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What are some benefits that Knowledge Product Entitlement provide? (Choose three.)

A Reduces call volume
B Makes it easier for Agents to manage case volume
C Allows access to Knowledge Articles that are related to products owned by a customer
D Information about customer’s service contract
E Focused product marketing

Articles can provide the following: (Choose three.)

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

A contact can submit a self-registration request from the customer portal with a registration code. Which of the following roles can approve the request? (Choose three.)

A Customer service manager (sn_customerservice_manager)
B System administrator (admin)
C Customer administrator (sn_customerservice.customer_admin)
D Partner administrator [sn_customerservice.partner_admon]
E Service organization administrator (sn_customerservice.service_organization_admin)

What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?

A Selecting all the groups
B Selecting none of the groups
C Missing configuration
D Misconfigured

If only one user reports a content for moderation, the content will be hidden.

A True
B False

Predictive Intelligence improves Case management by:

A Predicting what values should have gone into empty fields in historical records
B Reducing the number of records needed to accurately predict a value
C Replacing legacy routing rules
D Predicting Case values without manual intervention

What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?

A The case escalates to an assignment group as defined in the default escalation template
B The case work notes are updated automatically
C The case action status changes to Related Task Updated
D The case displays a special handling note highlighting the update

Application Scoping from a security perspective brings the following benefits: (Choose two.)

A Improves instance security by limiting access to other applications on the instance
B Scoped applications prevent versioning for complex instances
C Scoping hold the records and acts as a container for the desired CSM applications
D Scoped applications limits autonomy and control of all aspects of the CSM application

How can multiple service catalogs be made available on the Customer Service Portal?

A Include them in the list of service catalogs on the Customer Service Portal record
B Add them to the list of service catalogs in the Customer Service Portal header widget options
C Only the Customer Service service catalog can be used on the Customer Service Portal
D Create user criteria for each of the applicable service catalogs

Depending on which CSM workspace you are operating within, certain steps can be applied to configure the form header. Which of the following is correct regarding form headers in the CSM Configurable workspace?

A The form header's secondary values can only he displayed above the ribbon components
B The form header's primary values can be displayed in the contextual side panes instead of above the ribbon components
C The form header's secondary values can be displayed in the contextual side panel instead of above the ribbon components
D The form header for the case form can display five levels of field values from the case table

What role does the Engagement Manager play before the Workshop? (Choose two.)

A Project Manager
B Acts as intermediary
C Provides answers to technical problems
D Assists with technical requirements

When working with communication channels, what inbound email flows are available by default? (Choose two.)

A Create case for product
B Create case for asset
C Update case from forward email
D Create case from email
E Update case using reply

For security purposes certain roles cannot be assigned to a group or individual at the same time. Which of me following two roles would be restricted?

A snc_intemai and snc_external
B snc_internal and sn_customerservice.consumer_agent
C snc_internal and sn_customerservice_agent
D snc_external and sn_customerservice.customer

Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)

A Create Contact
B Check Case Status
C Close Case
D Get Help with an Order
E Get Help with an Asset

What will be the state of a case after a customer rejects the solution proposed by an agent?

A In Progress
B Open
C New
D Solution Rejected

What are the characteristics of Knowledge Categories?

A Shareable across KBs: Yes ; Multi-Level: No
B Shareable across KBs: No ; Multi-Level: Yes
C Shareable across KBs: No ; Multi-Level: No
D Shareable across KBs: Yes ; Multi-Level: Yes

Which of the following are channels? (Choose two.)

A Contacts
B Web
C Chat
D Article

What is the purpose of the Guided Decisions capability?

A Provide agents with an escalation guide
B Guide agents through account management
C Dynamically guide agents to help resolve complex cases
D Provide agents with a knowledge guide

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
B Catalog
C Portal
D Virtual Agent

When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?

A Order
B Contract
C FAQ
D Monitoring
E Request
F Billing

What is a supported external customer that, in turn, sells to and supports one or more customers?

A Partner
B Account
C Contact
D Consumer

Which knowledge records can be configured with User Criteria?

A Knowledge Base
B Knowledge Base and Category
C Knowledge Base, Category and Article
D Knowledge Base and Article

From which one of the following can an agent create a CSM Case:

A Human Resource Application
B Incident Management
C Chat
D Special Handling Note

Name a security benefit gained from using scoped applications:

A Prevents changes to tables without explicit permission from IT
B Prevents third party integrations
C Limits accessibility to other applications in the instance
D Limits the number of update sets that can be applied

Out-of-box, which functionality handles state transitioning for case management?

A Workflows
B State Flows
C Business Rules
D Flows

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