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4. Question No. 1 _____________________ 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. Options are : A. Partner [sn_customerservice.partner] B. Agent [sn_customerservice_agent] C. Consumer Agent [sn_customerservice.consumer_agent] D. Agent manager [sn_customerservice_manager] E. Customer case manager [sn_customerservice.customer_case_manager] F. Customer administrator [sn_customerservice.customer_admin] Answer: C Question No. 2 Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can: Options are : A. Escalate the chat to virtual agent B. Create a record, such as an incident or a case C. Escalate the chat to another agent D. Respond to questions Answer: B, C, D Question No. 3 Which of the following are best practice with regard to data imports? (Choose two.) A. When importing to multiple instances import to each instance separately. B. Use ServiceNow automatic functionality to clean the data after it is in ServiceNow tables rather than in the legacy repository. C. Ensure the field data lengths in ServiceNow are adequate for the imported data because ServiceNow does not automatically adjust the length. D. Images embedded in Knowledge Articles should be uploaded separately Answer: A, D Question No. 4 Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service. A. True B. False

5. Answer: A Question No. 5 Partner admin contacts have access to the data of both their partner accounts and customer accounts. A. True B. False Answer: A

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