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ServiceNow Certified Implementation Specialist - Customer Service Management Exam Sample Questions (Q70-Q75):

NEW QUESTION # 70
Which of the following are true regarding integrating a ServiceNow Knowledge base with external content?
(Choose two.)

• A. The imported article will have the same category it had in the source knowledge base
• B. SharePoint blocks this integration
• C. Only applications that allow WebDAV connections can be integrated
• D. Imported external articles appear as attachments in ServiceNow

Answer: A,C
NEW QUESTION # 71
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?

• A. Open an incident
• B. Live chat
• C. Viewing knowledge articles
• D. Consumer self-registration

Answer: D
NEW QUESTION # 72
Which of the following functions can be completed when using the Field Service Management Application on a mobile device offline? (Choose three.)

• A. Manage assets
• B. Manage cases
• C. Execute assigned tasks
• D. Close work orders
• E. Manage requests

Answer: B,C,D Explanation:
Explanation
Explanation:
When your mobile device is offline, you can execute assigned tasks at the task location, manage assets, track the time stamp of updated tasks, and close work orders and work order tasks. The data for tasks performed offline is stored in the device cache and synchronized when the device goes online.
Reference: https://docs.servicenow.com/bundle/madrid-field-service-management/page/product/field- service-management/concept/mobile-experience-fsm.html
NEW QUESTION # 73
Agents and managers cannot create knowledge articles from Community questions.

• A. False
• B. True

Answer: A 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 they are associated with.
NEW QUESTION # 74
Articles can provide the following: (Choose three.)

• A. Provide answers and responses to common issues or questions
• B. Share product information
• C. Information about customer's service contract
• D. Document current and known issues

Answer: A,B,D
NEW QUESTION # 75
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