Question 1

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

Options :

A : True

B : False

Answer: A

Question 2

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

Options :

A : Case Escalation

B : Case State

C : Case Categorization

D : Case Prioritization

Answer: C,D

Question 3

What is included in an account relationship record? Choose 3 answers

Options :

A : Primary contact

B : Parent/Child related records

C : The account relationship type that this relationship record is based on

D : A target account

E : A source account

Answer: A,C,E

Question 4

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 5

Which table must be extended when creating a new case type?

Options :

A : Case (sn_customerservice_case)

B : Case Task (sn_customerservice_case_task)

C : Task (task)

D : Case Type (sn_case_type)

Answer: A