NO.118 In the Customer Service Management space, what does the term asset management mean?

NO.119 Which of the following are best practice with regard to data imports? (Choose two.)

NO.120 Match the business rule to its function in the Self-Service Portal.
Hot Area:

NO.121 An entitlement defines the types of support a customer receives. Entitlements are based on a number of standard fields such as product and asset. When Proactive Customer Service Operations is implemented which additional fields could be used?
Choose 2 answers

NO.122 Regarding Account Teams, what is the purpose of marking a role as ‘unique’?

NO.123 What are the three main components that make up Proactive Customer Service Operations?
Choose 3 answers

NO.124 Agents and managers cannot create knowledge articles from Community questions.

NO.125 Which are the key self-service functions of the Customer Support Portal? (Choose three.)

NO.126 Which of the following roles have permission to create a relationship between a contact and an account? (Choose two.)

NO.127 What is a household entity?

NO.128 Using the out-of-the-box major issue management process flow, a consumer service agent proposes an existing case in the Open state as a major case candidate. The major case candidate has a consumer defined and is approved by the customer service manager What happens to the major case candidate?

NO.129 How many active OpenFrame configurations can you have on an instance?

NO.130 The Customer Support Portal default configuration provides the following channels to interact with customers?
(Choose two.)

NO.131 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.)

NO.132 What are Special Handling Notes used for?

NO.133 What do blue circles in the timeline of a case form represent?

NO.134 Name a security benefit gained from using scoped applications:

NO.135 Special handling notes property: Width of the Special Handling Notes pop-up window in pixels, default 500 px.
Options are :

NO.136 Which of the following is correct regarding the create contact (consumer) feature in CSM Workspaces?

NO.137 What is required to synchronize fields from a parent to a child case(s)?

NO.138 Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)

NO.139 Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?