{"id":84733,"date":"2024-08-01T02:00:03","date_gmt":"2024-08-01T02:00:03","guid":{"rendered":"https:\/\/www.dumpsbase.com\/freedumps\/?p=84733"},"modified":"2024-08-01T02:00:09","modified_gmt":"2024-08-01T02:00:09","slug":"eliminate-exam-anxiety-ensure-your-success-in-the-servicenow-cis-csm-exam-with-updated-cis-csm-dumps-v13-02","status":"publish","type":"post","link":"https:\/\/www.dumpsbase.com\/freedumps\/eliminate-exam-anxiety-ensure-your-success-in-the-servicenow-cis-csm-exam-with-updated-cis-csm-dumps-v13-02.html","title":{"rendered":"Eliminate Exam Anxiety: Ensure Your Success in the ServiceNow CIS-CSM Exam with Updated CIS-CSM Dumps (V13.02)"},"content":{"rendered":"\n<p>How to eliminate your ServiceNow CIS Customer Service Management (CSM) exam anxiety? We understand your worries and have updated the CIS-CSM dumps to V13.02 for your preparation. Our updated CIS-CSM exam dumps with 238 practice exam questions and answers are carefully designed to help you pass the ServiceNow CIS-CSM exam. We offer the dumps in two different formats, including the ServiceNow CIS-CSM dumps PDF format and the CIS-CSM software engine. The PDF is extremely user-friendly and suits the needs of busy professionals and on-the-go individuals. You can print a hard copy and also access the DumpsBase ServiceNow CIS-CSM exam PDF practice questions on your laptop, smartphone, and tablet. The software is free coming with a PDF file, which helps you simulate the actual exam mode. Take control of your future with DumpsBase updated <a href=\"https:\/\/www.dumpsbase.com\/certified-implementation-specialist.html\"><em><strong>ServiceNow Certified Implementation Specialist<\/strong><\/em><\/a> CIS-CSM dumps, we guarantee that you can achieve success on the first attempt.<\/p>\n<h2>ServiceNow CIS Customer Service Management (CSM) Certification <em><span style=\"background-color: #00ffff;\">CIS-CSM Free Dumps<\/span><\/em><\/h2>\n<script>\n\t  window.fbAsyncInit = function() {\n\t    FB.init({\n\t      appId            : '622169541470367',\n\t      autoLogAppEvents : true,\n\t      xfbml            : true,\n\t      version          : 'v3.1'\n\t    });\n\t  };\n\t\n\t  (function(d, s, id){\n\t     var js, fjs = d.getElementsByTagName(s)[0];\n\t     if (d.getElementById(id)) {return;}\n\t     js = d.createElement(s); js.id = id;\n\t     js.src = \"https:\/\/connect.facebook.net\/en_US\/sdk.js\";\n\t     fjs.parentNode.insertBefore(js, fjs);\n\t   }(document, 'script', 'facebook-jssdk'));\n\t<\/script><script type=\"text\/javascript\" >\ndocument.addEventListener(\"DOMContentLoaded\", function(event) { \nif(!window.jQuery) alert(\"The important jQuery library is not properly loaded in your site. Your WordPress theme is probably missing the essential wp_head() call. You can switch to another theme and you will see that the plugin works fine and this notice disappears. If you are still not sure what to do you can contact us for help.\");\n});\n<\/script>  \n  \n<div  id=\"watupro_quiz\" class=\"quiz-area single-page-quiz\">\n<p id=\"submittingExam8721\" style=\"display:none;text-align:center;\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.dumpsbase.com\/freedumps\/wp-content\/plugins\/watupro\/img\/loading.gif\" width=\"16\" height=\"16\"><\/p>\n\n<div class=\"watupro-exam-description\" id=\"description-quiz-8721\"><\/div>\n\n<form action=\"\" method=\"post\" class=\"quiz-form\" id=\"quiz-8721\"  enctype=\"multipart\/form-data\" >\n<div class='watu-question ' id='question-1' style=';'><div id='questionWrap-1'  class='   watupro-question-id-338790'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>1. <\/span>Agents and managers cannot create knowledge articles from Community questions.<\/div><input type='hidden' name='question_id[]' id='qID_1' value='338790' \/><input type='hidden' id='answerType338790' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338790[]' id='answer-id-1325252' class='answer   answerof-338790 ' value='1325252'   \/><label for='answer-id-1325252' id='answer-label-1325252' class=' answer'><span>True<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338790[]' id='answer-id-1325253' class='answer   answerof-338790 ' value='1325253'   \/><label for='answer-id-1325253' id='answer-label-1325253' class=' answer'><span>False<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-2' style=';'><div id='questionWrap-2'  class='   watupro-question-id-338791'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>2. <\/span>Information about a customer\u2019s service contract is found in Knowledge.<\/div><input type='hidden' name='question_id[]' id='qID_2' value='338791' \/><input type='hidden' id='answerType338791' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338791[]' id='answer-id-1325254' class='answer   answerof-338791 ' value='1325254'   \/><label for='answer-id-1325254' id='answer-label-1325254' class=' answer'><span>False<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338791[]' id='answer-id-1325255' class='answer   answerof-338791 ' value='1325255'   \/><label for='answer-id-1325255' id='answer-label-1325255' class=' answer'><span>True<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-3' style=';'><div id='questionWrap-3'  class='   watupro-question-id-338792'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>3. <\/span>From what places in SN can an agent create a case? (Choose three.)<\/div><input type='hidden' name='question_id[]' id='qID_3' value='338792' \/><input type='hidden' id='answerType338792' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338792[]' id='answer-id-1325256' class='answer   answerof-338792 ' value='1325256'   \/><label for='answer-id-1325256' id='answer-label-1325256' class=' answer'><span>Customer Service Application<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338792[]' id='answer-id-1325257' class='answer   answerof-338792 ' value='1325257'   \/><label for='answer-id-1325257' id='answer-label-1325257' class=' answer'><span>Contact<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338792[]' id='answer-id-1325258' class='answer   answerof-338792 ' value='1325258'   \/><label for='answer-id-1325258' id='answer-label-1325258' class=' answer'><span>Account<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338792[]' id='answer-id-1325259' class='answer   answerof-338792 ' value='1325259'   \/><label for='answer-id-1325259' id='answer-label-1325259' class=' answer'><span>Chat<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-4' style=';'><div id='questionWrap-4'  class='   watupro-question-id-338793'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>4. <\/span>What are the conditions that matching rules are based on? (Choose two.)<\/div><input type='hidden' name='question_id[]' id='qID_4' value='338793' \/><input type='hidden' id='answerType338793' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338793[]' id='answer-id-1325260' class='answer   answerof-338793 ' value='1325260'   \/><label for='answer-id-1325260' id='answer-label-1325260' class=' answer'><span>Agent resources best suited to work on a case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338793[]' id='answer-id-1325261' class='answer   answerof-338793 ' value='1325261'   \/><label for='answer-id-1325261' id='answer-label-1325261' class=' answer'><span>Specific routing rules<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338793[]' id='answer-id-1325262' class='answer   answerof-338793 ' value='1325262'   \/><label for='answer-id-1325262' id='answer-label-1325262' class=' answer'><span>Filters set up in advanced work assignment<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338793[]' id='answer-id-1325263' class='answer   answerof-338793 ' value='1325263'   \/><label for='answer-id-1325263' id='answer-label-1325263' class=' answer'><span>Specific case attributes<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-5' style=';'><div id='questionWrap-5'  class='   watupro-question-id-338794'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>5. <\/span>Matching rules enhance assignment capability by ____________________.<\/div><input type='hidden' name='question_id[]' id='qID_5' value='338794' \/><input type='hidden' id='answerType338794' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338794[]' id='answer-id-1325264' class='answer   answerof-338794 ' value='1325264'   \/><label for='answer-id-1325264' id='answer-label-1325264' class=' answer'><span>Matching best agent by availability<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338794[]' id='answer-id-1325265' class='answer   answerof-338794 ' value='1325265'   \/><label for='answer-id-1325265' id='answer-label-1325265' class=' answer'><span>Providing dynamic matching of cases to groups or individuals<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338794[]' id='answer-id-1325266' class='answer   answerof-338794 ' value='1325266'   \/><label for='answer-id-1325266' id='answer-label-1325266' class=' answer'><span>Determining if account is a customer or partner<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338794[]' id='answer-id-1325267' class='answer   answerof-338794 ' value='1325267'   \/><label for='answer-id-1325267' id='answer-label-1325267' class=' answer'><span>Matching best agent by skill<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-6' style=';'><div id='questionWrap-6'  class='   watupro-question-id-338795'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>6. <\/span>Special Handling Notes can apply to which one of the following based on specific attributes?<\/div><input type='hidden' name='question_id[]' id='qID_6' value='338795' \/><input type='hidden' id='answerType338795' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338795[]' id='answer-id-1325268' class='answer   answerof-338795 ' value='1325268'   \/><label for='answer-id-1325268' id='answer-label-1325268' class=' answer'><span>Domain<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338795[]' id='answer-id-1325269' class='answer   answerof-338795 ' value='1325269'   \/><label for='answer-id-1325269' id='answer-label-1325269' class=' answer'><span>Contact<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338795[]' id='answer-id-1325270' class='answer   answerof-338795 ' value='1325270'   \/><label for='answer-id-1325270' id='answer-label-1325270' class=' answer'><span>Holiday<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338795[]' id='answer-id-1325271' class='answer   answerof-338795 ' value='1325271'   \/><label for='answer-id-1325271' id='answer-label-1325271' class=' answer'><span>VIP<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-7' style=';'><div id='questionWrap-7'  class='   watupro-question-id-338796'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>7. <\/span>Predictive Intelligence improves Case management by:<\/div><input type='hidden' name='question_id[]' id='qID_7' value='338796' \/><input type='hidden' id='answerType338796' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338796[]' id='answer-id-1325272' class='answer   answerof-338796 ' value='1325272'   \/><label for='answer-id-1325272' id='answer-label-1325272' class=' answer'><span>Predicting what values should have gone into empty fields in historical records<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338796[]' id='answer-id-1325273' class='answer   answerof-338796 ' value='1325273'   \/><label for='answer-id-1325273' id='answer-label-1325273' class=' answer'><span>Reducing the number of records needed to accurately predict a value<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338796[]' id='answer-id-1325274' class='answer   answerof-338796 ' value='1325274'   \/><label for='answer-id-1325274' id='answer-label-1325274' class=' answer'><span>Replacing legacy routing rules<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338796[]' id='answer-id-1325275' class='answer   answerof-338796 ' value='1325275'   \/><label for='answer-id-1325275' id='answer-label-1325275' class=' answer'><span>Predicting Case values without manual intervention<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-8' style=';'><div id='questionWrap-8'  class='   watupro-question-id-338797'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>8. <\/span>Which of the following is a condition for matching rules?<\/div><input type='hidden' name='question_id[]' id='qID_8' value='338797' \/><input type='hidden' id='answerType338797' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338797[]' id='answer-id-1325276' class='answer   answerof-338797 ' value='1325276'   \/><label for='answer-id-1325276' id='answer-label-1325276' class=' answer'><span>Agent domain<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338797[]' id='answer-id-1325277' class='answer   answerof-338797 ' value='1325277'   \/><label for='answer-id-1325277' id='answer-label-1325277' class=' answer'><span>Assignment<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338797[]' id='answer-id-1325278' class='answer   answerof-338797 ' value='1325278'   \/><label for='answer-id-1325278' id='answer-label-1325278' class=' answer'><span>Switching<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338797[]' id='answer-id-1325279' class='answer   answerof-338797 ' value='1325279'   \/><label for='answer-id-1325279' id='answer-label-1325279' class=' answer'><span>Specific case attributes<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-9' style=';'><div id='questionWrap-9'  class='   watupro-question-id-338798'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>9. <\/span>What do blue circles in the timeline of a case form represent?<\/div><input type='hidden' name='question_id[]' id='qID_9' value='338798' \/><input type='hidden' id='answerType338798' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338798[]' id='answer-id-1325280' class='answer   answerof-338798 ' value='1325280'   \/><label for='answer-id-1325280' id='answer-label-1325280' class=' answer'><span>Note<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338798[]' id='answer-id-1325281' class='answer   answerof-338798 ' value='1325281'   \/><label for='answer-id-1325281' id='answer-label-1325281' class=' answer'><span>State<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338798[]' id='answer-id-1325282' class='answer   answerof-338798 ' value='1325282'   \/><label for='answer-id-1325282' id='answer-label-1325282' class=' answer'><span>Activity<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338798[]' id='answer-id-1325283' class='answer   answerof-338798 ' value='1325283'   \/><label for='answer-id-1325283' id='answer-label-1325283' class=' answer'><span>Comment<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-10' style=';'><div id='questionWrap-10'  class='   watupro-question-id-338799'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>10. <\/span>Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)<\/div><input type='hidden' name='question_id[]' id='qID_10' value='338799' \/><input type='hidden' id='answerType338799' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338799[]' id='answer-id-1325284' class='answer   answerof-338799 ' value='1325284'   \/><label for='answer-id-1325284' id='answer-label-1325284' class=' answer'><span>Case Escalation<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338799[]' id='answer-id-1325285' class='answer   answerof-338799 ' value='1325285'   \/><label for='answer-id-1325285' id='answer-label-1325285' class=' answer'><span>Case State<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338799[]' id='answer-id-1325286' class='answer   answerof-338799 ' value='1325286'   \/><label for='answer-id-1325286' id='answer-label-1325286' class=' answer'><span>Case Categorization<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338799[]' id='answer-id-1325287' class='answer   answerof-338799 ' value='1325287'   \/><label for='answer-id-1325287' id='answer-label-1325287' class=' answer'><span>Case Prioritization<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-11' style=';'><div id='questionWrap-11'  class='   watupro-question-id-338800'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>11. <\/span>Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)<\/div><input type='hidden' name='question_id[]' id='qID_11' value='338800' \/><input type='hidden' id='answerType338800' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338800[]' id='answer-id-1325288' class='answer   