Which are the key self-service functions of the Customer Support Portal? (Choose three.)

1. A. Community
2. B. Knowledge Base
3. C. Open An Incident
4. D. Service Catalog

Correct Answer: ABD

Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc- type/success/
playbook/self-service-improvement.pdf

__________ is a role for agents who assists consumers with questions, issues, and problems. This user creates, views, and edits cases and works with consumers to resolve cases. Typically supports a specific set of products across one or more communication channels. An agent can belong to one or more agent groups.
Options are :

1. A. Partner [sn_customerservice.partner]
2. B. Agent [sn_customerservice_agent]
3. C. Consumer Agent [sn_customerservice.consumer_agent]
4. D. Agent manager [sn_customerservice_manager]
5. E. Customer case manager [sn_customerservice.customer_case_manager]
6. F. Customer administrator [sn_customerservice.customer_admin]

Correct Answer: C

What should be emphasized when designing solutions? (Choose three.)

1. A. Minimize customizations
2. B. Focus Out-of-the-box functionality
3. C. Design for Scalability
4. D. Mobile friendly functionality

Correct Answer: BCD

Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)

1. A. Contact (customer_contact)
2. B. Consumer User (csm_consumer-user)
3. C. Consumer (csm_consumer)
4. D. CSM User (csm_user)

Correct Answer: BC

Which roles are considered external? (Choose two.)

1. A. Consumer Support Agent (sn_customerservice.consumer_agent)
2. B. Customer Admin (sn_customerservice.customer_admin) Most Voted
3. C. Partner Admin (sn_customerservice.partner_admin) Most Voted
4. D. Customer Service Agent (sn_customerservice_agent)

Correct Answer: BC