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Total 225 Questions | Updated On: Nov 19, 2024

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Question 1

How many outbound email accounts are supported in Customer Service Management?

A : One

B : Unlimited

C : Two

D : One per business service

Answer: A

Question 2

Playbooks for CSM provide step-by-step guidance for resolving specific types of customer service cases. What are the three out-of-the-box playbooks for CSM? (Choose three.)

A : Case playbook for Onboarding

B : Case playbook for Services

C : Case playbook for Product Support

D : Case playbook for Complaints

E : Case playbook for Billing

Answer: A,C,D

Question 3

What action can be performed by a Partner Admin (sn_customerservice.partner_admin) and NOT by a Partner (sn_customerservice partner) in the Customer Service Portal?

A : Can view assets belonging to their partner accounts

B : Can create, view, and edit cases for their partner accounts

C : Can resolve cases reported by their partner accounts

D : Can create and update contacts for their partner accounts

Answer: A

Question 4

Which of the following are true regarding the Community Portal application? (Choose two.)

A : It is available to any customer with a Community license

B : It is available by default with the Support and Service portals

C : It is only available to CSM license holders

D : Most of the configuration does not require System Administrator role

Answer: A,C

Question 5

As an agent you can report a knowledge gap, if you cannot find relevant articles that could help resolve a case. Which action is required to create the knowledge gap?

A : Document the knowledge gap in the case work notes and escalate the case

B : Post a question in one of the various Customer Service Management knowledge bases

C : Use Related Links on the case form to report a knowledge gap

D : Use the Create Knowledge button on the case form to report a knowledge gap

Answer: C

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Total 225 Questions | Updated On: Nov 19, 2024

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