NO.71 What are benefits of me Conversation History feature? (Choose two.)

NO.72 What is the purpose of a Catalog Item variable?

NO.73 Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)

NO.74 The ServiceNow Communities feature is only available for customers with ServiceNow Customer Services Management licenses.

NO.75 Which of the following are channels? (Choose two.)

NO.76 Which social media channels are NOT available out-of-box?

NO.77 What is the benefit of a phased release approach?

NO.78 In Advanced Work Assignment, what does the overflow assignment capability do, if defined?

NO.79 Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)

NO.80 Regarding Account Teams, what is the purpose of marking a role as ‘unique’?

NO.81 After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?

NO.82 What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?

NO.83 What are the different resource matching methods on the Matching Rule form?
Choose 3 answers

NO.84 Which type of catalog item may be found in a Service Catalog?

NO.85 How are ServiceNow’s out-of-the-box Customer Service Management applications packaged? (Choose two.)

NO.86 What is required to synchronize fields from a parent to a child case(s)?

NO.87 Access to a Knowledge base or Article can be restricted based on a customer’s assets and the product models using which of the following? (Choose two.)

NO.88 What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)

NO.89 When creating or importing assets for CSM, model categories are used to: (Choose three.)

NO.90 Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance?
Choose 2 answers