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QUESTION 19
If only one user reports a content for moderation, the content will be hidden.

QUESTION 20
From what places in SN can an agent create a case? (Choose three.)

QUESTION 21
Which of the following roles cannot update a consumer’s record?

QUESTION 22
Major Issue Management uses which one of the following capabilities?

QUESTION 23
Which are the key self-service functions of the Customer Support Portal? (Choose three.)

QUESTION 24
What is the purpose of a Catalog Item variable?

QUESTION 25
What role does the Engagement Manager play before the Workshop? (Choose two.)

QUESTION 26
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

QUESTION 27
Information about a customer’s service contract is found in Knowledge.

QUESTION 28
The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)

QUESTION 29
Matching rules enhance assignment capability by ____________________.

QUESTION 30
Which are the key self-service functions of the Customer Support Portal? (Choose three.)

QUESTION 31
Match the business rule to its function in the Self-Service Portal.
Hot Area:

QUESTION 32
Which of the following statements is correct when the ‘Contact Local Time’ field is enabled in a case form?

QUESTION 33
In the Customer Service Management space, what does the term asset management mean?

QUESTION 34
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

QUESTION 35
Which are the key self-service functions of the Customer Support Portal? (Choose three.)

QUESTION 36
Which application must be activated to enable customers to check in on-line for future appointments?

QUESTION 37
What are the characteristics of Knowledge Categories?

QUESTION 38
Cost Information on cases is available as part of the Performance Analytics Content Pack for Customer Service.

QUESTION 39
What is required to synchronize fields from a parent to a child case(s)?

QUESTION 40
How many active OpenFrame configurations can you have on an instance?

QUESTION 41
From a service provider’s perspective, is the following a product or an asset?
A cable modem model that the service provider sells.

QUESTION 42
What is required to enable the Follow the sun field on the Customer Service Case form?