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NEW QUESTION 22
From a service provider's perspective, is the following a product or an asset?
A cable modem model that the service provider sells.

A. ProductB. Asset

Answer: A

Explanation:
Reference:
customer-service-management/concept/c_ContractsAndEntitlements.html

 

NEW QUESTION 23
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

A. Case CategorizationB. Case StateC. Case PrioritizationD. Case Escalation

Answer: A,C

Explanation:
Explanation

 

NEW QUESTION 24
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.)

A. Data PolicyB. Knowledge Product EntitlementsC. User CriteriaD. ACL

Answer: B,C

 

NEW QUESTION 25
Users with the sn_customerservice.proxy_contact role can do which of the following? (Choose two.)

A. Manage major incident communication on behalf of a customer service managerB. Manage cases on behalf of customer service agentsC. Create cases on behalf of customersD. Create requests on behalf of customersE. Manage requests on behalf of customer service agents

Answer: C,D

 

NEW QUESTION 26
What is the purpose of a Catalog Item variable?

A. Provides hint to the user on the fieldB. Allows the customer to ask a questionC. Allows the customer or consumer to qualify their answerD. Opens a chat session with customer support

Answer: C

 

NEW QUESTION 27
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