answerof-338800 ' value='1325288'   \/><label for='answer-id-1325288' id='answer-label-1325288' class=' answer'><span>Apply Role by Customer<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338800[]' id='answer-id-1325289' class='answer   answerof-338800 ' value='1325289'   \/><label for='answer-id-1325289' id='answer-label-1325289' class=' answer'><span>Auto Assessment<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338800[]' id='answer-id-1325290' class='answer   answerof-338800 ' value='1325290'   \/><label for='answer-id-1325290' id='answer-label-1325290' class=' answer'><span>Change Update to Close<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338800[]' id='answer-id-1325291' class='answer   answerof-338800 ' value='1325291'   \/><label for='answer-id-1325291' id='answer-label-1325291' class=' answer'><span>Update Case Entitlement<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-12' style=';'><div id='questionWrap-12'  class='   watupro-question-id-338801'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>12. <\/span>What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)<\/div><input type='hidden' name='question_id[]' id='qID_12' value='338801' \/><input type='hidden' id='answerType338801' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338801[]' id='answer-id-1325292' class='answer   answerof-338801 ' value='1325292'   \/><label for='answer-id-1325292' id='answer-label-1325292' class=' answer'><span>Define the Business Pain Points<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338801[]' id='answer-id-1325293' class='answer   answerof-338801 ' value='1325293'   \/><label for='answer-id-1325293' id='answer-label-1325293' class=' answer'><span>Provide consistent service to customers<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338801[]' id='answer-id-1325294' class='answer   answerof-338801 ' value='1325294'   \/><label for='answer-id-1325294' id='answer-label-1325294' class=' answer'><span>Have a clear understanding of the use cases<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338801[]' id='answer-id-1325295' class='answer   answerof-338801 ' value='1325295'   \/><label for='answer-id-1325295' id='answer-label-1325295' class=' answer'><span>Define the number of hours needed to develop the associated requirements<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338801[]' id='answer-id-1325296' class='answer   answerof-338801 ' value='1325296'   \/><label for='answer-id-1325296' id='answer-label-1325296' class=' answer'><span>Implementation is only as good as the underlying process<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-13' style=';'><div id='questionWrap-13'  class='   watupro-question-id-338802'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>13. <\/span>What should be emphasized when designing solutions? (Choose three.)<\/div><input type='hidden' name='question_id[]' id='qID_13' value='338802' \/><input type='hidden' id='answerType338802' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338802[]' id='answer-id-1325297' class='answer   answerof-338802 ' value='1325297'   \/><label for='answer-id-1325297' id='answer-label-1325297' class=' answer'><span>Minimize customizations<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338802[]' id='answer-id-1325298' class='answer   answerof-338802 ' value='1325298'   \/><label for='answer-id-1325298' id='answer-label-1325298' class=' answer'><span>Focus Out-of-the-box functionality<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338802[]' id='answer-id-1325299' class='answer   answerof-338802 ' value='1325299'   \/><label for='answer-id-1325299' id='answer-label-1325299' class=' answer'><span>Design for Scalability<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338802[]' id='answer-id-1325300' class='answer   answerof-338802 ' value='1325300'   \/><label for='answer-id-1325300' id='answer-label-1325300' class=' answer'><span>Mobile friendly functionality<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-14' style=';'><div id='questionWrap-14'  class='   watupro-question-id-338803'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>14. <\/span>What role does the Engagement Manager play before the Workshop? (Choose two.)<\/div><input type='hidden' name='question_id[]' id='qID_14' value='338803' \/><input type='hidden' id='answerType338803' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338803[]' id='answer-id-1325301' class='answer   answerof-338803 ' value='1325301'   \/><label for='answer-id-1325301' id='answer-label-1325301' class=' answer'><span>Project Manager<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338803[]' id='answer-id-1325302' class='answer   answerof-338803 ' value='1325302'   \/><label for='answer-id-1325302' id='answer-label-1325302' class=' answer'><span>Acts as intermediary<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338803[]' id='answer-id-1325303' class='answer   answerof-338803 ' value='1325303'   \/><label for='answer-id-1325303' id='answer-label-1325303' class=' answer'><span>Provides answers to technical problems<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338803[]' id='answer-id-1325304' class='answer   answerof-338803 ' value='1325304'   \/><label for='answer-id-1325304' id='answer-label-1325304' class=' answer'><span>Assists with technical requirements<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-15' style=';'><div id='questionWrap-15'  class='   watupro-question-id-338804'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>15. <\/span>What should be part of the pre-engagement collateral?<\/div><input type='hidden' name='question_id[]' id='qID_15' value='338804' \/><input type='hidden' id='answerType338804' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338804[]' id='answer-id-1325305' class='answer   answerof-338804 ' value='1325305'   \/><label for='answer-id-1325305' id='answer-label-1325305' class=' answer'><span>Frequently Asked Questions (FAQ)<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338804[]' id='answer-id-1325306' class='answer   answerof-338804 ' value='1325306'   \/><label for='answer-id-1325306' id='answer-label-1325306' class=' answer'><span>Scoping Guide<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338804[]' id='answer-id-1325307' class='answer   answerof-338804 ' value='1325307'   \/><label for='answer-id-1325307' id='answer-label-1325307' class=' answer'><span>Customer Service roles template<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338804[]' id='answer-id-1325308' class='answer   answerof-338804 ' value='1325308'   \/><label for='answer-id-1325308' id='answer-label-1325308' class=' answer'><span>Stock Keeping Unit (SKU) and pricing sheet<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-16' style=';'><div id='questionWrap-16'  class='   watupro-question-id-338805'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>16. <\/span>Articles can provide the following: (Choose three.)<\/div><input type='hidden' name='question_id[]' id='qID_16' value='338805' \/><input type='hidden' id='answerType338805' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338805[]' id='answer-id-1325309' class='answer   answerof-338805 ' value='1325309'   \/><label for='answer-id-1325309' id='answer-label-1325309' class=' answer'><span>Document current and known issues<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338805[]' id='answer-id-1325310' class='answer   answerof-338805 ' value='1325310'   \/><label for='answer-id-1325310' id='answer-label-1325310' class=' answer'><span>Provide answers and responses to common issues or questions<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338805[]' id='answer-id-1325311' class='answer   answerof-338805 ' value='1325311'   \/><label for='answer-id-1325311' id='answer-label-1325311' class=' answer'><span>Information about customer\u2019s service contract<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338805[]' id='answer-id-1325312' class='answer   answerof-338805 ' value='1325312'   \/><label for='answer-id-1325312' id='answer-label-1325312' class=' answer'><span>Share product information<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-17' style=';'><div id='questionWrap-17'  class='   watupro-question-id-338806'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>17. <\/span>Contextual Search framework is used for providing Knowledge search results in which of these scenarios?<\/div><input type='hidden' name='question_id[]' id='qID_17' value='338806' \/><input type='hidden' id='answerType338806' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338806[]' id='answer-id-1325313' class='answer   answerof-338806 ' value='1325313'   \/><label for='answer-id-1325313' id='answer-label-1325313' class=' answer'><span>Entering question in portal only<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338806[]' id='answer-id-1325314' class='answer   answerof-338806 ' value='1325314'   \/><label for='answer-id-1325314' id='answer-label-1325314' class=' answer'><span>Record Producer only<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338806[]' id='answer-id-1325315' class='answer   answerof-338806 ' value='1325315'   \/><label for='answer-id-1325315' id='answer-label-1325315' class=' answer'><span>Both portal question entry and Record Producer<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338806[]' id='answer-id-1325316' class='answer   answerof-338806 ' value='1325316'   \/><label for='answer-id-1325316' id='answer-label-1325316' class=' answer'><span>None of the above<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-18' style=';'><div id='questionWrap-18'  class='   watupro-question-id-338807'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>18. <\/span>Which of the following are true regarding integrating a ServiceNow Knowledge base with external <br \/>\r<br>content? <br \/>\r<br>(Choose two.)<\/div><input type='hidden' name='question_id[]' id='qID_18' value='338807' \/><input type='hidden' id='answerType338807' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338807[]' id='answer-id-1325317' class='answer   answerof-338807 ' value='1325317'   \/><label for='answer-id-1325317' id='answer-label-1325317' class=' answer'><span>Imported external articles appear as attachments in ServiceNow<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338807[]' id='answer-id-1325318' class='answer   answerof-338807 ' value='1325318'   \/><label for='answer-id-1325318' id='answer-label-1325318' class=' answer'><span>Only applications that allow WebDAV connections can be integrated<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338807[]' id='answer-id-1325319' class='answer   answerof-338807 ' value='1325319'   \/><label for='answer-id-1325319' id='answer-label-1325319' class=' answer'><span>The imported article will have the same category it had in the source knowledge base<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338807[]' id='answer-id-1325320' class='answer   answerof-338807 ' value='1325320'   \/><label for='answer-id-1325320' id='answer-label-1325320' class=' answer'><span>SharePoint blocks this integration<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-19' style=';'><div id='questionWrap-19'  class='   watupro-question-id-338808'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>19. <\/span>Access to a Knowledge base or Article can be restricted based on a customer\u2019s assets and the product models using which of the following? (Choose two.)<\/div><input type='hidden' name='question_id[]' id='qID_19' value='338808' \/><input type='hidden' id='answerType338808' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338808[]' id='answer-id-1325321' class='answer   answerof-338808 ' value='1325321'   \/><label for='answer-id-1325321' id='answer-label-1325321' class=' answer'><span>Knowledge Product Entitlements<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338808[]' id='answer-id-1325322' class='answer   answerof-338808 ' value='1325322'   \/><label for='answer-id-1325322' id='answer-label-1325322' class=' answer'><span>Data Policy<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338808[]' id='answer-id-1325323' class='answer   answerof-338808 ' value='1325323'   \/><label for='answer-id-1325323' id='answer-label-1325323' class=' answer'><span>ACL<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338808[]' id='answer-id-1325324' class='answer   answerof-338808 ' value='1325324'   \/><label for='answer-id-1325324' id='answer-label-1325324' class=' answer'><span>User Criteria<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-20' style=';'><div id='questionWrap-20'  class='   watupro-question-id-338809'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>20. <\/span>What are some benefits that Knowledge Product Entitlement provide? (Choose three.)<\/div><input type='hidden' name='question_id[]' id='qID_20' value='338809' \/><input type='hidden' id='answerType338809' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338809[]' id='answer-id-1325325' class='answer   answerof-338809 ' value='1325325'   \/><label for='answer-id-1325325' id='answer-label-1325325' class=' answer'><span>Reduces call volume<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338809[]' id='answer-id-1325326' class='answer   answerof-338809 ' value='1325326'   \/><label for='answer-id-1325326' id='answer-label-1325326' class=' answer'><span>Makes it easier for Agents to manage case volume<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338809[]' id='answer-id-1325327' class='answer   answerof-338809 ' value='1325327'   \/><label for='answer-id-1325327' id='answer-label-1325327' class=' answer'><span>Allows access to Knowledge Articles that are related to products owned by a customer<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338809[]' id='answer-id-1325328' class='answer   answerof-338809 ' value='1325328'   \/><label for='answer-id-1325328' id='answer-label-1325328' class=' answer'><span>Information about customer\u2019s service contract<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-21' style=';'><div id='questionWrap-21'  class='   watupro-question-id-338810'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>21. <\/span>What are the characteristics of Knowledge Categories?<\/div><input type='hidden' name='question_id[]' id='qID_21' value='338810' \/><input type='hidden' id='answerType338810' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338810[]' id='answer-id-1325329' class='answer   answerof-338810 ' value='1325329'   \/><label for='answer-id-1325329' id='answer-label-1325329' class=' answer'><span>Shareable across KBs: Yes ; Multi-Level: No<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338810[]' id='answer-id-1325330' class='answer   answerof-338810 ' value='1325330'   \/><label for='answer-id-1325330' id='answer-label-1325330' class=' answer'><span>Shareable across KBs: No ; Multi-Level: Yes<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338810[]' id='answer-id-1325331' class='answer   answerof-338810 ' value='1325331'   \/><label for='answer-id-1325331' id='answer-label-1325331' class=' answer'><span>Shareable across KBs: No ; Multi-Level: No<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338810[]' id='answer-id-1325332' class='answer   answerof-338810 ' value='1325332'   \/><label for='answer-id-1325332' id='answer-label-1325332' class=' answer'><span>Shareable across KBs: Yes ; Multi-Level: Yes<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-22' style=';'><div id='questionWrap-22'  class='   watupro-question-id-338811'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>22. <\/span>Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)<\/div><input type='hidden' name='question_id[]' id='qID_22' value='338811' \/><input type='hidden' id='answerType338811' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338811[]' id='answer-id-1325333' class='answer   answerof-338811 ' value='1325333'   \/><label for='answer-id-1325333' id='answer-label-1325333' class=' answer'><span>Manage cases on behalf of customer service agents<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338811[]' id='answer-id-1325334' class='answer   answerof-338811 ' value='1325334'   \/><label for='answer-id-1325334' id='answer-label-1325334' class=' answer'><span>Create cases on behalf of customers<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338811[]' id='answer-id-1325335' class='answer   answerof-338811 ' value='1325335'   \/><label for='answer-id-1325335' id='answer-label-1325335' class=' answer'><span>Manage requests on behalf of customer service agents<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338811[]' id='answer-id-1325336' class='answer   answerof-338811 ' value='1325336'   \/><label for='answer-id-1325336' id='answer-label-1325336' class=' answer'><span>Create requests on behalf of customers<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338811[]' id='answer-id-1325337' class='answer   answerof-338811 ' value='1325337'   \/><label for='answer-id-1325337' id='answer-label-1325337' class=' answer'><span>Manage major incident communication on behalf of a customer service manager<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-23' style=';'><div id='questionWrap-23'  class='   watupro-question-id-338812'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>23. <\/span>What is the purpose of a Catalog Item variable?