What should be part of the pre-engagement collateral?

• A.Scoping Guide
• B.Frequently Asked Questions (FAQ)
• C.Customer Service roles template
• D.Stock Keeping Unit (SKU) and pricing sheet

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Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can:
Options are :

• A.Respond to questions
• B.Escalate the chat to another agent
• C.Escalate the chat to virtual agent
• D.Create a record, such as an incident or a case

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

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

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

• A.True
• B.False

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What are common types of application record data that are imported during a CSM data migration? (Choose two.)

• A.Chat
• B.Knowledge Article
• C.Case
• D.Accounts

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