Articles can provide the following: (Choose three.)
ADocument current and known issues
BProvide answers and responses to common issues or questions
CInformation about customer’s service contract
DShare 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.)
ACustomer service manager (sn_customerservice_manager)
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
ASelecting all the groups
BSelecting none of the groups
CMissing configuration
DMisconfigured
If only one user reports a content for moderation, the content will be hidden.
ATrue
BFalse
Question 6
Customer Service Management Portal, Knowledge Management, Service Catalog, Communities and Performance Analytics
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Question 7
Customer Service Management Integration
Question 8
Engagement Methodology and Project Planning
Question 9
Customer Service Management Portal, Knowledge Management, Service Catalog, Communities and Performance Analytics
Question 10
Customer Service Management System Setup and Configuration
Question 11
Engagement Methodology and Project Planning
Question 12
Customer Service Management System Setup and Configuration
Question 13
Customer Service Management System Setup and Configuration
Question 14
Customer Service Management System Setup and Configuration
Question 15
Customer Service Management Portal, Knowledge Management, Service Catalog, Communities and Performance Analytics
Question 16
Customer Service Management Portal, Knowledge Management, Service Catalog, Communities and Performance Analytics
Question 17
Customer Service Management Portal, Knowledge Management, Service Catalog, Communities and Performance Analytics
Question 18
Customer Service Management Portal, Knowledge Management, Service Catalog, Communities and Performance Analytics
Question 19
Customer Service Management Portal, Knowledge Management, Service Catalog, Communities and Performance Analytics
Question 20
Customer Service Management System Setup and Configuration
Question 21
Customer Service Management Integration
Question 22
Customer Service Management Portal, Knowledge Management, Service Catalog, Communities and Performance Analytics
Question 23
Customer Service Management Portal, Knowledge Management, Service Catalog, Communities and Performance Analytics
Question 24
Customer Service Management System Setup and Configuration
Question 25
Customer Service Management System Setup and Configuration
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Predictive Intelligence improves Case management by:
APredicting what values should have gone into empty fields in historical records
BReducing the number of records needed to accurately predict a value
CReplacing legacy routing rules
DPredicting 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?
AThe case escalates to an assignment group as defined in the default escalation template
BThe case work notes are updated automatically
CThe case action status changes to Related Task Updated
DThe case displays a special handling note highlighting the update
Application Scoping from a security perspective brings the following benefits: (Choose two.)
AImproves instance security by limiting access to other applications on the instance
BScoped applications prevent versioning for complex instances
CScoping hold the records and acts as a container for the desired CSM applications
DScoped 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?
AInclude them in the list of service catalogs on the Customer Service Portal record
BAdd them to the list of service catalogs in the Customer Service Portal header widget options
COnly the Customer Service service catalog can be used on the Customer Service Portal
DCreate 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?
AThe form header's secondary values can only he displayed above the ribbon components
BThe form header's primary values can be displayed in the contextual side panes instead of above the ribbon components
CThe form header's secondary values can be displayed in the contextual side panel instead of above the ribbon components
DThe 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.)
AProject Manager
BActs as intermediary
CProvides answers to technical problems
DAssists with technical requirements
When working with communication channels, what inbound email flows are available by default? (Choose two.)
ACreate case for product
BCreate case for asset
CUpdate case from forward email
DCreate case from email
EUpdate 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?
Asnc_intemai and snc_external
Bsnc_internal and sn_customerservice.consumer_agent
Csnc_internal and sn_customerservice_agent
Dsnc_external and sn_customerservice.customer
Which predefined conversations are available for Customer Service Virtual Agent? (Choose two.)
ACreate Contact
BCheck Case Status
CClose Case
DGet Help with an Order
EGet Help with an Asset
What will be the state of a case after a customer rejects the solution proposed by an agent?
AIn Progress
BOpen
CNew
DSolution Rejected
What are the characteristics of Knowledge Categories?
AShareable across KBs: Yes ; Multi-Level: No
BShareable across KBs: No ; Multi-Level: Yes
CShareable across KBs: No ; Multi-Level: No
DShareable across KBs: Yes ; Multi-Level: Yes
Which of the following are channels? (Choose two.)
AContacts
BWeb
CChat
DArticle
What is the purpose of the Guided Decisions capability?
AProvide agents with an escalation guide
BGuide agents through account management
CDynamically guide agents to help resolve complex cases
DProvide 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?
AWeb
BCatalog
CPortal
DVirtual Agent
When activating the Customer Service Management Demo Data plugin, which case type is available besides product case?
AOrder
BContract
CFAQ
DMonitoring
ERequest
FBilling
What is a supported external customer that, in turn, sells to and supports one or more customers?
APartner
BAccount
CContact
DConsumer
Which knowledge records can be configured with User Criteria?
AKnowledge Base
BKnowledge Base and Category
CKnowledge Base, Category and Article
DKnowledge Base and Article
From which one of the following can an agent create a CSM Case:
AHuman Resource Application
BIncident Management
CChat
DSpecial Handling Note
Name a security benefit gained from using scoped applications:
APrevents changes to tables without explicit permission from IT
BPrevents third party integrations
CLimits accessibility to other applications in the instance
DLimits the number of update sets that can be applied
Out-of-box, which functionality handles state transitioning for case management?