<\/div><input type='hidden' name='question_id[]' id='qID_23' value='338812' \/><input type='hidden' id='answerType338812' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338812[]' id='answer-id-1325338' class='answer   answerof-338812 ' value='1325338'   \/><label for='answer-id-1325338' id='answer-label-1325338' class=' answer'><span>Allows the customer to ask a question<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338812[]' id='answer-id-1325339' class='answer   answerof-338812 ' value='1325339'   \/><label for='answer-id-1325339' id='answer-label-1325339' class=' answer'><span>Provides hint to the user on the field<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338812[]' id='answer-id-1325340' class='answer   answerof-338812 ' value='1325340'   \/><label for='answer-id-1325340' id='answer-label-1325340' class=' answer'><span>Opens a chat session with customer support<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338812[]' id='answer-id-1325341' class='answer   answerof-338812 ' value='1325341'   \/><label for='answer-id-1325341' id='answer-label-1325341' class=' answer'><span>Allows the customer or consumer to qualify their answer<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-24' style=';'><div id='questionWrap-24'  class='   watupro-question-id-338813'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>24. <\/span>What one of the following is optional when creating a Catalog workflow?<\/div><input type='hidden' name='question_id[]' id='qID_24' value='338813' \/><input type='hidden' id='answerType338813' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338813[]' id='answer-id-1325342' class='answer   answerof-338813 ' value='1325342'   \/><label for='answer-id-1325342' id='answer-label-1325342' class=' answer'><span>Publishing the workflow<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338813[]' id='answer-id-1325343' class='answer   answerof-338813 ' value='1325343'   \/><label for='answer-id-1325343' id='answer-label-1325343' class=' answer'><span>Defining workflow activities<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338813[]' id='answer-id-1325344' class='answer   answerof-338813 ' value='1325344'   \/><label for='answer-id-1325344' id='answer-label-1325344' class=' answer'><span>Approving the workflow<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338813[]' id='answer-id-1325345' class='answer   answerof-338813 ' value='1325345'   \/><label for='answer-id-1325345' id='answer-label-1325345' class=' answer'><span>Managing workflow versions<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-25' style=';'><div id='questionWrap-25'  class='   watupro-question-id-338814'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>25. <\/span>What module is used to create Case Record Producers?<\/div><input type='hidden' name='question_id[]' id='qID_25' value='338814' \/><input type='hidden' id='answerType338814' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338814[]' id='answer-id-1325346' class='answer   answerof-338814 ' value='1325346'   \/><label for='answer-id-1325346' id='answer-label-1325346' class=' answer'><span>Case Record Producers<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338814[]' id='answer-id-1325347' class='answer   answerof-338814 ' value='1325347'   \/><label for='answer-id-1325347' id='answer-label-1325347' class=' answer'><span>Edit Records<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338814[]' id='answer-id-1325348' class='answer   answerof-338814 ' value='1325348'   \/><label for='answer-id-1325348' id='answer-label-1325348' class=' answer'><span>Record Producers<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338814[]' id='answer-id-1325349' class='answer   answerof-338814 ' value='1325349'   \/><label for='answer-id-1325349' id='answer-label-1325349' class=' answer'><span>Maintain Records<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-26' style=';'><div id='questionWrap-26'  class='   watupro-question-id-338815'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>26. <\/span>Which one is NOT a dependency for the Customer Service Plugin?<\/div><input type='hidden' name='question_id[]' id='qID_26' value='338815' \/><input type='hidden' id='answerType338815' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338815[]' id='answer-id-1325350' class='answer   answerof-338815 ' value='1325350'   \/><label for='answer-id-1325350' id='answer-label-1325350' class=' answer'><span>Task Activities<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338815[]' id='answer-id-1325351' class='answer   answerof-338815 ' value='1325351'   \/><label for='answer-id-1325351' id='answer-label-1325351' class=' answer'><span>Skills Management<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338815[]' id='answer-id-1325352' class='answer   answerof-338815 ' value='1325352'   \/><label for='answer-id-1325352' id='answer-label-1325352' class=' answer'><span>Openframe<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338815[]' id='answer-id-1325353' class='answer   answerof-338815 ' value='1325353'   \/><label for='answer-id-1325353' id='answer-label-1325353' class=' answer'><span>Communities<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-27' style=';'><div id='questionWrap-27'  class='   watupro-question-id-338816'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>27. <\/span>ACME corporation wants to use ServiceNow CSM for supporting their customers through Twitter. <br \/>\r<br>What CSM entity would you recommend ACME to store the customer\u2019s Twitter profile details?<\/div><input type='hidden' name='question_id[]' id='qID_27' value='338816' \/><input type='hidden' id='answerType338816' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338816[]' id='answer-id-1325354' class='answer   answerof-338816 ' value='1325354'   \/><label for='answer-id-1325354' id='answer-label-1325354' class=' answer'><span>Account<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338816[]' id='answer-id-1325355' class='answer   answerof-338816 ' value='1325355'   \/><label for='answer-id-1325355' id='answer-label-1325355' class=' answer'><span>Not supported<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338816[]' id='answer-id-1325356' class='answer   answerof-338816 ' value='1325356'   \/><label for='answer-id-1325356' id='answer-label-1325356' class=' answer'><span>Consumer<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338816[]' id='answer-id-1325357' class='answer   answerof-338816 ' value='1325357'   \/><label for='answer-id-1325357' id='answer-label-1325357' class=' answer'><span>Social Profile<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338816[]' id='answer-id-1325358' class='answer   answerof-338816 ' value='1325358'   \/><label for='answer-id-1325358' id='answer-label-1325358' class=' answer'><span>Personnel File<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-28' style=';'><div id='questionWrap-28'  class='   watupro-question-id-338817'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>28. <\/span>Which social media channels are NOT available out-of-box?<\/div><input type='hidden' name='question_id[]' id='qID_28' value='338817' \/><input type='hidden' id='answerType338817' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338817[]' id='answer-id-1325359' class='answer   answerof-338817 ' value='1325359'   \/><label for='answer-id-1325359' id='answer-label-1325359' class=' answer'><span>Facebook<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338817[]' id='answer-id-1325360' class='answer   answerof-338817 ' value='1325360'   \/><label for='answer-id-1325360' id='answer-label-1325360' class=' answer'><span>Twitter<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338817[]' id='answer-id-1325361' class='answer   answerof-338817 ' value='1325361'   \/><label for='answer-id-1325361' id='answer-label-1325361' class=' answer'><span>LinkedIn<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338817[]' id='answer-id-1325362' class='answer   answerof-338817 ' value='1325362'   \/><label for='answer-id-1325362' id='answer-label-1325362' class=' answer'><span>All of the above<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338817[]' id='answer-id-1325363' class='answer   answerof-338817 ' value='1325363'   \/><label for='answer-id-1325363' id='answer-label-1325363' class=' answer'><span>None of the above<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-29' style=';'><div id='questionWrap-29'  class='   watupro-question-id-338818'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>29. <\/span>What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?<\/div><input type='hidden' name='question_id[]' id='qID_29' value='338818' \/><input type='hidden' id='answerType338818' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338818[]' id='answer-id-1325364' class='answer   answerof-338818 ' value='1325364'   \/><label for='answer-id-1325364' id='answer-label-1325364' class=' answer'><span>Selecting all the groups<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338818[]' id='answer-id-1325365' class='answer   answerof-338818 ' value='1325365'   \/><label for='answer-id-1325365' id='answer-label-1325365' class=' answer'><span>Selecting none of the groups<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338818[]' id='answer-id-1325366' class='answer   answerof-338818 ' value='1325366'   \/><label for='answer-id-1325366' id='answer-label-1325366' class=' answer'><span>Missing configuration<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338818[]' id='answer-id-1325367' class='answer   answerof-338818 ' value='1325367'   \/><label for='answer-id-1325367' id='answer-label-1325367' class=' answer'><span>Misconfigured<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-30' style=';'><div id='questionWrap-30'  class='   watupro-question-id-338819'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>30. <\/span>How many outbound email accounts are supported in Customer Service Management?<\/div><input type='hidden' name='question_id[]' id='qID_30' value='338819' \/><input type='hidden' id='answerType338819' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338819[]' id='answer-id-1325368' class='answer   answerof-338819 ' value='1325368'   \/><label for='answer-id-1325368' id='answer-label-1325368' class=' answer'><span>One<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338819[]' id='answer-id-1325369' class='answer   answerof-338819 ' value='1325369'   \/><label for='answer-id-1325369' id='answer-label-1325369' class=' answer'><span>Unlimited<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338819[]' id='answer-id-1325370' class='answer   answerof-338819 ' value='1325370'   \/><label for='answer-id-1325370' id='answer-label-1325370' class=' answer'><span>Two<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338819[]' id='answer-id-1325371' class='answer   answerof-338819 ' value='1325371'   \/><label for='answer-id-1325371' id='answer-label-1325371' class=' answer'><span>One per business service<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-31' style=';'><div id='questionWrap-31'  class='   watupro-question-id-338820'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>31. <\/span>What are features of Customer Service Management? (Choose four.)<\/div><input type='hidden' name='question_id[]' id='qID_31' value='338820' \/><input type='hidden' id='answerType338820' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338820[]' id='answer-id-1325372' class='answer   answerof-338820 ' value='1325372'   \/><label for='answer-id-1325372' id='answer-label-1325372' class=' answer'><span>Timed Audits<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338820[]' id='answer-id-1325373' class='answer   answerof-338820 ' value='1325373'   \/><label for='answer-id-1325373' id='answer-label-1325373' class=' answer'><span>Service Entitlements<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338820[]' id='answer-id-1325374' class='answer   answerof-338820 ' value='1325374'   \/><label for='answer-id-1325374' id='answer-label-1325374' class=' answer'><span>Demand Management<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338820[]' id='answer-id-1325375' class='answer   answerof-338820 ' value='1325375'   \/><label for='answer-id-1325375' id='answer-label-1325375' class=' answer'><span>Service Prospecting<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338820[]' id='answer-id-1325376' class='answer   answerof-338820 ' value='1325376'   \/><label for='answer-id-1325376' id='answer-label-1325376' class=' answer'><span>Real-time SLAs<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338820[]' id='answer-id-1325377' class='answer   answerof-338820 ' value='1325377'   \/><label for='answer-id-1325377' id='answer-label-1325377' class=' answer'><span>Service Contracts<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338820[]' id='answer-id-1325378' class='answer   answerof-338820 ' value='1325378'   \/><label for='answer-id-1325378' id='answer-label-1325378' class=' answer'><span>Skills-based routing<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-32' style=';'><div id='questionWrap-32'  class='   watupro-question-id-338821'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>32. <\/span>What are the Forum User Types? (Choose three.)<\/div><input type='hidden' name='question_id[]' id='qID_32' value='338821' \/><input type='hidden' id='answerType338821' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338821[]' id='answer-id-1325379' class='answer   answerof-338821 ' value='1325379'   \/><label for='answer-id-1325379' id='answer-label-1325379' class=' answer'><span>Admin<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338821[]' id='answer-id-1325380' class='answer   answerof-338821 ' value='1325380'   \/><label for='answer-id-1325380' id='answer-label-1325380' class=' answer'><span>Registered<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338821[]' id='answer-id-1325381' class='answer   answerof-338821 ' value='1325381'   \/><label for='answer-id-1325381' id='answer-label-1325381' class=' answer'><span>Public<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338821[]' id='answer-id-1325382' class='answer   answerof-338821 ' value='1325382'   \/><label for='answer-id-1325382' id='answer-label-1325382' class=' answer'><span>Custom<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338821[]' id='answer-id-1325383' class='answer   answerof-338821 ' value='1325383'   \/><label for='answer-id-1325383' id='answer-label-1325383' class=' answer'><span>Moderator<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-33' style=';'><div id='questionWrap-33'  class='   watupro-question-id-338822'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>33. <\/span>Which of the following are true regarding the Community Portal application? (Choose two.)