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

1. A. Include them in the list of service catalogs on the Customer Service Portal record
2. B. Add them to the list of service catalogs in the Customer Service Portal header widget options
3. C. Create user criteria for each of the applicable service catalogs
4. D. Only the Customer Service service catalog can be used on the Customer Service Portal

Correct Answer: A

What role can be assigned to employees who are not fulfillers, such as those in sales and services, or do not have other CSM-specific roles, but have a need to create cases on behalf of customers?

1. A. Consumer (sn_customservice.consumer)
2. B. Customer (sn_suctomservice.customer)
3. C. External (snc_external)
4. D. Proxy Contact (sn_customservice.proxy_contact)

Correct Answer: D

What’s the purpose of the Deactivate Special Handling Notes Scheduled Job?

1. A. Runs at the end of the month and deactivates all Special Handling notes more than 30 days old
2. B. Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by the end of the week
3. C. Runs on demand by the System Admin who must set specific weekly schedules and set only those that are priority 1-critical to be deactivated
4. D. Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates

Correct Answer: D
Reference: https://docs.servicenow.com/bundle/rome-customer-service-management/page/product/customer-service-management/concept/c_OnScreenAlerts.html

Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

1. A. True
2. B. False

Correct Answer: B

Reference: https://docs.servicenow.com/bundle/london-customer-service-management/page/product/customer-service-management/task/view-csm-executive- dashboard.html

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.)

1. A. Customer service manager (sn_customerservice_manager)
2. B. System administrator (admin) Most Voted
3. C. Customer administrator (sn_customerservice.customer_admin) Most Voted
4. D. Partner administrator [sn_customerservice.partner_admon] Most Voted
5. E. Service organization administrator (sn_customerservice.service_organization_admin)

Correct Answer: BCD