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السؤال #1
What are the characteristics of Knowledge Categories?
A. Shareable across KBs: Yes; Multi-Level: No
B. Shareable across KBs: No; Multi-Level: Yescorrect
C. Shareable across KBs: No; Multi-Level: No
D. Shareable across KBs: Yes; Multi-Level: Yes
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اجابة صحيحة: B
السؤال #2
What are the Forum User Types? (Choose three.)
A. dmin
B. egistered
C. ublic
D. ustom
E. oderator
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اجابة صحيحة: BCE
السؤال #3
Customer service agents can use Agent Assist to search for information from an interaction. BY DEFAULT, what are the available search sources? (Choose three.)
A. Service catalog
B. Knowledge articles
C. Communities
D. Consumer service portal
E. Customer service portal
عرض الإجابة
اجابة صحيحة: ABC
السؤال #4
What is the purpose of a Catalog Item variable?
A. Allows the customer to ask a question
B. Provides hint to the user on the field
C. Opens a chat session with customer support
D. Allows the customer or consumer to qualify their answercorrect
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اجابة صحيحة: D
السؤال #5
What must a system administrator configure to define a different approval workflow for an escalation request?
A. Escalation Decision
B. Escalation Rule
C. Escalation Template
D. Escalation Reason
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اجابة صحيحة: B
السؤال #6
In the Customer Service Management space, what does the term asset management mean?
A. Financial, contractual and inventory information of assetscorrect
B. A set of business activities and processes used to track assets
C. Tables in the Asset application
D. Tracking products or services customers are using
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اجابة صحيحة: A
السؤال #7
Configuration items (CIs) are entities that capture the individual configurations for each product sold to the customer CIs are stored in the configuration management database (CMDB). Assets are specific product instances that are supported for a customer. Which of the following statements is correct for CIs and assets?
A. The contract and entitlements of an asset dictate whether or not it is stored in the CMDB
B. The CMDB only tracks CIs, assets cannot be CIs
C. While the CMDB may track some assets as configuration items (CIs) not ALL assets are CIscorrect
D. The CMDB tracks all assets as configuration items (CIs)
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اجابة صحيحة: C
السؤال #8
What role does the Engagement Manager play before the Workshop? (Choose two.)
A. Project Managercorrect
B. Acts as intermediary
C. Provides answers to technical problems
D. Assists with technical requirementscorrect
عرض الإجابة
اجابة صحيحة: AD
السؤال #9
Which social media channels are NOT available out-of-box?
A. Facebook
B. Twitter
C. LinkedIncorrect
D. All of the above
E. None of the above
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اجابة صحيحة: C
السؤال #10
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?
A. Entering question in portal only
B. Record Producer only
C. Both portal question entry and Record Producercorrect
D. None of the above
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اجابة صحيحة: C
السؤال #11
Which one is NOT a dependency for the Customer Service Plugin?
A. Task Activities
B. Skills Management
C. Open frame
D. Communitiescorrect
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اجابة صحيحة: D
السؤال #12
Which entity represents specific versions of products being sold to and supported for customers?
A. Sold Products
B. Product Categories
C. Product Models
D. Portfolio Products
عرض الإجابة
اجابة صحيحة: A
السؤال #13
What is required to enable the Follow the sun field on the Customer Service Case form?
A. Nothing, it is a standard field
B. The value property on the form must be set to true
C. The plugin ‘com
D. The value property on the form must be set to true and the field added to the case formcorrect
عرض الإجابة
اجابة صحيحة: D
السؤال #14
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)
A. Case Escalationcorrect
B. Case State
C. Case Categorizationcorrect
D. Case Prioritizationcorrect
عرض الإجابة
اجابة صحيحة: ACD
السؤال #15
Information about a customer’s service contract is found in Knowledge.
A. False
B. True
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اجابة صحيحة: A
السؤال #16
What do blue circles in the timeline of a case form represent?
A. Notecorrect
B. Statecorrect
C. Activitycorrect
D. Comment
عرض الإجابة
اجابة صحيحة: ABC
السؤال #17
What should be part of the pre-engagement collateral?
A. Frequently Asked Questions (FAQ)correct
B. Scoping Guide
C. Customer Service roles templatecorrect
D. Stock Keeping Unit (SKU) and pricing sheet
عرض الإجابة
اجابة صحيحة: AC
السؤال #18
Which of the following roles cannot update a consumer’s record?
A. n_customerservice_agent
B. n_customerservice_manager
C. n_customerservice
D. dmin
عرض الإجابة
اجابة صحيحة: A
السؤال #19
Agents and managers cannot create knowledge articles from Community questions.
A. True
B. False
عرض الإجابة
اجابة صحيحة: B
السؤال #20
Which of the following statements is correct when the 'Contact Local Time' field is enabled in a case form?
A. The field is not based of the customers profile time zone
B. The field is active in the base form
C. The field is always based on the system time zone
D. Agents can use the field to identify if it is the right time to contact customercorrect
عرض الإجابة
اجابة صحيحة: D
السؤال #21
Why does the implementation team need to deliver core functionality to the customer as quickly as possible?
A. To expand the technical reach
B. To facilitate the requirement gathering during the workshops
C. To complete any complex customizations early enough
D. To realize near-term ROI (Return on Investment)correct
عرض الإجابة
اجابة صحيحة: D
السؤال #22
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)
A. Apply Role by Customercorrect
B. Auto Assessmentcorrect
C. Change Update to Closecorrect
D. Update Case Entitlementcorrect
عرض الإجابة
اجابة صحيحة: ABCD
السؤال #23
Which of the following actions CANNOT be taken from the CSM workspace form ribbon?
A. It enables agents to add/remove a customer or consumer record
B. It enables agents to include a timeline and SLA details
C. It enables agents to use links to place calls or create emails
D. It can provide agents with a quick overview of the case details
عرض الإجابة
اجابة صحيحة: A
السؤال #24
What should be emphasized when designing solutions? (Choose three.)
A. Minimize customizationscorrect
B. Focus Out-of-the-box functionalitycorrect
C. Design for Scalabilitycorrect
D. Mobile friendly functionalitycorrect
عرض الإجابة
اجابة صحيحة: ABCD
السؤال #25
Which of the following roles cannot update a consumer’s record?
A. sn_customerservice_agentcorrect
B. sn_customerservice_manager
C. sn_customerservice
D. admin
عرض الإجابة
اجابة صحيحة: A
السؤال #26
A single piece of work to be handled by an agent, in Advance Work Assignment is called:
A. Work order
B. Interaction
C. Work unit
D. Work record
E. Work item
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اجابة صحيحة: E
السؤال #27
Partner admin contacts have access to the data of both their partner accounts and customer accounts.
A. Truecorrect
B. False
عرض الإجابة
اجابة صحيحة: A
السؤال #28
What is required to synchronize fields from a parent to a child case(s)?
A. he advanced plugin (com
B. ajor Issue Management needs to be installed and certain properties enabled
C. o action required, this is a standard Customer Service Management feature
D. he role of sn_customerservice
عرض الإجابة
اجابة صحيحة: C
السؤال #29
From what places in SN can an agent create a case? (Choose three.)
A. Customer Service Applicationcorrect
B. Contactcorrect
C. Accountcorrect
D. Chat
عرض الإجابة
اجابة صحيحة: ABC
السؤال #30
In the 'Action Status' column on a case list what could a red indicator dot mean? (Choose two.)
A. Blocked by approvalcorrect
B. Blocked by case taskcorrect
C. Blocked internally and by customer
D. Blocked by internally
عرض الإجابة
اجابة صحيحة: AB

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