<\/div><input type='hidden' name='question_id[]' id='qID_33' value='338822' \/><input type='hidden' id='answerType338822' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338822[]' id='answer-id-1325384' class='answer   answerof-338822 ' value='1325384'   \/><label for='answer-id-1325384' id='answer-label-1325384' class=' answer'><span>It is available to any customer with a Community license<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338822[]' id='answer-id-1325385' class='answer   answerof-338822 ' value='1325385'   \/><label for='answer-id-1325385' id='answer-label-1325385' class=' answer'><span>It is available by default with the Support and Service portals<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338822[]' id='answer-id-1325386' class='answer   answerof-338822 ' value='1325386'   \/><label for='answer-id-1325386' id='answer-label-1325386' class=' answer'><span>It is only available to CSM license holders<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338822[]' id='answer-id-1325387' class='answer   answerof-338822 ' value='1325387'   \/><label for='answer-id-1325387' id='answer-label-1325387' class=' answer'><span>Most of the configuration does not require System Administrator role<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-34' style=';'><div id='questionWrap-34'  class='   watupro-question-id-338823'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>34. <\/span>If only one user reports a content for moderation, the content will be hidden.<\/div><input type='hidden' name='question_id[]' id='qID_34' value='338823' \/><input type='hidden' id='answerType338823' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338823[]' id='answer-id-1325388' class='answer   answerof-338823 ' value='1325388'   \/><label for='answer-id-1325388' id='answer-label-1325388' class=' answer'><span>True<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338823[]' id='answer-id-1325389' class='answer   answerof-338823 ' value='1325389'   \/><label for='answer-id-1325389' id='answer-label-1325389' class=' answer'><span>False<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-35' style=';'><div id='questionWrap-35'  class='   watupro-question-id-338824'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>35. <\/span>The available case types are: (Choose two.)<\/div><input type='hidden' name='question_id[]' id='qID_35' value='338824' \/><input type='hidden' id='answerType338824' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338824[]' id='answer-id-1325390' class='answer   answerof-338824 ' value='1325390'   \/><label for='answer-id-1325390' id='answer-label-1325390' class=' answer'><span>Product Support<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338824[]' id='answer-id-1325391' class='answer   answerof-338824 ' value='1325391'   \/><label for='answer-id-1325391' id='answer-label-1325391' class=' answer'><span>Order<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338824[]' id='answer-id-1325392' class='answer   answerof-338824 ' value='1325392'   \/><label for='answer-id-1325392' id='answer-label-1325392' class=' answer'><span>Product<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338824[]' id='answer-id-1325393' class='answer   answerof-338824 ' value='1325393'   \/><label for='answer-id-1325393' id='answer-label-1325393' class=' answer'><span>Support<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-36' style=';'><div id='questionWrap-36'  class='   watupro-question-id-338825'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>36. <\/span>What is required to enable the Follow the sun field on the Customer Service Case form?<\/div><input type='hidden' name='question_id[]' id='qID_36' value='338825' \/><input type='hidden' id='answerType338825' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338825[]' id='answer-id-1325394' class='answer   answerof-338825 ' value='1325394'   \/><label for='answer-id-1325394' id='answer-label-1325394' class=' answer'><span>Nothing, it is a standard field<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338825[]' id='answer-id-1325395' class='answer   answerof-338825 ' value='1325395'   \/><label for='answer-id-1325395' id='answer-label-1325395' class=' answer'><span>The value property on the form must be set to true<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338825[]' id='answer-id-1325396' class='answer   answerof-338825 ' value='1325396'   \/><label for='answer-id-1325396' id='answer-label-1325396' class=' answer'><span>The plugin \u2018com.snc.csm_time_recording\u2019 needs to be activated<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338825[]' id='answer-id-1325397' class='answer   answerof-338825 ' value='1325397'   \/><label for='answer-id-1325397' id='answer-label-1325397' class=' answer'><span>The value property on the form must be set to true and the field added to the case form<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-37' style=';'><div id='questionWrap-37'  class='   watupro-question-id-338826'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>37. <\/span>In the Customer Service Management space, what does the term asset management mean?<\/div><input type='hidden' name='question_id[]' id='qID_37' value='338826' \/><input type='hidden' id='answerType338826' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338826[]' id='answer-id-1325398' class='answer   answerof-338826 ' value='1325398'   \/><label for='answer-id-1325398' id='answer-label-1325398' class=' answer'><span>Financial, contractual and inventory information of assets<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338826[]' id='answer-id-1325399' class='answer   answerof-338826 ' value='1325399'   \/><label for='answer-id-1325399' id='answer-label-1325399' class=' answer'><span>A set of business activities and processes used to track assets<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338826[]' id='answer-id-1325400' class='answer   answerof-338826 ' value='1325400'   \/><label for='answer-id-1325400' id='answer-label-1325400' class=' answer'><span>Tables in the Asset application<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338826[]' id='answer-id-1325401' class='answer   answerof-338826 ' value='1325401'   \/><label for='answer-id-1325401' id='answer-label-1325401' class=' answer'><span>Tracking products or services customers are using<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-38' style=';'><div id='questionWrap-38'  class='   watupro-question-id-338827'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>38. <\/span>Which of the following roles cannot update a consumer\u2019s record?<\/div><input type='hidden' name='question_id[]' id='qID_38' value='338827' \/><input type='hidden' id='answerType338827' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338827[]' id='answer-id-1325402' class='answer   answerof-338827 ' value='1325402'   \/><label for='answer-id-1325402' id='answer-label-1325402' class=' answer'><span>sn_customerservice_agent<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338827[]' id='answer-id-1325403' class='answer   answerof-338827 ' value='1325403'   \/><label for='answer-id-1325403' id='answer-label-1325403' class=' answer'><span>sn_customerservice_manager<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338827[]' id='answer-id-1325404' class='answer   answerof-338827 ' value='1325404'   \/><label for='answer-id-1325404' id='answer-label-1325404' class=' answer'><span>sn_customerservice.consumer_agent<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338827[]' id='answer-id-1325405' class='answer   answerof-338827 ' value='1325405'   \/><label for='answer-id-1325405' id='answer-label-1325405' class=' answer'><span>admin<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-39' style=';'><div id='questionWrap-39'  class='   watupro-question-id-338828'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>39. <\/span>Major Issue Management uses which one of the following capabilities?<\/div><input type='hidden' name='question_id[]' id='qID_39' value='338828' \/><input type='hidden' id='answerType338828' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338828[]' id='answer-id-1325406' class='answer   answerof-338828 ' value='1325406'   \/><label for='answer-id-1325406' id='answer-label-1325406' class=' answer'><span>Governance Risk and Control<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338828[]' id='answer-id-1325407' class='answer   answerof-338828 ' value='1325407'   \/><label for='answer-id-1325407' id='answer-label-1325407' class=' answer'><span>Targeted Communications<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338828[]' id='answer-id-1325408' class='answer   answerof-338828 ' value='1325408'   \/><label for='answer-id-1325408' id='answer-label-1325408' class=' answer'><span>Asset management<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338828[]' id='answer-id-1325409' class='answer   answerof-338828 ' value='1325409'   \/><label for='answer-id-1325409' id='answer-label-1325409' class=' answer'><span>Record producers<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-40' style=';'><div id='questionWrap-40'  class='   watupro-question-id-338829'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>40. <\/span>What is required to synchronize fields from a parent to a child case(s)?<\/div><input type='hidden' name='question_id[]' id='qID_40' value='338829' \/><input type='hidden' id='answerType338829' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338829[]' id='answer-id-1325410' class='answer   answerof-338829 ' value='1325410'   \/><label for='answer-id-1325410' id='answer-label-1325410' class=' answer'><span>The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338829[]' id='answer-id-1325411' class='answer   answerof-338829 ' value='1325411'   \/><label for='answer-id-1325411' id='answer-label-1325411' class=' answer'><span>Major Issue Management needs to be installed and certain properties enabled<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338829[]' id='answer-id-1325412' class='answer   answerof-338829 ' value='1325412'   \/><label for='answer-id-1325412' id='answer-label-1325412' class=' answer'><span>No action required, this is a standard Customer Service Management feature<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338829[]' id='answer-id-1325413' class='answer   answerof-338829 ' value='1325413'   \/><label for='answer-id-1325413' id='answer-label-1325413' class=' answer'><span>The role of sn_customerservice.customer_case_manager must be assigned<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-41' style=';'><div id='questionWrap-41'  class='   watupro-question-id-338830'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>41. <\/span>HOTSPOT <br \/>\r<br>Match the definitions for roles relationships. <br \/>\r<br><br><img decoding=\"async\" width=297 height=418 id=\"\u56fe\u7247 55\" src=\"https:\/\/www.dumpsbase.com\/freedumps\/wp-content\/uploads\/2024\/06\/image001-19.jpg\"><br><\/div><input type='hidden' name='question_id[]' id='qID_41' value='338830' \/><input type='hidden' id='answerType338830' value='textarea'><!-- end question-content--><\/div><div class='question-choices '><p><textarea name='answer-338830[]' id='textarea_q_338830' class='watupro-textarea-medium' rows='5' cols='80'><\/textarea>\n<\/p><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-42' style=';'><div id='questionWrap-42'  class='   watupro-question-id-338831'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>42. <\/span>Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)<\/div><input type='hidden' name='question_id[]' id='qID_42' value='338831' \/><input type='hidden' id='answerType338831' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338831[]' id='answer-id-1325415' class='answer   answerof-338831 ' value='1325415'   \/><label for='answer-id-1325415' id='answer-label-1325415' class=' answer'><span>Manage requests<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338831[]' id='answer-id-1325416' class='answer   answerof-338831 ' value='1325416'   \/><label for='answer-id-1325416' id='answer-label-1325416' class=' answer'><span>Execute assigned tasks<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338831[]' id='answer-id-1325417' class='answer   answerof-338831 ' value='1325417'   \/><label for='answer-id-1325417' id='answer-label-1325417' class=' answer'><span>Close work orders<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338831[]' id='answer-id-1325418' class='answer   answerof-338831 ' value='1325418'   \/><label for='answer-id-1325418' id='answer-label-1325418' class=' answer'><span>Manage cases<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338831[]' id='answer-id-1325419' class='answer   answerof-338831 ' value='1325419'   \/><label for='answer-id-1325419' id='answer-label-1325419' class=' answer'><span>Manage assets<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-43' style=';'><div id='questionWrap-43'  class='   watupro-question-id-338832'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>43. <\/span>Information in the Case Field \u2018Contact\u2019 is copied to which Incident Field?<\/div><input type='hidden' name='question_id[]' id='qID_43' value='338832' \/><input type='hidden' id='answerType338832' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338832[]' id='answer-id-1325420' class='answer   answerof-338832 ' value='1325420'   \/><label for='answer-id-1325420' id='answer-label-1325420' class=' answer'><span>Contact<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338832[]' id='answer-id-1325421' class='answer   answerof-338832 ' value='1325421'   \/><label for='answer-id-1325421' id='answer-label-1325421' class=' answer'><span>User<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338832[]' id='answer-id-1325422' class='answer   answerof-338832 ' value='1325422'   \/><label for='answer-id-1325422' id='answer-label-1325422' class=' answer'><span>Customer<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338832[]' id='answer-id-1325423' class='answer   answerof-338832 ' value='1325423'   \/><label for='answer-id-1325423' id='answer-label-1325423' class=' answer'><span>Caller<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-44' style=';'><div id='questionWrap-44'  class='   watupro-question-id-338833'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>44. <\/span>How many active OpenFrame configurations can you have on an instance?<\/div><input type='hidden' name='question_id[]' id='qID_44' value='338833' \/><input type='hidden' id='answerType338833' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338833[]' id='answer-id-1325424' class='answer   answerof-338833 ' value='1325424'   \/><label for='answer-id-1325424' id='answer-label-1325424' class=' answer'><span>2<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338833[]' id='answer-id-1325425' class='answer   answerof-338833 ' value='1325425'   \/><label for='answer-id-1325425' id='answer-label-1325425' class=' answer'><span>Unlimited<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338833[]' id='answer-id-1325426' class='answer   answerof-338833 ' value='1325426'   \/><label for='answer-id-1325426' id='answer-label-1325426' class=' answer'><span>1<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338833[]' id='answer-id-1325427' class='answer   answerof-338833 ' value='1325427'   \/><label for='answer-id-1325427' id='answer-label-1325427' class=' answer'><span>3<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-45' style=';'><div id='questionWrap-45'  class='   watupro-question-id-338834'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>45. <\/span>What are common types of application record data that are imported during a CSM data migration? (Choose two.)<\/div><input type='hidden' name='question_id[]' id='qID_45' value='338834' \/><input type='hidden' id='answerType338834' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338834[]' id='answer-id-1325428' class='answer   answerof-338834 ' value='1325428'   \/><label for='answer-id-1325428' id='answer-label-1325428' class=' answer'><span>Knowledge Article<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338834[]' id='answer-id-1325429' class='answer   answerof-338834 ' value='1325429'   \/><label for='answer-id-1325429' id='answer-label-1325429' class=' answer'><span>Accounts<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338834[]' id='answer-id-1325430' class='answer   answerof-338834 ' value='1325430'   \/><label for='answer-id-1325430' id='answer-label-1325430' class=' answer'><span>Chat<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338834[]' id='answer-id-1325431' class='answer   answerof-338834 ' value='1325431'   \/><label for='answer-id-1325431' id='answer-label-1325431' class=' answer'><span>Case<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-46' style=';'><div id='questionWrap-46'  class='   watupro-question-id-338835'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>46. <\/span>Which are the key self-service functions of the Customer Support Portal? (Choose three.)