Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.) A. Case Escalation B. Case State C. Case Categorization D. Case Prioritization Reference: https://www.servicenow.com/products/predictive-intelligence.html

What do blue circles in the timeline of a case form represent? A. Note B. State C. Activity D. Comment Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseTimeline.html

Which of the following is a condition for matching rules? A. Agent domain B. Assignment C. Switching D. Specific case attributes Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/case-assignment-matching-rules.html

Predictive Intelligence improves Case management by: A. Predicting what values should have gone into empty fields in historical records B. Reducing the number of records needed to accurately predict a value C. Replacing legacy routing rules D. Predicting Case values without manual intervention

Special Handling Notes can apply to which one of the following based on specific attributes? A. Domain B. Contact C. Holiday D. VIP

Matching rules enhance assignment capability by ____________________. A. Matching best agent by availability B. Providing dynamic matching of cases to groups or individuals C. Determining if account is a customer or partner D. Matching best agent by skill Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_CaseRouting.html

What are the conditions that matching rules are based on? (Choose two.) A. Agent resources best suited to work on a case B. Specific routing rules C. Filters set up in advanced work assignment D. Specific case attributes Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_CaseRouting.html

From what places in SN can an agent create a case? (Choose three.) A. Customer Service Application B. Contact C. Account D. Chat Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseForm.html

Information about a customer’s service contract is found in Knowledge. A. False B. True Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_ContractsAndEntitlements.html

Agents and managers cannot create knowledge articles from Community questions. A. True B. False Explanation: The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit, and retire knowledge articles that […]