quiz 4

Predictive intelligence improves Case management by

• Predicting Case values without manual intervention

• Reducing the number of records needed to accurately predict a value

• Replacing legacy routing rules

• Predicting what values should have gone into empty fields in historical records

KCS(Knowledge Centered Services) is defined as

• An application that helps agents and managers to create cases from Knowledge articles

• A dashboard with specific visualization of the different knowledge bases and categories

• A documented methodology to provide a set of best practices for creating and maintaining knowledge

• A bunch of tables strictly pertaining to CSM case articles that focus on mapping articles to Knowledge

Users with the proxy Contact (sn_customerservice.proxy_contact) role can do which of the following? Choose 2

• Mange requests on behalf of customer service agents

• Create cases on behalf of customer

• Manage cases on behalf of customer service agents

• Create requests on behalf of customers

• Manage major incident communication on behalf of a customer service manager

What are the types of units used to measure entitlements? Choose 2

• Case

• Contract

• Hours

• Cost

By default, what can customers with the customer (sn_customerservice.customer) role see on the customer service portal? Choose 3

• Assets

• Products

• Contracts

• Publications

• Contacts

Which if the following are channels? Choose 2

• Chat

• Article

• Contacts

• Web

Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? Choose 3

• Matching Skills

• Agent History

• Agent Capacity

• Assigned Cases

• Availability today

What entity has a 1:1 relationship with an install base item?

• Configuration item

• Sold Product

• Assets

• Product Model

What are the different types of customer portfolios? Choose 3

• Contributor User

• Business to Customer

• Business to Contributor

• Business to consumer

• Business to Business

What are common types of application record data that are imported during a CSM data migration (Choose two)

• Knowledge Article

• Chat

• Case

• Accounts