<\/div><input type='hidden' name='question_id[]' id='qID_46' value='338835' \/><input type='hidden' id='answerType338835' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338835[]' id='answer-id-1325432' class='answer   answerof-338835 ' value='1325432'   \/><label for='answer-id-1325432' id='answer-label-1325432' class=' answer'><span>Community<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338835[]' id='answer-id-1325433' class='answer   answerof-338835 ' value='1325433'   \/><label for='answer-id-1325433' id='answer-label-1325433' class=' answer'><span>Knowledge Base<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338835[]' id='answer-id-1325434' class='answer   answerof-338835 ' value='1325434'   \/><label for='answer-id-1325434' id='answer-label-1325434' class=' answer'><span>Open An Incident<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338835[]' id='answer-id-1325435' class='answer   answerof-338835 ' value='1325435'   \/><label for='answer-id-1325435' id='answer-label-1325435' class=' answer'><span>Service Catalog<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-47' style=';'><div id='questionWrap-47'  class='   watupro-question-id-338836'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>47. <\/span>Which of the following are channels? (Choose two.)<\/div><input type='hidden' name='question_id[]' id='qID_47' value='338836' \/><input type='hidden' id='answerType338836' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338836[]' id='answer-id-1325436' class='answer   answerof-338836 ' value='1325436'   \/><label for='answer-id-1325436' id='answer-label-1325436' class=' answer'><span>Contacts<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338836[]' id='answer-id-1325437' class='answer   answerof-338836 ' value='1325437'   \/><label for='answer-id-1325437' id='answer-label-1325437' class=' answer'><span>Web<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338836[]' id='answer-id-1325438' class='answer   answerof-338836 ' value='1325438'   \/><label for='answer-id-1325438' id='answer-label-1325438' class=' answer'><span>Chat<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338836[]' id='answer-id-1325439' class='answer   answerof-338836 ' value='1325439'   \/><label for='answer-id-1325439' id='answer-label-1325439' class=' answer'><span>Article<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-48' style=';'><div id='questionWrap-48'  class='   watupro-question-id-338837'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>48. <\/span>Out-of-the-box, the consumer support portal (\/csp) CANNOT be used for which one of the following actions?<\/div><input type='hidden' name='question_id[]' id='qID_48' value='338837' \/><input type='hidden' id='answerType338837' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338837[]' id='answer-id-1325440' class='answer   answerof-338837 ' value='1325440'   \/><label for='answer-id-1325440' id='answer-label-1325440' class=' answer'><span>Open an incident<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338837[]' id='answer-id-1325441' class='answer   answerof-338837 ' value='1325441'   \/><label for='answer-id-1325441' id='answer-label-1325441' class=' answer'><span>Viewing knowledge articles<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338837[]' id='answer-id-1325442' class='answer   answerof-338837 ' value='1325442'   \/><label for='answer-id-1325442' id='answer-label-1325442' class=' answer'><span>Live chat<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338837[]' id='answer-id-1325443' class='answer   answerof-338837 ' value='1325443'   \/><label for='answer-id-1325443' id='answer-label-1325443' class=' answer'><span>Consumer self-registration<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-49' style=';'><div id='questionWrap-49'  class='   watupro-question-id-338838'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>49. <\/span>The Customer Support Portal default configuration provides the following channels to interact with <br \/>\r<br>customers? <br \/>\r<br>(Choose two.)<\/div><input type='hidden' name='question_id[]' id='qID_49' value='338838' \/><input type='hidden' id='answerType338838' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338838[]' id='answer-id-1325444' class='answer   answerof-338838 ' value='1325444'   \/><label for='answer-id-1325444' id='answer-label-1325444' class=' answer'><span>Web<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338838[]' id='answer-id-1325445' class='answer   answerof-338838 ' value='1325445'   \/><label for='answer-id-1325445' id='answer-label-1325445' class=' answer'><span>Social<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338838[]' id='answer-id-1325446' class='answer   answerof-338838 ' value='1325446'   \/><label for='answer-id-1325446' id='answer-label-1325446' class=' answer'><span>Chat<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338838[]' id='answer-id-1325447' class='answer   answerof-338838 ' value='1325447'   \/><label for='answer-id-1325447' id='answer-label-1325447' class=' answer'><span>Email<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-50' style=';'><div id='questionWrap-50'  class='   watupro-question-id-338839'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>50. <\/span>HOTSPOT <br \/>\r<br>Match the business rule to its function in the Self-Service Portal. <br \/>\r<br><br><img decoding=\"async\" width=461 height=398 id=\"\u56fe\u7247 62\" src=\"https:\/\/www.dumpsbase.com\/freedumps\/wp-content\/uploads\/2024\/06\/image003-19.jpg\"><br><\/div><input type='hidden' name='question_id[]' id='qID_50' value='338839' \/><input type='hidden' id='answerType338839' value='textarea'><!-- end question-content--><\/div><div class='question-choices '><p><textarea name='answer-338839[]' id='textarea_q_338839' class='watupro-textarea-medium' rows='5' cols='80'><\/textarea>\n<\/p><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-51' style=';'><div id='questionWrap-51'  class='   watupro-question-id-338840'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>51. <\/span>The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.<\/div><input type='hidden' name='question_id[]' id='qID_51' value='338840' \/><input type='hidden' id='answerType338840' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338840[]' id='answer-id-1325449' class='answer   answerof-338840 ' value='1325449'   \/><label for='answer-id-1325449' id='answer-label-1325449' class=' answer'><span>True<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338840[]' id='answer-id-1325450' class='answer   answerof-338840 ' value='1325450'   \/><label for='answer-id-1325450' id='answer-label-1325450' class=' answer'><span>False<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-52' style=';'><div id='questionWrap-52'  class='   watupro-question-id-338841'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>52. <\/span>Read the use case below to determine if the customer service relationship is B2B or B2C. <br \/>\r<br>Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage is local to the customer and scheduled a technician to Mary\u2019s house.<\/div><input type='hidden' name='question_id[]' id='qID_52' value='338841' \/><input type='hidden' id='answerType338841' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338841[]' id='answer-id-1325451' class='answer   answerof-338841 ' value='1325451'   \/><label for='answer-id-1325451' id='answer-label-1325451' class=' answer'><span>B2C<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338841[]' id='answer-id-1325452' class='answer   answerof-338841 ' value='1325452'   \/><label for='answer-id-1325452' id='answer-label-1325452' class=' answer'><span>B2B<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-53' style=';'><div id='questionWrap-53'  class='   watupro-question-id-338842'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>53. <\/span>If the CSM Demo Data Plugin has been installed what are two options either of which will prepare that instance to be used as part of the release path to production? (Choose two.)<\/div><input type='hidden' name='question_id[]' id='qID_53' value='338842' \/><input type='hidden' id='answerType338842' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338842[]' id='answer-id-1325453' class='answer   answerof-338842 ' value='1325453'   \/><label for='answer-id-1325453' id='answer-label-1325453' class=' answer'><span>Zboot the instance<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338842[]' id='answer-id-1325454' class='answer   answerof-338842 ' value='1325454'   \/><label for='answer-id-1325454' id='answer-label-1325454' class=' answer'><span>Disable the Case Interceptor<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338842[]' id='answer-id-1325455' class='answer   answerof-338842 ' value='1325455'   \/><label for='answer-id-1325455' id='answer-label-1325455' class=' answer'><span>Remove the Demo Data via a HI Request<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338842[]' id='answer-id-1325456' class='answer   answerof-338842 ' value='1325456'   \/><label for='answer-id-1325456' id='answer-label-1325456' class=' answer'><span>Clone back to this instance from a valid instance<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-54' style=';'><div id='questionWrap-54'  class='   watupro-question-id-338843'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>54. <\/span>What criteria can be used to determine when a new inbound case should be opened?<\/div><input type='hidden' name='question_id[]' id='qID_54' value='338843' \/><input type='hidden' id='answerType338843' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338843[]' id='answer-id-1325457' class='answer   answerof-338843 ' value='1325457'   \/><label for='answer-id-1325457' id='answer-label-1325457' class=' answer'><span>When a new customer is created<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338843[]' id='answer-id-1325458' class='answer   answerof-338843 ' value='1325458'   \/><label for='answer-id-1325458' id='answer-label-1325458' class=' answer'><span>When an internal problem occurs<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338843[]' id='answer-id-1325459' class='answer   answerof-338843 ' value='1325459'   \/><label for='answer-id-1325459' id='answer-label-1325459' class=' answer'><span>When a customer has a question or issue to resolve<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338843[]' id='answer-id-1325460' class='answer   answerof-338843 ' value='1325460'   \/><label for='answer-id-1325460' id='answer-label-1325460' class=' answer'><span>When we have new marketing material for a customer<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-55' style=';'><div id='questionWrap-55'  class='   watupro-question-id-338844'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>55. <\/span>From a service provider\u2019s perspective, is the following a product or an asset? <br \/>\r<br>A cable modem model that the service provider sells.<\/div><input type='hidden' name='question_id[]' id='qID_55' value='338844' \/><input type='hidden' id='answerType338844' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338844[]' id='answer-id-1325461' class='answer   answerof-338844 ' value='1325461'   \/><label for='answer-id-1325461' id='answer-label-1325461' class=' answer'><span>Product<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338844[]' id='answer-id-1325462' class='answer   answerof-338844 ' value='1325462'   \/><label for='answer-id-1325462' id='answer-label-1325462' class=' answer'><span>Asset<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-56' style=';'><div id='questionWrap-56'  class='   watupro-question-id-338845'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>56. <\/span>Partner admin contacts have access to the data of both their partner accounts and customer accounts.<\/div><input type='hidden' name='question_id[]' id='qID_56' value='338845' \/><input type='hidden' id='answerType338845' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338845[]' id='answer-id-1325463' class='answer   answerof-338845 ' value='1325463'   \/><label for='answer-id-1325463' id='answer-label-1325463' class=' answer'><span>True<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338845[]' id='answer-id-1325464' class='answer   answerof-338845 ' value='1325464'   \/><label for='answer-id-1325464' id='answer-label-1325464' class=' answer'><span>False<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-57' style=';'><div id='questionWrap-57'  class='   watupro-question-id-338846'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>57. <\/span>Which of the following are best practice with regard to data imports? (Choose two.)<\/div><input type='hidden' name='question_id[]' id='qID_57' value='338846' \/><input type='hidden' id='answerType338846' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338846[]' id='answer-id-1325465' class='answer   answerof-338846 ' value='1325465'   \/><label for='answer-id-1325465' id='answer-label-1325465' class=' answer'><span>When importing to multiple instances import to each instance separately.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338846[]' id='answer-id-1325466' class='answer   answerof-338846 ' value='1325466'   \/><label for='answer-id-1325466' id='answer-label-1325466' class=' answer'><span>Use ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather than in the legacy repository.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338846[]' id='answer-id-1325467' class='answer   answerof-338846 ' value='1325467'   \/><label for='answer-id-1325467' id='answer-label-1325467' class=' answer'><span>Ensure the field data lengths in ServiceNow are adequate for the imported data because ServiceNow does not automatically adjust the length.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338846[]' id='answer-id-1325468' class='answer   answerof-338846 ' value='1325468'   \/><label for='answer-id-1325468' id='answer-label-1325468' class=' answer'><span>Images embedded in Knowledge Articles should be uploaded separately<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-58' style=';'><div id='questionWrap-58'  class='   watupro-question-id-338847'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>58. <\/span>Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.<\/div><input type='hidden' name='question_id[]' id='qID_58' value='338847' \/><input type='hidden' id='answerType338847' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338847[]' id='answer-id-1325469' class='answer   answerof-338847 ' value='1325469'   \/><label for='answer-id-1325469' id='answer-label-1325469' class=' answer'><span>True<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338847[]' id='answer-id-1325470' class='answer   answerof-338847 ' value='1325470'   \/><label for='answer-id-1325470' id='answer-label-1325470' class=' answer'><span>False<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-59' style=';'><div id='questionWrap-59'  class='   watupro-question-id-338848'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>59. <\/span>Configure chat for Agent Workspace so that agents can interact with their customers. <br \/>\r<br>From a chat, agents can:<\/div><input type='hidden' name='question_id[]' id='qID_59' value='338848' \/><input type='hidden' id='answerType338848' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338848[]' id='answer-id-1325471' class='answer   answerof-338848 ' value='1325471'   \/><label for='answer-id-1325471' id='answer-label-1325471' class=' answer'><span>Escalate the chat to virtual agent<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338848[]' id='answer-id-1325472' class='answer   answerof-338848 ' value='1325472'   \/><label for='answer-id-1325472' id='answer-label-1325472' class=' answer'><span>Create a record, such as an incident or a case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338848[]' id='answer-id-1325473' class='answer   answerof-338848 ' value='1325473'   \/><label for='answer-id-1325473' id='answer-label-1325473' class=' answer'><span>Escalate the chat to another agent<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338848[]' id='answer-id-1325474' class='answer   answerof-338848 ' value='1325474'   \/><label for='answer-id-1325474' id='answer-label-1325474' class=' answer'><span>Respond to questions<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-60' style=';'><div id='questionWrap-60'  class='   watupro-question-id-338849'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>60. <\/span>_____________________ 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.