What is the default value in the Channel field when a new case is opened by a customer in the Service Catalog, using the Customer Service Portal?
A. Web Most Voted
B. Catalog
C. Portal
D. Virtual Agent
The answer is A. Web, so A and C are correct for this question
https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-management/concept/omnichannels-communicating-customers.html
Case raised using Get help in Serice Portal is considered as Web channel. watch the videp in the link 0:47 and 3:31 , there is no e,ail option shown in service portal
In the CSP, you can utilize only chat - live or virtual agent or requesting something via catalog (open a case, which will be classified as source web). Email is when you are using your email client (not the portal)
Answer C & D
Explanation: Chat, Email and Phone are correct. Reference : https://docs.servicenow.com/en-US/bundle/sandiego-customer-service-management/page/product/customer-service-management/concept/omnichannels-communicating-customers.html
Answer:
C. Chat
D. Email
Explanation: Omnichannels for communicating with customers includes
- Chat (c)
- Phone
- Email (d)
Source: https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-management/concept/omnichannels-communicating-customers.html
Omnichannels for communicating with customers:
Chat channel
From the Customer Service Portal and Consumer Service Portal, customers can start a chat with a virtual or live agent for help.
Email channel
With an email channel, customers can send emails to create new cases and update current cases. They can also receive email updates from customer service agents as cases progress.
Phone channel
External customers can reach out to customer service agents by phone. The Customer Service Management application uses both Computer Telephony Integration (CTI) and OpenFrame to provide phone support for customers.
CD
https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-management/concept/omnichannels-communicating-customers.html
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C (25%)
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