dgQIR

Agents and managers cannot create knowledge articles from Community questions.

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

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

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• • Customer Service Application

• • Contact

• • Account

• • Chat

What are the conditions that matching rules are based on? (Choose two.)

• • Agent resources best suited to work on a case

• • Specific routing rules

• • Filters set up in advanced work assignment

• • Specific case attributes

Matching rules enhance assignment capability by ____________________.

• • Matching best agent by availability

• • Providing dynamic matching of cases to groups or individuals

• • Determining if account is a customer or partner

• • Matching best agent by skill

Special Handling Notes can apply to which one of the following based on specific attributes?

• • Domain

• • Contact

• • Holiday

• • VIP

Predictive Intelligence improves Case management by:

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

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

• • Replacing legacy routing rules

• • Predicting Case values without manual intervention

Which of the following is a condition for matching rules?

• • Agent domain

• Assignment

• • Switching

• • Specific case attributes

What do blue circles in the timeline of a case form represent?

• • Note

• • State

• • Activity

• • Comment

Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

• • Case Escalation

• • Case State

• • Case Categorization

• • Case Prioritization