<\/div><input type='hidden' name='question_id[]' id='qID_60' value='338849' \/><input type='hidden' id='answerType338849' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338849[]' id='answer-id-1325475' class='answer   answerof-338849 ' value='1325475'   \/><label for='answer-id-1325475' id='answer-label-1325475' class=' answer'><span>Partner [sn_customerservice.partner]<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338849[]' id='answer-id-1325476' class='answer   answerof-338849 ' value='1325476'   \/><label for='answer-id-1325476' id='answer-label-1325476' class=' answer'><span>Agent [sn_customerservice_agent]<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338849[]' id='answer-id-1325477' class='answer   answerof-338849 ' value='1325477'   \/><label for='answer-id-1325477' id='answer-label-1325477' class=' answer'><span>Consumer Agent [sn_customerservice.consumer_agent]<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338849[]' id='answer-id-1325478' class='answer   answerof-338849 ' value='1325478'   \/><label for='answer-id-1325478' id='answer-label-1325478' class=' answer'><span>Agent manager [sn_customerservice_manager]<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338849[]' id='answer-id-1325479' class='answer   answerof-338849 ' value='1325479'   \/><label for='answer-id-1325479' id='answer-label-1325479' class=' answer'><span>Customer case manager [sn_customerservice.customer_case_manager]<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338849[]' id='answer-id-1325480' class='answer   answerof-338849 ' value='1325480'   \/><label for='answer-id-1325480' id='answer-label-1325480' class=' answer'><span>Customer administrator [sn_customerservice.customer_admin]<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-61' style=';'><div id='questionWrap-61'  class='   watupro-question-id-338850'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>61. <\/span>Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.<\/div><input type='hidden' name='question_id[]' id='qID_61' value='338850' \/><input type='hidden' id='answerType338850' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338850[]' id='answer-id-1325481' class='answer   answerof-338850 ' value='1325481'   \/><label for='answer-id-1325481' id='answer-label-1325481' class=' answer'><span>sn_shn.max_num_alerts<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338850[]' id='answer-id-1325482' class='answer   answerof-338850 ' value='1325482'   \/><label for='answer-id-1325482' id='answer-label-1325482' class=' answer'><span>sn_shn.note_preferences<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338850[]' id='answer-id-1325483' class='answer   answerof-338850 ' value='1325483'   \/><label for='answer-id-1325483' id='answer-label-1325483' class=' answer'><span>sn_shn.popup_width<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-62' style=';'><div id='questionWrap-62'  class='   watupro-question-id-338851'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>62. <\/span>Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin?<\/div><input type='hidden' name='question_id[]' id='qID_62' value='338851' \/><input type='hidden' id='answerType338851' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338851[]' id='answer-id-1325484' class='answer   answerof-338851 ' value='1325484'   \/><label for='answer-id-1325484' id='answer-label-1325484' class=' answer'><span>Maybe<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338851[]' id='answer-id-1325485' class='answer   answerof-338851 ' value='1325485'   \/><label for='answer-id-1325485' id='answer-label-1325485' class=' answer'><span>No<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338851[]' id='answer-id-1325486' class='answer   answerof-338851 ' value='1325486'   \/><label for='answer-id-1325486' id='answer-label-1325486' class=' answer'><span>Yes<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338851[]' id='answer-id-1325487' class='answer   answerof-338851 ' value='1325487'   \/><label for='answer-id-1325487' id='answer-label-1325487' class=' answer'><span>I don't know<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-63' style=';'><div id='questionWrap-63'  class='   watupro-question-id-338852'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>63. <\/span>True\/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace.<\/div><input type='hidden' name='question_id[]' id='qID_63' value='338852' \/><input type='hidden' id='answerType338852' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338852[]' id='answer-id-1325488' class='answer   answerof-338852 ' value='1325488'   \/><label for='answer-id-1325488' id='answer-label-1325488' class=' answer'><span>False<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338852[]' id='answer-id-1325489' class='answer   answerof-338852 ' value='1325489'   \/><label for='answer-id-1325489' id='answer-label-1325489' class=' answer'><span>True<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-64' style=';'><div id='questionWrap-64'  class='   watupro-question-id-338853'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>64. <\/span>________________ is a role for managing all of the cases in an account and any related child accounts.<\/div><input type='hidden' name='question_id[]' id='qID_64' value='338853' \/><input type='hidden' id='answerType338853' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338853[]' id='answer-id-1325490' class='answer   answerof-338853 ' value='1325490'   \/><label for='answer-id-1325490' id='answer-label-1325490' class=' answer'><span>Partner administrator [sn_customerservice.partner_admin]<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338853[]' id='answer-id-1325491' class='answer   answerof-338853 ' value='1325491'   \/><label for='answer-id-1325491' id='answer-label-1325491' class=' answer'><span>Consumer [sn_customerservice.consumer]<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338853[]' id='answer-id-1325492' class='answer   answerof-338853 ' value='1325492'   \/><label for='answer-id-1325492' id='answer-label-1325492' class=' answer'><span>Customer [sn_customerservice.customer]<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338853[]' id='answer-id-1325493' class='answer   answerof-338853 ' value='1325493'   \/><label for='answer-id-1325493' id='answer-label-1325493' class=' answer'><span>Partner [sn_customerservice.partner]<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338853[]' id='answer-id-1325494' class='answer   answerof-338853 ' value='1325494'   \/><label for='answer-id-1325494' id='answer-label-1325494' class=' answer'><span>Customer case manager [sn_customerservice.customer_case_manager]<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338853[]' id='answer-id-1325495' class='answer   answerof-338853 ' value='1325495'   \/><label for='answer-id-1325495' id='answer-label-1325495' class=' answer'><span>Customer administrator [sn_customerservice.customer_admin]<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-65' style=';'><div id='questionWrap-65'  class='   watupro-question-id-338854'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>65. <\/span>Entitlements specify the level of service provided to customers.<\/div><input type='hidden' name='question_id[]' id='qID_65' value='338854' \/><input type='hidden' id='answerType338854' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338854[]' id='answer-id-1325496' class='answer   answerof-338854 ' value='1325496'   \/><label for='answer-id-1325496' id='answer-label-1325496' class=' answer'><span>False<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338854[]' id='answer-id-1325497' class='answer   answerof-338854 ' value='1325497'   \/><label for='answer-id-1325497' id='answer-label-1325497' class=' answer'><span>True<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-66' style=';'><div id='questionWrap-66'  class='   watupro-question-id-338855'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>66. <\/span>What is the purpose of the Guided Decisions capability?<\/div><input type='hidden' name='question_id[]' id='qID_66' value='338855' \/><input type='hidden' id='answerType338855' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338855[]' id='answer-id-1325498' class='answer   answerof-338855 ' value='1325498'   \/><label for='answer-id-1325498' id='answer-label-1325498' class=' answer'><span>Provide agents with an escalation guide<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338855[]' id='answer-id-1325499' class='answer   answerof-338855 ' value='1325499'   \/><label for='answer-id-1325499' id='answer-label-1325499' class=' answer'><span>Guide agents through account management<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338855[]' id='answer-id-1325500' class='answer   answerof-338855 ' value='1325500'   \/><label for='answer-id-1325500' id='answer-label-1325500' class=' answer'><span>Dynamically guide agents to help resolve complex cases<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338855[]' id='answer-id-1325501' class='answer   answerof-338855 ' value='1325501'   \/><label for='answer-id-1325501' id='answer-label-1325501' class=' answer'><span>Provide agents with a knowledge guide<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-67' style=';'><div id='questionWrap-67'  class='   watupro-question-id-338856'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>67. <\/span>Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?<\/div><input type='hidden' name='question_id[]' id='qID_67' value='338856' \/><input type='hidden' id='answerType338856' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338856[]' id='answer-id-1325502' class='answer   answerof-338856 ' value='1325502'   \/><label for='answer-id-1325502' id='answer-label-1325502' class=' answer'><span>Case Performance<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338856[]' id='answer-id-1325503' class='answer   answerof-338856 ' value='1325503'   \/><label for='answer-id-1325503' id='answer-label-1325503' class=' answer'><span>Case Analytics<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338856[]' id='answer-id-1325504' class='answer   answerof-338856 ' value='1325504'   \/><label for='answer-id-1325504' id='answer-label-1325504' class=' answer'><span>Case Digest<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338856[]' id='answer-id-1325505' class='answer   answerof-338856 ' value='1325505'   \/><label for='answer-id-1325505' id='answer-label-1325505' class=' answer'><span>Case Spotlight<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-68' style=';'><div id='questionWrap-68'  class='   watupro-question-id-338857'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>68. <\/span>During which Now Create stage are workshops conducted?<\/div><input type='hidden' name='question_id[]' id='qID_68' value='338857' \/><input type='hidden' id='answerType338857' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338857[]' id='answer-id-1325506' class='answer   answerof-338857 ' value='1325506'   \/><label for='answer-id-1325506' id='answer-label-1325506' class=' answer'><span>Execute<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338857[]' id='answer-id-1325507' class='answer   answerof-338857 ' value='1325507'   \/><label for='answer-id-1325507' id='answer-label-1325507' class=' answer'><span>Initiate<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338857[]' id='answer-id-1325508' class='answer   answerof-338857 ' value='1325508'   \/><label for='answer-id-1325508' id='answer-label-1325508' class=' answer'><span>Deliver<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338857[]' id='answer-id-1325509' class='answer   answerof-338857 ' value='1325509'   \/><label for='answer-id-1325509' id='answer-label-1325509' class=' answer'><span>Plan<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338857[]' id='answer-id-1325510' class='answer   answerof-338857 ' value='1325510'   \/><label for='answer-id-1325510' id='answer-label-1325510' class=' answer'><span>Close<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-69' style=';'><div id='questionWrap-69'  class='   watupro-question-id-338858'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>69. <\/span>Which application must be activated to enable customers to check in on-line for future appointments?<\/div><input type='hidden' name='question_id[]' id='qID_69' value='338858' \/><input type='hidden' id='answerType338858' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338858[]' id='answer-id-1325511' class='answer   answerof-338858 ' value='1325511'   \/><label for='answer-id-1325511' id='answer-label-1325511' class=' answer'><span>Business Location<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338858[]' id='answer-id-1325512' class='answer   answerof-338858 ' value='1325512'   \/><label for='answer-id-1325512' id='answer-label-1325512' class=' answer'><span>Walk-Up Experience<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338858[]' id='answer-id-1325513' class='answer   answerof-338858 ' value='1325513'   \/><label for='answer-id-1325513' id='answer-label-1325513' class=' answer'><span>Field Service Management<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338858[]' id='answer-id-1325514' class='answer   answerof-338858 ' value='1325514'   \/><label for='answer-id-1325514' id='answer-label-1325514' class=' answer'><span>Service Organization<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-70' style=';'><div id='questionWrap-70'  class='   watupro-question-id-338859'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>70. <\/span>What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)<\/div><input type='hidden' name='question_id[]' id='qID_70' value='338859' \/><input type='hidden' id='answerType338859' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338859[]' id='answer-id-1325515' class='answer   answerof-338859 ' value='1325515'   \/><label for='answer-id-1325515' id='answer-label-1325515' class=' answer'><span>Knowledge and skills required for agents<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338859[]' id='answer-id-1325516' class='answer   answerof-338859 ' value='1325516'   \/><label for='answer-id-1325516' id='answer-label-1325516' class=' answer'><span>Geographical location of customer<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338859[]' id='answer-id-1325517' class='answer   answerof-338859 ' value='1325517'   \/><label for='answer-id-1325517' id='answer-label-1325517' class=' answer'><span>Languages spoken by agents<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338859[]' id='answer-id-1325518' class='answer   answerof-338859 ' value='1325518'   \/><label for='answer-id-1325518' id='answer-label-1325518' class=' answer'><span>Number and type of support tools available<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338859[]' id='answer-id-1325519' class='answer   answerof-338859 ' value='1325519'   \/><label for='answer-id-1325519' id='answer-label-1325519' class=' answer'><span>Number of customer service portals used<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338859[]' id='answer-id-1325520' class='answer   answerof-338859 ' value='1325520'   \/><label for='answer-id-1325520' id='answer-label-1325520' class=' answer'><span>Number of agents required<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-71' style=';'><div id='questionWrap-71'  class='   watupro-question-id-338860'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>71. <\/span>What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?