Free Access ServiceNow.CIS-CSM.v2022-09-01.q40 Practice Test (Page 8)

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

A.Community

B.Knowledge Base

C.Open An Incident

D.Service Catalog

Information in the Case Field 'Contact' is copied to which Incident Field?

A.Contact

B.User

C.Customer

D.Caller

Agents and managers cannot create knowledge articles from Community questions.

A.True

B.False

What are the characteristics of Knowledge Categories?

A.Shareable across KBs: Yes ; Multi-Level: Yes

B.Shareable across KBs: No ; Multi-Level: Yes

C.Shareable across KBs: Yes ; Multi-Level: No

D.Shareable across KBs: No ; Multi-Level: No

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

A.Manage cases on behalf of customer service agents

B.Create cases on behalf of customers

C.Manage requests on behalf of customer service agents

D.Create requests on behalf of customers

E.Manage major incident communication on behalf of a customer service manager

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