Free Access ServiceNow.CIS-CSM.v2024-12-25.q100 Practice Test (Page 11)

From which places in ServiceNow can a customer service agent [sn_customerservice_agent] create a case? (Choose three.)

A.Chat

B.Account

C.Incident

D.Special Handling Note

E.Customer Service Application

Which Flow Designer flow can be used to automatically close resolved cases if customers do not respond within a specified time?

A.Move Resolved Cases to Closed

B.Auto Close Resolved Cases Most Voted

C.Resolved to Close State

D.Close Cases in Resolved state

What is required to enable the Follow the sun field on the Customer Service Case form?

A.Nothing, it is a standard field

B.The value property on the form must be set to true

C.The plugin 'com.snc.csm_time_recording' needs to be activated

D.The value property on the form must be set to true and the field added to the case form

Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)

A.Imported external articles appear as attachments in ServiceNow

B.Only applications that allow WebDAV connections can be integrated

C.The imported article will have the same category it had in the source knowledge base

D.SharePoint blocks this integration

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

A.Contract

B.Hours

C.Cost

D.Case

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