from the case table
4. D. The form header's primary values can be displayed in the contextual side panel instead of above the ribbon components

Correct Answer: B

Name a security benefit gained from using scoped applications:

1. A. Prevents changes to tables without explicit permission from IT
2. B. Prevents third party Integrations
3. C. Limits the number of update sets that can be applied
4. D. Limits accessibility to other applications in the Instance

Correct Answer: D

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?

1. A. A guaranteed reduction in call volume per month
2. B. Eliminate the need for more traditional performance analytics
3. C. Auto-generate clusters of cases that point to similar underlying issues
4. D. Create root cause solutions for similar cases

Correct Answer: C
https://evantage.gilmoreglobal.com/reader/books/SN-CSMI-T010-PG- E/pageid/156

What is the primary output from the Requirements Gathering workshop?

1. A. Schedules
2. B. Use Cases
3. C. Stories
4. D. Personas

Correct Answer: C

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

1. A. Product Model
2. B. Account
3. C. Service Contract
4. D. Contact
5. E. Install Base Item

Correct Answer: ABD
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/c_OnScreenAlerts.html