Question 1

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 2

Is the Customer Service Social Integration plugin (com.sn_cs_social) activated as part of the Customer Service Management plugin? Options are :

Options :

A : Maybe

B : No

C : Yes

D : I don't know

Answer: C

Question 3

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

Question 4

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

Options :

A : True

B : False

Answer: A

Question 5

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