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Question 1

What feature does the Product Model and Catalog Items Relationship plugin enable?

Options :

A : Agents are automatically proposed catalog items related to the chosen product on the case form

B : Consumers can track what products they have purchased via the catalog

C : It provides a contextual service catalog based on the customer’s subscribed services Most Voted

D :

Customer service managers can track the financial cost of customer’s subscribed services and the related requests

Answer: C

Question 2

What allows the implementation of phases and tasks to meet performance goals track progress and measure success?

Options :

A : Performance Analytics Spotlight

B : Scheduled Reporting

C : Service Level Agreement Tasks

D : Continual Improvement Management

Answer: D

Question 3

After installing the Performance Analytics Content Pack for Customer Service, which job must be run to retrieve daily case data from previous months?

Options :

A : Customer Service Historic Data Collection

B : Customer Service Initial Data Collection

C : Customer Service Daily Data Collection

D : Customer Service Case Data Collection

Answer: A

Question 4

Configure chat for Agent Workspace so that agents can interact with their customers. From a chat, agents can: Options are :

Options :

A : Escalate the chat to virtual agent

B : Create a record, such as an incident or a case

C : Escalate the chat to another agent

D : Respond to questions

Answer: B,C,D

Question 5

What benefits can be gained by integrating CSM with Field Service Management? (Choose two.)

Options :

A : Reduces agent workload

B : Reduces monthly case volume

C : Work orders can be created from a case Most Voted

D : Customer can access work order details and tasks created for their case

Answer: C,D