Question No : 1
What do blue circles in the timeline of a case form represent?

• A.Note
• B.State
• C.Activity
• D.Comment

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Question No : 2
What is the purpose of a Catalog Item variable?

• A.Allows the customer to ask a question
• B.Provides hint to the user on the field
• C.Opens a chat session with customer support
• D.Allows the customer or consumer to qualify their answer

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Question No : 3
Contextual Search framework is used for providing Knowledge search results in which of these scenarios?

• A.Entering question in portal only
• B.Record Producer only
• C.Both portal question entry and Record Producer
• D.None of the above

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Question No : 4
In the Customer Service Management space, what does the term asset management mean?

• A.Financial, contractual and inventory information of assets
• B.A set of business activities and processes used to track assets
• C.Tables in the Asset application
• D.Tracking products or services customers are using

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Question No : 5
What are the Forum User Types? (Choose three.)

• A.Admin
• B.Registered
• C.Public
• D.Custom
• E.Moderator

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Question No : 6
What criteria are utilized in auto-assignment of work order tasks? (Choose three.)

• A.SLA status
• B.Age of task
• C.Skills
• D.Task windows
• E.Geolocation

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Question No : 7
1. A regional bank servicing its Automated Teller Machines (ATMs) is an example of what type of field service?

• A.Reactive field service
• B.Internal field service
• C.External field service
• D.Predictive field service

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Question No : 8
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?

• A.Selecting all the groups
• B.Selecting none of the groups
• C.Missing configuration
• D.Misconfigured

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Question No : 9
Out-of-the-box, the consumer support portal (/csp) CANNOT be used for which one of the following actions?

• A.Open an incident
• B.Viewing knowledge articles
• C.Live chat
• D.Consumer self-registration

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