Question 1

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 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

Articles can provide the following: (Choose three.)

Options :

A : Document current and known issues

B : Provide answers and responses to common issues or questions

C : Information about customer’s service contract

D : Share product information

Answer: A,B,D

Question 4

What does viewing a customer’s install base enable customer service agents to do? (Choose two.)

Options :

A :

See the detailed configurations of the products and services deployed for a customer to determine me action needed

B : Monitor alerts for operational services and configuration items that affect service health

C : Trace information provided m a case to the right product or service to which it relates

D : Close an upsell of related products and services not yet purchased by a customer

Answer: A,C

Question 5

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