Question 1

When the channel field on a case form is set to Social where are details of the social media conversations related to the case stored?

Options :

A : Social Channels

B : Social Profiles

C : Social Logs

D : Work notes

E : Additional comments

Answer: C

Question 2

Partner admin contacts have access to the data of both their partner accounts and customer accounts.

Options :

A : True

B : False

Answer: A

Question 3

Access to a Knowledge base or Article can be restricted based on a customer’s assets and the product models using which of the following? (Choose two.)

Options :

A : Knowledge Product Entitlements

B : Data Policy

C : ACL

D : User Criteria

Answer: A

Question 4

True/False: The Agent Chat [com.glide.interaction.awa] plugin is required for chat in Agent Workspace. Options are :

Options :

A : False

B : True

Answer: B

Question 5

Which step in Advanced Work Assignment (AWA) would ensure the work was allocated to the appropriate agent?

Options :

A : Set the Agent Experience

B : Define Assignment Rules

C : Define Work Item Queues

D : Configure Service Channels

Answer: B