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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q221-Q226):

NEW QUESTION # 221
What are the Forum User Types? (Choose three.)

A. Registered
B. Admin
C. Custom
D. Public
E. Moderator

Answer: A,D,E

Explanation:
Explanation

NEW QUESTION # 222
Which of the following are true regarding the Community Portal application? (Choose two.)

A. Most of the configuration does not require System Administrator role
B. It is available to any customer with a Community license
C. It is available by default with the Support and Service portals
D. It is only available to CSM license holders

Answer: B,D

Explanation:
- Licensed for the Customer Service Management application & licensed for HR Service Delivery, so c. is wrong, which makes a. a logical choice - "The roles required to define requirements and set up forums include sn_communities.admin or sn_communities.forum_admin." (d.) Source: - https://docs.servicenow.com/bundle
/utah-customer-service-management/page/product/customer-communities/task/activate-communities.html (licensing) - https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer- communities/reference/r_setup-communities-admin.html(

NEW QUESTION # 223
Partner admin contacts have access to the data of both their partner accounts and customer accounts.

A. True
B. False

Answer: A

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/reference/r_RolesInstalledWithCustomerService.html

NEW QUESTION # 224
Which of the following allows you to install out-of-the-box Customer Service Management applications within your ServiceNow instance?
Choose 2 answers

A. Store APPs
B. Update Sets
C. Plugins
D. XML unloads

Answer: A,C

Explanation:
Store Apps: The exclusive source for Now Certified enterprise workflow apps from partners that complement and extend ServiceNow.
- Plugins: Plugins are software components that provide specific features and functionalities within a ServiceNow instance.
https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/plugins/concept
/c_ServiceNowPlugins.html
https://store.servicenow.com/sn_appstore_store.do#!/store/aboutus

NEW QUESTION # 225
Which of the following roles cannot update a consumer's record?

A. sn_customerservice_manager
B. sn_customerservice.consumer_agent
C. admin
D. sn_customerservice_agent

Answer: D

Explanation:
Explanation/Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/ customer-service-management/task/create-a-consumer-record.html

NEW QUESTION # 226
......

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