<\/div><input type='hidden' name='question_id[]' id='qID_71' value='338860' \/><input type='hidden' id='answerType338860' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338860[]' id='answer-id-1325521' class='answer   answerof-338860 ' value='1325521'   \/><label for='answer-id-1325521' id='answer-label-1325521' class=' answer'><span>Web<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338860[]' id='answer-id-1325522' class='answer   answerof-338860 ' value='1325522'   \/><label for='answer-id-1325522' id='answer-label-1325522' class=' answer'><span>Catalog<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338860[]' id='answer-id-1325523' class='answer   answerof-338860 ' value='1325523'   \/><label for='answer-id-1325523' id='answer-label-1325523' class=' answer'><span>Portal<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338860[]' id='answer-id-1325524' class='answer   answerof-338860 ' value='1325524'   \/><label for='answer-id-1325524' id='answer-label-1325524' class=' answer'><span>Virtual Agent<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-72' style=';'><div id='questionWrap-72'  class='   watupro-question-id-338861'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>72. <\/span>When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?<\/div><input type='hidden' name='question_id[]' id='qID_72' value='338861' \/><input type='hidden' id='answerType338861' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338861[]' id='answer-id-1325525' class='answer   answerof-338861 ' value='1325525'   \/><label for='answer-id-1325525' id='answer-label-1325525' class=' answer'><span>Order<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338861[]' id='answer-id-1325526' class='answer   answerof-338861 ' value='1325526'   \/><label for='answer-id-1325526' id='answer-label-1325526' class=' answer'><span>Contract<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338861[]' id='answer-id-1325527' class='answer   answerof-338861 ' value='1325527'   \/><label for='answer-id-1325527' id='answer-label-1325527' class=' answer'><span>FAQ<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338861[]' id='answer-id-1325528' class='answer   answerof-338861 ' value='1325528'   \/><label for='answer-id-1325528' id='answer-label-1325528' class=' answer'><span>Monitoring<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338861[]' id='answer-id-1325529' class='answer   answerof-338861 ' value='1325529'   \/><label for='answer-id-1325529' id='answer-label-1325529' class=' answer'><span>Request<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338861[]' id='answer-id-1325530' class='answer   answerof-338861 ' value='1325530'   \/><label for='answer-id-1325530' id='answer-label-1325530' class=' answer'><span>Billing<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-73' style=';'><div id='questionWrap-73'  class='   watupro-question-id-338862'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>73. <\/span>What\u2019s the purpose of the Deactivate Special Handling Notes Scheduled Job?<\/div><input type='hidden' name='question_id[]' id='qID_73' value='338862' \/><input type='hidden' id='answerType338862' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338862[]' id='answer-id-1325531' class='answer   answerof-338862 ' value='1325531'   \/><label for='answer-id-1325531' id='answer-label-1325531' class=' answer'><span>Runs at the end of the month and deactivates all Special Handling notes more than 30 days old<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338862[]' id='answer-id-1325532' class='answer   answerof-338862 ' value='1325532'   \/><label for='answer-id-1325532' id='answer-label-1325532' class=' answer'><span>Runs weekly and must have the Active checkbox unchecked in order for Special Handling notes to be deleted by the end of the week<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338862[]' id='answer-id-1325533' class='answer   answerof-338862 ' value='1325533'   \/><label for='answer-id-1325533' id='answer-label-1325533' class=' answer'><span>Runs on demand by the System Admin who must set specific weekly schedules and set only those that are priority 1-critical to be deactivated<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338862[]' id='answer-id-1325534' class='answer   answerof-338862 ' value='1325534'   \/><label for='answer-id-1325534' id='answer-label-1325534' class=' answer'><span>Runs daily at midnight, checks all active alerts and sets the status to Expired for those that have reached their expiration dates<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-74' style=';'><div id='questionWrap-74'  class='   watupro-question-id-338863'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>74. <\/span>What does the Agent Whisper function do?<\/div><input type='hidden' name='question_id[]' id='qID_74' value='338863' \/><input type='hidden' id='answerType338863' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338863[]' id='answer-id-1325535' class='answer   answerof-338863 ' value='1325535'   \/><label for='answer-id-1325535' id='answer-label-1325535' class=' answer'><span>Lets agents and chat supervisors have a conversation without the requester knowing<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338863[]' id='answer-id-1325536' class='answer   answerof-338863 ' value='1325536'   \/><label for='answer-id-1325536' id='answer-label-1325536' class=' answer'><span>Lets the chat supervisors have a conversation with the requester without the agent knowing<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338863[]' id='answer-id-1325537' class='answer   answerof-338863 ' value='1325537'   \/><label for='answer-id-1325537' id='answer-label-1325537' class=' answer'><span>Lets agents have chat conversations with other agents without the requester knowing<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338863[]' id='answer-id-1325538' class='answer   answerof-338863 ' value='1325538'   \/><label for='answer-id-1325538' id='answer-label-1325538' class=' answer'><span>Lets agents and requesters have a conversation without the chat supervisor knowing<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-75' style=';'><div id='questionWrap-75'  class='   watupro-question-id-338864'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>75. <\/span>Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)<\/div><input type='hidden' name='question_id[]' id='qID_75' value='338864' \/><input type='hidden' id='answerType338864' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338864[]' id='answer-id-1325539' class='answer   answerof-338864 ' value='1325539'   \/><label for='answer-id-1325539' id='answer-label-1325539' class=' answer'><span>Contact (customer_contact)<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338864[]' id='answer-id-1325540' class='answer   answerof-338864 ' value='1325540'   \/><label for='answer-id-1325540' id='answer-label-1325540' class=' answer'><span>Consumer User (csm_consumer-user)<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338864[]' id='answer-id-1325541' class='answer   answerof-338864 ' value='1325541'   \/><label for='answer-id-1325541' id='answer-label-1325541' class=' answer'><span>Consumer (csm_consumer)<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338864[]' id='answer-id-1325542' class='answer   answerof-338864 ' value='1325542'   \/><label for='answer-id-1325542' id='answer-label-1325542' class=' answer'><span>CSM User (csm_user)<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-76' style=';'><div id='questionWrap-76'  class='   watupro-question-id-338865'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>76. <\/span>Who can create a customer service case from a community discussion? (Choose two.)<\/div><input type='hidden' name='question_id[]' id='qID_76' value='338865' \/><input type='hidden' id='answerType338865' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338865[]' id='answer-id-1325543' class='answer   answerof-338865 ' value='1325543'   \/><label for='answer-id-1325543' id='answer-label-1325543' class=' answer'><span>Customer service agent (sn_customerservice_agent)<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338865[]' id='answer-id-1325544' class='answer   answerof-338865 ' value='1325544'   \/><label for='answer-id-1325544' id='answer-label-1325544' class=' answer'><span>Proxy case creator (sn_customerservice.proxy_case_creator)<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338865[]' id='answer-id-1325545' class='answer   answerof-338865 ' value='1325545'   \/><label for='answer-id-1325545' id='answer-label-1325545' class=' answer'><span>Partner (sn_customerservice.partner)<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338865[]' id='answer-id-1325546' class='answer   answerof-338865 ' value='1325546'   \/><label for='answer-id-1325546' id='answer-label-1325546' class=' answer'><span>Case Viewer (sn_customerservice.case_viewer)<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-77' style=';'><div id='questionWrap-77'  class='   watupro-question-id-338866'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>77. <\/span>Which CSM Configurable Workspace feature enables agents to quickly view records in the contextual side panel without switching tabs?<\/div><input type='hidden' name='question_id[]' id='qID_77' value='338866' \/><input type='hidden' id='answerType338866' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338866[]' id='answer-id-1325547' class='answer   answerof-338866 ' value='1325547'   \/><label for='answer-id-1325547' id='answer-label-1325547' class=' answer'><span>Contextual Search<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338866[]' id='answer-id-1325548' class='answer   answerof-338866 ' value='1325548'   \/><label for='answer-id-1325548' id='answer-label-1325548' class=' answer'><span>Agent Assist<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338866[]' id='answer-id-1325549' class='answer   answerof-338866 ' value='1325549'   \/><label for='answer-id-1325549' id='answer-label-1325549' class=' answer'><span>Dynamic Related Records<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338866[]' id='answer-id-1325550' class='answer   answerof-338866 ' value='1325550'   \/><label for='answer-id-1325550' id='answer-label-1325550' class=' answer'><span>Record Information<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-78' style=';'><div id='questionWrap-78'  class='   watupro-question-id-338867'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>78. <\/span>With the Auto Close Resolved Cases flow enabled, and using its default settings, when will a reminder be sent to a non-responsive customer?<\/div><input type='hidden' name='question_id[]' id='qID_78' value='338867' \/><input type='hidden' id='answerType338867' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338867[]' id='answer-id-1325551' class='answer   answerof-338867 ' value='1325551'   \/><label for='answer-id-1325551' id='answer-label-1325551' class=' answer'><span>After 3 days<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338867[]' id='answer-id-1325552' class='answer   answerof-338867 ' value='1325552'   \/><label for='answer-id-1325552' id='answer-label-1325552' class=' answer'><span>After 5 days<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338867[]' id='answer-id-1325553' class='answer   answerof-338867 ' value='1325553'   \/><label for='answer-id-1325553' id='answer-label-1325553' class=' answer'><span>After 1 day<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338867[]' id='answer-id-1325554' class='answer   answerof-338867 ' value='1325554'   \/><label for='answer-id-1325554' id='answer-label-1325554' class=' answer'><span>After 7 days<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-79' style=';'><div id='questionWrap-79'  class='   watupro-question-id-338868'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>79. <\/span>The self-registration feature enables new customer contacts to submit registration requests from the customer portal. <br \/>\r<br>Which role is responsible for creating the unique registration code for each account?<\/div><input type='hidden' name='question_id[]' id='qID_79' value='338868' \/><input type='hidden' id='answerType338868' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338868[]' id='answer-id-1325555' class='answer   answerof-338868 ' value='1325555'   \/><label for='answer-id-1325555' id='answer-label-1325555' class=' answer'><span>Customer Service Manager (sn_customerservice_manager)<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338868[]' id='answer-id-1325556' class='answer   answerof-338868 ' value='1325556'   \/><label for='answer-id-1325556' id='answer-label-1325556' class=' answer'><span>System administrator (admin)<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338868[]' id='answer-id-1325557' class='answer   answerof-338868 ' value='1325557'   \/><label for='answer-id-1325557' id='answer-label-1325557' class=' answer'><span>Service organization administrator (sn_customerservice.service_organization_admin)<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338868[]' id='answer-id-1325558' class='answer   answerof-338868 ' value='1325558'   \/><label for='answer-id-1325558' id='answer-label-1325558' class=' answer'><span>Customer admin (sn_customerservice.customer_admin)<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-80' style=';'><div id='questionWrap-80'  class='   watupro-question-id-338869'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>80. <\/span>What action is required to enable agents to create an incident record for a case?<\/div><input type='hidden' name='question_id[]' id='qID_80' value='338869' \/><input type='hidden' id='answerType338869' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338869[]' id='answer-id-1325559' class='answer   answerof-338869 ' value='1325559'   \/><label for='answer-id-1325559' id='answer-label-1325559' class=' answer'><span>They must be assigned with the read role for incident<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338869[]' id='answer-id-1325560' class='answer   answerof-338869 ' value='1325560'   \/><label for='answer-id-1325560' id='answer-label-1325560' class=' answer'><span>They must be assigned with the itil role<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338869[]' id='answer-id-1325561' class='answer   answerof-338869 ' value='1325561'   \/><label for='answer-id-1325561' id='answer-label-1325561' class=' answer'><span>They must be assigned with the snc_intemal role<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338869[]' id='answer-id-1325562' class='answer   answerof-338869 ' value='1325562'   \/><label for='answer-id-1325562' id='answer-label-1325562' class=' answer'><span>They must be assigned with the sn_customerservice.itsm_contributor role<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-81' style=';'><div id='questionWrap-81'  class='   watupro-question-id-338870'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>81. <\/span>In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)<\/div><input type='hidden' name='question_id[]' id='qID_81' value='338870' \/><input type='hidden' id='answerType338870' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338870[]' id='answer-id-1325563' class='answer   answerof-338870 ' value='1325563'   \/><label for='answer-id-1325563' id='answer-label-1325563' class=' answer'><span>Blocked by approval<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338870[]' id='answer-id-1325564' class='answer   answerof-338870 ' value='1325564'   \/><label for='answer-id-1325564' id='answer-label-1325564' class=' answer'><span>Blocked by case task<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338870[]' id='answer-id-1325565' class='answer   answerof-338870 ' value='1325565'   \/><label for='answer-id-1325565' id='answer-label-1325565' class=' answer'><span>Blocked internally and by customer<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338870[]' id='answer-id-1325566' class='answer   answerof-338870 ' value='1325566'   \/><label for='answer-id-1325566' id='answer-label-1325566' class=' answer'><span>Blocked by internally<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-82' style=';'><div id='questionWrap-82'  class='   watupro-question-id-338871'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>82. <\/span>Which of the following are correct for parent\/child synchronization? (Choose two.)