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NEW QUESTION 43
Match the business rule to its function in the Self-Service Portal.
Hot Area:
Answer:
Explanation:
Explanation
NEW QUESTION 44
In the ‘Action Status’ column on a case list what could a red indicator dot mean? (Choose two.)
- A. Blocked internally and by customer
- B. Blocked by approval
- C. Blocked by case task
- D. Blocked by internally
Answer: B,C
NEW QUESTION 45
What is the purpose of a Catalog Item variable?
- A. Allows the customer or consumer to qualify their answer
- B. Provides hint to the user on the field
- C. Allows the customer to ask a question
- D. Opens a chat session with customer support
Answer: A
Explanation:
Explanation
NEW QUESTION 46
Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? (Choose three.)
- A. Agent History
- B. Availability Today
- C. Assigned Cases
- D. Agent Affinity
- E. Matching Skills
Answer: B,C,E
NEW QUESTION 47
Major Issue Management uses which one of the following capabilities?
- A. Governance Risk and Control
- B. Targeted Communications
- C. Asset management
- D. Record producers
Answer: B
Explanation:
Explanation
NEW QUESTION 48
……
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