Free Access ServiceNow.CIS-CSM.v2024-12-25.q100 Practice Test (Page 4)

Question 11

To which recipient types can targeted communications (publications) be sent? (Choose two.)

A.Internal users

B.Households

C.Outsourced Service Providers

D.Contacts

Question 12

True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.
Options are :

A.True

B.False

Question 13

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

A.Contact

B.User

C.Customer

D.Caller

Question 14

Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?

A.Configure Service Channels (What to route)

B.Define Work Item Queues (Where to route)

C.Define Assignment Rules (How to assign work items)

D.Set the Agent Experience (What agents see in their Workspace inbox)

Question 15

Which of the following is correct regarding the social med a channel?

A.Cases are created automatically from all of the social channels

B.Cases cannot be created from any of the social channels

C.Cases are NOT created automatically from any of the social channels

D.Cases can be created automatically depending on which social channel is used

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Question 11

Question 12

Question 13

Question 14

Question 15

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