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
External content integration is important for agents to be able to access knowledge articles from external sources. ALL external sources must be:
A. WebDAV-versioned
B. Web-configurable
C. WebDAV-compliant
D. Web-based
When implementing Knowledge Product Entitlements, what is enabled when activating the Enable access control of Knowledge Articles
system property?
A. Allows access to knowledge articles based on customer's security access
B. Allows access to knowledge articles that are related to entitlements owned by a customer
C. Allows access to multi-product line knowledge articles
D. Allows access to knowledge articles that are related to products owned by a customer
Application Scoping from a security perspective brings the following benefits: (Choose two.)
A. Improves instance security by limiting access to other applications on the instance
B. Scoped applications prevent versioning for complex instances
C. Scoping hold the records and acts as a container for the desired CSM applications
D. Scoped applications limits autonomy and control of all aspects of the CSM application
Now Create provides a prescriptive methodology, leading practices, and accelerators to help with ServiceNow implementations and upgrades. How many sequential project phases and exit gates are there in the Now Create Methodology?
A. Three
B. Five
C. Four
D. Six
When configuring email in Communication Channels, how many outgoing email addresses are supported?
A. One
B. Two
C. Three
D. Unlimited
Benefits of Proactive Customer Service Operations include: (Choose two.)
A. Reduced inbound calls from customers
B. Reduction in staff turnover
C. Major cases can be eliminated as there will be no Impact to customers
D. Reduced Mean Time To Resolve (MTTR)
E. Guaranteed increase in customer satisfaction
Out-of-the-box, cases are automatically closed after how many days?
A. 3 days
B. 5 days
C. 10 days
D. Cases are not automatically closed by default
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. Set the Agent Experience (What agents see in their Workspace inbox)
B. Define Assignment Rules (How to assign work items)
C. Define Work Item Queues (Where to route)
D. Configure Service Channels (What to route)
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
A. Order
B. Offer
C. Monitoring
D. FAQ
E. Request
F. Contract
