Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?
Answer : D
During which Now Create stage are workshops conducted?
Answer : D
Which application must be activated to enable customers to check in on-line for future appointments?
Answer : B
What are some of the influencing factors that will help determine the type of customer support desk structure required? (Choose four.)
Answer : ACDF
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?
Answer : A
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
Answer : A
What’s the purpose of the Deactivate Special Handling Notes Scheduled Job?
Answer : D
What does the Agent Whisper function do?
Answer : A
Upon self-registration through the Consumer Service Portal, a record is created in: (Choose two.)
Answer : BC
Who can create a customer service case from a community discussion? (Choose two.)
Answer : AB
The assignment workbench uses configurable matching criteria to evaluate agents in a selected group and provide an overall ranking. What are the different types of criteria available for the assignment workbench? (Choose three.)
Answer : CDE
Asset classes are defined to allow for logical grouping of assets. There are five asset classes provided to group assets, each Asset class provides unique functionality for that group of Assets in the platform. Which of the following are the asset classes used? (Choose five.)
Answer : ABDEG
Which of the following best describes how the CSM application uses the Asset table?
Answer : B
A consumer service agent receives and accepts a case which was created by a consumer. The agent needs and requests more information from the consumer. After receiving the information, the agent proposes a solution that is accepted by the consumer. Given this scenario, what is the chronological order of case states used to manage this case?
Answer : D