Benefits of Proactive Customer Service Operations include: (Choose two.)

1. A. Reduced inbound calls from customers Most Voted
2. B. Reduction in staff turnover
3. C. Major cases can be eliminated as there will be no Impact to customers
4. D. Reduced Mean Time To Resolve (MTTR) Most Voted
5. E. Guaranteed increase in customer satisfaction

Correct Answer: AD

Major Issue Management uses which one of the following capabilities?

1. A. Governance Risk and Control
2. B. Targeted Communications
3. C. Asset management
4. D. Record producers

Correct Answer: B

Reference: https://docs.servicenow.com/bundle/orlando-customer-service- management/page/product/
customer-service-management/concept/major-issue-management.html

What are the types of units used to measure entitlements? (Choose two.)

1. A. Hours
2. B. Contract
3. C. Cost
4. D. Case

Correct Answer: AD
Entitlements are counted on a per unit basis. The Unit field on the Service Entitlement form defines the unit type, either cases or hours.
Source: https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/configure-csm- entitlements.html

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?

1. A. One
2. B. Two
3. C. Three
4. D. Multiple

Correct Answer: A

What are Special Handling Notes used for?

1. A. Bring important information about individual records to an agent's attention
2. B. For agents to view articles an attach them to a case
3. C. To ensure customers get the service they are entitled to receive
4. D. Help agents identify in which time zone a contact is located

Correct Answer: A