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

1. A. A catalog item can be associated with one or more service catalogs Most Voted
2. B. Access to catalog items is determined by the service catalog's assigned user criteria
3. C. Service catalogs may contain multiple catalog items Most Voted
4. D. A catalog item can only be associated with one service catalog

Correct Answer: AC

Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

1. A. Manage cases on behalf of customer service agents
2. B. Create cases on behalf of customers
3. C. Manage requests on behalf of customer service agents
4. D. Create requests on behalf of customers
5. E. Manage major incident communication on behalf of a customer service manager

Correct Answer: BD

Reference: https://docs.servicenow.com/bundle/orlando-customer-service- management/page/product/
customer-service-management/concept/employee-create-case-for-customer.html

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

1. A. The customer case becomes a child case of the major case
2. B. The customer case will be automatically closed
3. C. The customer case becomes the parent case of the major case
4. D. The customer case will automatically be related to a problem

Correct Answer: C

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

1. A. Customer Service Historic Data Collection
2. B. Customer Service Initial Data Collection
3. C. Customer Service Daily Data Collection
4. D. Customer Service Case Data Collection

Correct Answer: A

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

1. A. Publish Workaround
2. B. Document a Known error
3. C. Complete Investigation
4. D. Complete RCA
5. E. Document Five Whys

Correct Answer: A