Question 1

Which are the key self-service functions of the Customer Support Portal? (Choose three.)

Options :

A : Community

B : Knowledge Base

C : Open An Incident

D : Service Catalog

Answer: A,B,D

Question 2

What benefits does scoping an application bring? (Choose three.)

Options :

A : CSM teams can move at their desired pace, independent of IT

B : Provides CSM teams autonomy and control

C : CSM application data and business logic is protected from changes by other applications

D : Account records can be changed only while in the CSM scope

E : Changes in different scopes can be addressed in a single update set

Answer: A,B,C

Question 3

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 4

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 5

In the 'Action Status' column on a case list, what could a blue indicator dot mean?

Options :

A : Needs attention

B : Blocked internally

C : Blocked externally

D : Work in progress

Answer: A