<\/div><input type='hidden' name='question_id[]' id='qID_82' value='338871' \/><input type='hidden' id='answerType338871' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338871[]' id='answer-id-1325567' class='answer   answerof-338871 ' value='1325567'   \/><label for='answer-id-1325567' id='answer-label-1325567' class=' answer'><span>Multiple child cases can be managed from a parent case as in Major Issue Management<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338871[]' id='answer-id-1325568' class='answer   answerof-338871 ' value='1325568'   \/><label for='answer-id-1325568' id='answer-label-1325568' class=' answer'><span>The Administrator can choose which fields to synchronize from parent to child cases<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338871[]' id='answer-id-1325569' class='answer   answerof-338871 ' value='1325569'   \/><label for='answer-id-1325569' id='answer-label-1325569' class=' answer'><span>Parent to child cases can be synchronized regardless of which state the case is in<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338871[]' id='answer-id-1325570' class='answer   answerof-338871 ' value='1325570'   \/><label for='answer-id-1325570' id='answer-label-1325570' class=' answer'><span>The property to synchronize parent to child cases is automatically enabled<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-83' style=';'><div id='questionWrap-83'  class='   watupro-question-id-338872'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>83. <\/span>When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?<\/div><input type='hidden' name='question_id[]' id='qID_83' value='338872' \/><input type='hidden' id='answerType338872' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338872[]' id='answer-id-1325571' class='answer   answerof-338872 ' value='1325571'   \/><label for='answer-id-1325571' id='answer-label-1325571' class=' answer'><span>Social Channels<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338872[]' id='answer-id-1325572' class='answer   answerof-338872 ' value='1325572'   \/><label for='answer-id-1325572' id='answer-label-1325572' class=' answer'><span>Social Profiles<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338872[]' id='answer-id-1325573' class='answer   answerof-338872 ' value='1325573'   \/><label for='answer-id-1325573' id='answer-label-1325573' class=' answer'><span>Social Logs<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338872[]' id='answer-id-1325574' class='answer   answerof-338872 ' value='1325574'   \/><label for='answer-id-1325574' id='answer-label-1325574' class=' answer'><span>Work notes<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338872[]' id='answer-id-1325575' class='answer   answerof-338872 ' value='1325575'   \/><label for='answer-id-1325575' id='answer-label-1325575' class=' answer'><span>Additional comments<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-84' style=';'><div id='questionWrap-84'  class='   watupro-question-id-338873'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>84. <\/span>Once a major case candidate is approved a major case is created. <br \/>\r<br>What then happens to the customer case?<\/div><input type='hidden' name='question_id[]' id='qID_84' value='338873' \/><input type='hidden' id='answerType338873' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338873[]' id='answer-id-1325576' class='answer   answerof-338873 ' value='1325576'   \/><label for='answer-id-1325576' id='answer-label-1325576' class=' answer'><span>The customer case becomes a child case of the major case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338873[]' id='answer-id-1325577' class='answer   answerof-338873 ' value='1325577'   \/><label for='answer-id-1325577' id='answer-label-1325577' class=' answer'><span>The customer case will be automatically closed<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338873[]' id='answer-id-1325578' class='answer   answerof-338873 ' value='1325578'   \/><label for='answer-id-1325578' id='answer-label-1325578' class=' answer'><span>The customer case becomes the parent case of the major case<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338873[]' id='answer-id-1325579' class='answer   answerof-338873 ' value='1325579'   \/><label for='answer-id-1325579' id='answer-label-1325579' class=' answer'><span>The customer case will automatically be related to a problem<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-85' style=';'><div id='questionWrap-85'  class='   watupro-question-id-338874'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>85. <\/span>What are the types of units used to measure entitlements? (Choose two.)<\/div><input type='hidden' name='question_id[]' id='qID_85' value='338874' \/><input type='hidden' id='answerType338874' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338874[]' id='answer-id-1325580' class='answer   answerof-338874 ' value='1325580'   \/><label for='answer-id-1325580' id='answer-label-1325580' class=' answer'><span>Hours<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338874[]' id='answer-id-1325581' class='answer   answerof-338874 ' value='1325581'   \/><label for='answer-id-1325581' id='answer-label-1325581' class=' answer'><span>Contract<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338874[]' id='answer-id-1325582' class='answer   answerof-338874 ' value='1325582'   \/><label for='answer-id-1325582' id='answer-label-1325582' class=' answer'><span>Cost<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338874[]' id='answer-id-1325583' class='answer   answerof-338874 ' value='1325583'   \/><label for='answer-id-1325583' id='answer-label-1325583' class=' answer'><span>Case<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-86' style=';'><div id='questionWrap-86'  class='   watupro-question-id-338875'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>86. <\/span>Which of the following roles can update a consumer's record? (Choose two.)<\/div><input type='hidden' name='question_id[]' id='qID_86' value='338875' \/><input type='hidden' id='answerType338875' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338875[]' id='answer-id-1325584' class='answer   answerof-338875 ' value='1325584'   \/><label for='answer-id-1325584' id='answer-label-1325584' class=' answer'><span>Consumer Support Agent {sn_customerservice.consumer_agent)<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338875[]' id='answer-id-1325585' class='answer   answerof-338875 ' value='1325585'   \/><label for='answer-id-1325585' id='answer-label-1325585' class=' answer'><span>Customer Service Manager (sn_customerservice_manager)<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338875[]' id='answer-id-1325586' class='answer   answerof-338875 ' value='1325586'   \/><label for='answer-id-1325586' id='answer-label-1325586' class=' answer'><span>Customer Service Agent (sn_customerservice_agent)<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338875[]' id='answer-id-1325587' class='answer   answerof-338875 ' value='1325587'   \/><label for='answer-id-1325587' id='answer-label-1325587' class=' answer'><span>Customer (sn_customerservice.customer)<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-87' style=';'><div id='questionWrap-87'  class='   watupro-question-id-338876'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>87. <\/span>Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?<\/div><input type='hidden' name='question_id[]' id='qID_87' value='338876' \/><input type='hidden' id='answerType338876' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338876[]' id='answer-id-1325588' class='answer   answerof-338876 ' value='1325588'   \/><label for='answer-id-1325588' id='answer-label-1325588' class=' answer'><span>The field is not based of the customers profile time zone<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338876[]' id='answer-id-1325589' class='answer   answerof-338876 ' value='1325589'   \/><label for='answer-id-1325589' id='answer-label-1325589' class=' answer'><span>The field is active in the base form<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338876[]' id='answer-id-1325590' class='answer   answerof-338876 ' value='1325590'   \/><label for='answer-id-1325590' id='answer-label-1325590' class=' answer'><span>The field is always based on the system time zone<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338876[]' id='answer-id-1325591' class='answer   answerof-338876 ' value='1325591'   \/><label for='answer-id-1325591' id='answer-label-1325591' class=' answer'><span>Agents can use the field to identify if it is the right time to contact customer<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-88' style=';'><div id='questionWrap-88'  class='   watupro-question-id-338877'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>88. <\/span>Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. <br \/>\r<br>Which of the following statements is correct for CIs and assets?<\/div><input type='hidden' name='question_id[]' id='qID_88' value='338877' \/><input type='hidden' id='answerType338877' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338877[]' id='answer-id-1325592' class='answer   answerof-338877 ' value='1325592'   \/><label for='answer-id-1325592' id='answer-label-1325592' class=' answer'><span>The contract and entitlements of an asset dictate whether or not it is stored in the CMDB<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338877[]' id='answer-id-1325593' class='answer   answerof-338877 ' value='1325593'   \/><label for='answer-id-1325593' id='answer-label-1325593' class=' answer'><span>The CMDB only tracks CIs, assets cannot be CIs<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338877[]' id='answer-id-1325594' class='answer   answerof-338877 ' value='1325594'   \/><label for='answer-id-1325594' id='answer-label-1325594' class=' answer'><span>While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIs<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338877[]' id='answer-id-1325595' class='answer   answerof-338877 ' value='1325595'   \/><label for='answer-id-1325595' id='answer-label-1325595' class=' answer'><span>The CMDB tracks all assets as configuration items (CIs)<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-89' style=';'><div id='questionWrap-89'  class='   watupro-question-id-338878'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>89. <\/span>Regarding Account Teams, what is the purpose of marking a role as 'unique'?<\/div><input type='hidden' name='question_id[]' id='qID_89' value='338878' \/><input type='hidden' id='answerType338878' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338878[]' id='answer-id-1325596' class='answer   answerof-338878 ' value='1325596'   \/><label for='answer-id-1325596' id='answer-label-1325596' class=' answer'><span>The role then becomes a child responsibility<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338878[]' id='answer-id-1325597' class='answer   answerof-338878 ' value='1325597'   \/><label for='answer-id-1325597' id='answer-label-1325597' class=' answer'><span>Ensure there is a dedicated account manager for that account<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338878[]' id='answer-id-1325598' class='answer   answerof-338878 ' value='1325598'   \/><label for='answer-id-1325598' id='answer-label-1325598' class=' answer'><span>The role then becomes a parent responsibility<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-338878[]' id='answer-id-1325599' class='answer   answerof-338878 ' value='1325599'   \/><label for='answer-id-1325599' id='answer-label-1325599' class=' answer'><span>Prevent the same role being used on different customer accounts<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-90' style=';'><div id='questionWrap-90'  class='   watupro-question-id-338879'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>90. <\/span>Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. <br \/>\r<br>Which out-of-the-box configurable criteria can be used? (Choose three.)<\/div><input type='hidden' name='question_id[]' id='qID_90' value='338879' \/><input type='hidden' id='answerType338879' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338879[]' id='answer-id-1325600' class='answer   answerof-338879 ' value='1325600'   \/><label for='answer-id-1325600' id='answer-label-1325600' class=' answer'><span>Assigned Cases<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338879[]' id='answer-id-1325601' class='answer   answerof-338879 ' value='1325601'   \/><label for='answer-id-1325601' id='answer-label-1325601' class=' answer'><span>Agent Affinity<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338879[]' id='answer-id-1325602' class='answer   answerof-338879 ' value='1325602'   \/><label for='answer-id-1325602' id='answer-label-1325602' class=' answer'><span>Availability Today<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338879[]' id='answer-id-1325603' class='answer   answerof-338879 ' value='1325603'   \/><label for='answer-id-1325603' id='answer-label-1325603' class=' answer'><span>Matching Skills<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-338879[]' id='answer-id-1325604' class='answer   answerof-338879 ' value='1325604'   \/><label for='answer-id-1325604' id='answer-label-1325604' class=' answer'><span>Agent History<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div style='display:none' id='question-91'>\n\t<div class='question-content'>\n\t\t<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.dumpsbase.com\/freedumps\/wp-content\/plugins\/watupro\/img\/loading.gif\" width=\"16\" height=\"16\" alt=\"Loading...\" title=\"Loading...\" \/>&nbsp;Loading...\t<\/div>\n<\/div>\n\n<br \/>\n\t\n\t\t\t<div class=\"watupro_buttons flex \" id=\"watuPROButtons8721\" >\n\t\t  <div id=\"prev-question\" style=\"display:none;\"><input type=\"button\" value=\"&lt; Previous\" onclick=\"WatuPRO.nextQuestion(event, 'previous');\"\/><\/div>\t\t  \t\t  \t\t   \n\t\t   \t  \t\t<div><input type=\"button\" name=\"action\" class=\"watupro-submit-button\" onclick=\"WatuPRO.submitResult(event)\" id=\"action-button\" value=\"View Results\"  \/>\n\t\t<\/div>\n\t\t<\/div>\n\t\t\n\t<input type=\"hidden\" name=\"quiz_id\" value=\"8721\" id=\"watuPROExamID\"\/>\n\t<input type=\"hidden\" name=\"start_time\" id=\"startTime\" value=\"2026-05-02 23:27:10\" \/>\n\t<input type=\"hidden\" name=\"start_timestamp\" id=\"startTimeStamp\" value=\"1777764430\" \/>\n\t<input type=\"hidden\" name=\"question_ids\" value=\"\" \/>\n\t<input type=\"hidden\" name=\"watupro_questions\" value=\"338790:1325252,1325253 | 338791:1325254,1325255 | 338792:1325256,1325257,1325258,1325259 | 338793:1325260,1325261,1325262,1325263 | 338794:1325264,1325265,1325266,1325267 | 338795:1325268,1325269,1325270,1325271 | 338796:1325272,1325273,1325274,1325275 | 338797:1325276,1325277,1325278,1325279 | 338798:1325280,1325281,1325282,1325283 | 338799:1325284,1325285,1325286,1325287 | 338800:1325288,1325289,1325290,1325291 | 338801:1325292,1325293,1325294,1325295,1325296 | 338802:1325297,1325298,1325299,1325300 | 338803:1325301,1325302,1325303,1325304 | 338804:1325305,1325306,1325307,1325308 | 338805:1325309,1325310,1325311,1325312 | 338806:1325313,1325314,1325315,1325316 | 338807:1325317,1325318,1325319,1325320 | 338808:1325321,1325322,1325323,1325324 | 338809:1325325,1325326,1325327,1325328 | 338810:1325329,1325330,1325331,1325332 | 338811:1325333,1325334,1325335,1325336,1325337 | 338812:1325338,1325339,1325340,1325341 | 338813:1325342,1325343,1325344,1325345 | 338814:1325346,1325347,1325348,1325349 | 338815:1325350,1325351,1325352,1325353 | 338816:1325354,1325355,1325356,1325357,1325358 | 338817:1325359,1325360,1325361,1325362,1325363 | 338818:1325364,1325365,1325366,1325367 | 338819:1325368,1325369,1325370,1325371 | 338820:1325372,1325373,1325374,1325375,1325376,1325377,1325378 | 338821:1325379,1325380,1325381,1325382,1325383 | 338822:1325384,1325385,1325386,1325387 | 338823:1325388,1325389 | 338824:1325390,1325391,1325392,1325393 | 338825:1325394,1325395,1325396,1325397 | 338826:1325398,1325399,1325400,1325401 | 338827:1325402,1325403,1325404,1325405 | 338828:1325406,1325407,1325408,1325409 | 338829:1325410,1325411,1325412,1325413 | 338830:1325414 | 338831:1325415,1325416,1325417,1325418,1325419 | 338832:1325420,1325421,1325422,1325423 | 338833:1325424,1325425,1325426,1325427 | 338834:1325428,1325429,1325430,1325431 | 338835:1325432,1325433,1325434,1325435 | 338836:1325436,1325437,1325438,1325439 | 338837:1325440,1325441,1325442,1325443 | 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