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NEW QUESTION 35
Predictive Intelligence improves Case management by:

A. Predicting what values should have gone into empty fields in historical recordsB. Predicting Case values without manual interventionC. Reducing the number of records needed to accurately predict a valueD. Replacing legacy routing rules

Answer: B

 

NEW QUESTION 36
Which social media channels are NOT available out-of-box?

A. TwitterB. LinkedInC. None of the aboveD. FacebookE. All of the above

Answer: C

 

NEW QUESTION 37
What is required to synchronize fields from a parent to a child case(s)?

A. Major Issue Management needs to be installed and certain properties enabledB. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activatedC. No action required, this is a standard Customer Service Management featureD. The role of sn_customerservice.customer_case_manager must be assigned

Answer: C

Explanation:
Explanation

 

NEW QUESTION 38
How many outbound email accounts are supported in Customer Service Management?

A. UnlimitedB. One per business serviceC. OneD. Two

Answer: C

 

NEW QUESTION 39
What is the purpose of the Guided Decisions capability?

A. Provide agents with a knowledge guideB. Provide agents with an escalation guideC. Dynamically guide agents to help resolve complex casesD. Guide agents through account management

Answer: C

 

NEW QUESTION 40
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